Armed and Extremely Dangerous - The Service Catalogue Is More Than Just a Tool (2011)

© Macanta Consulting 2011 Service Catalogue Webinar

SERVICE CATALOGUE WEBINAR Karen Ferris

Macanta Consulting

ARMED AND

EXTREMELY DANGEROUS


Outline

•  What is a Service Catalogue – and what it is not

•  Benefits

•  Where to start

•  Approach

•  Static service catalogue

•  Actionable service catalogue

•  Top 10 tips


What is a Service Catalogue?


Service Catalogue - ITIL®

The service catalogue is a database or structured document with information about all live services, including those available for deployment The service catalogue is the only part of the service portfolio published to customers, and is used to support the sale and delivery of IT services The service catalogue includes information about deliverables, prices, contact points, ordering and request processes It acts as a service order and demand channeling mechanism


Service Catalogue - USMBOK™

A service catalog consists of one or more descriptions of current service offerings and optionally, future service capabilities. A service catalog is defined in terms understood by it’s intended customer audience and is the basis for requesting and negotiating service, and desired levels of service. A service catalog entry is the first stage of influencing and setting service level expectations.


What It Is Not

It is NOT a list of services


What is a Service Catalogue?

ü Comprehensive list of services ü Products ü  Services including brochure services

ü Deliverables, prices, contact points, ordering and request processes

ü Business facing ü Actionable ü Contextual ü  Shopping cart experience ü  Service level targets ü  Tracking ü Chargeback ü Demand management ü Automated fulfillment process


Benefits


Benefits

§  Promotes the service provider as service focused – not product or technology focused

§  Enables business management §  Allocation of costs or service charges

§  Reduces operational costs §  Providing services that are required §  Identifying and eliminating service waste

§  Empowers the business

§  Improves customer satisfaction

§  Improves relationships and communication

§  Identifies requirements and demand

§  Provides foundation for formal SLM and SCM


Where to start?


What is a service?


What is a Service?

A means of delivering value to customers by facilitating outcomes customers want to receive without the ownership of specific costs and risks. Source: ITIL

A service is any act or performance that one person can offer to another, that is intangible, produced at the moment of delivery and does not result in transfer of ownership. Service value and quality is based on customer perception, where satisfaction is based on outcomes and is subjective. Source: The Service Catalog Practitioner Guide – Mark O’Loughlin


Approach


Approach

•  Define the objective

•  Gather requirements

•  Run as a project •  Scope •  Milestones

•  Assign ownership

•  Communication

•  Keep it simple

•  Top down approach


Static Service Catalogue


Define Service Offerings

•  Identify business units and business processes

•  Identify underpinning service offerings •  Characteristics:

•  Fulfils one or more needs of the customer

•  Supports the customer’s business objectives

•  Is perceived by the customer as a coherent whole or consumable product


Service Offerings

•  Does it have a customer?

•  Are there terms and conditions established?


Catalogue Types

Technical Service Catalogue

Business Service Catalogue

Supporting Service Catalogue

Actionable Service Catalogue

Retail Service Catalogue

Wholesale Service Catalogue

Supplier Catalogue

Product Catalogue

Professional Services Catalogue


There is only ONE Service Catalogue

There are MANY views of the Service Catalogue


Data Capture •  Service name •  Description – short and long •  Status •  Fulfillment process •  Service type •  Classification or category •  Service objective •  Service owner •  Service level targets •  Link to SLA •  Support hours (Service Desk and level x) •  Link to policies and procedures •  Charging arrangements •  Maintenance windows •  Backup and recovery details


Create Static Service Catalogue

•  Populate the catalogue

•  Make it available

•  Link to current fulfillment processes

•  Advertise and communicate

•  Position and manage expectations

•  Change Management

•  Maintain momentum

•  Feedback



•  For each service:

•  Determine current fulfilment process

•  Define the future fulfilment process

•  Create process flows

•  Determine roles and responsibilities

•  Entitlements, authorisations and approvals

•  Create a RACI matrix

•  Validate and update



Considera*ons Details (Applicable to order phone workflow) Will anyone be allowed to order a phone? Yes. If not, en8tlement needs to be understood. Who can order

the item and how will this be validated and controlled?

Will there be an approval mechanism? Yes.

Who can approve requests? Line manager as listed in directory services.

How will people approve the request? An automa8c approval work order will be generated and assigned to the appropriate line manager. The work order will be automa8cally linked to the service request using the API.

What happens if the request is not approved? The line manager will con8nue to receive approval no8fica8ons every two days un8l the approval work order is approved or rejected.

How will the user be kept informed? At defined intervals the service request status will be updated to reflect where the request is within the order process. The status will be visible to the requestor from their personal page within the catalogue.

How does the actual request get processed from start to finish?

As per the process flow.

Iden8fy boHlenecks. Line managers not approving orders. Delays in purchasing requisi8ons being completed in a 8mely manner.


The Actionable Service Catalogue User completes

form and submits

Line Manager approval

requested

Inform user and close request

Approved?

End

Assign request to purchasing

Upd

ate Service Catalogue status Order phone

Phone received

Phone delivered

Inform user and close request

Update Service Catalogue status

Y

N


The Actionable Service Catalogue

Manager completes form for new starter

Security pass request

Desk phone request

Mobile phone request

Induction request

Laptop request

Access request

Credit card request


Technology


Technology

•  Create a specification of requirements •  Create RFI / RFP •  Go to market •  Shortlist •  Create detailed evaluation criteria •  Assign weightings •  Evaluate •  Reference sites •  Vendor product demonstration •  Proof of concept? •  Select •  Plan pilot •  Rollout


Top Ten Tips


Top 10 Tips

1.  Use customer language

2.  The Service Catalogue is not a list

3.  Bite size chunks

4.  Customise and contextualise

5.  Communicate

6.  Don’t underestimate effort

7.  Run as a project

8.  Assign ownership

9.  Stakeholder involvement

10. Manage and maintain – subject to CSI


Email: [email protected] Website: www.macanta.com.au Twitter: @karen_ferris Facebook: http://www.facebook.com/MacantaConsulting Mobile: 0425 728 498

Armed and Extremely Dangerous - The Service Catalogue Is More Than Just a Tool (2011)

Technology

Transcript of Armed and Extremely Dangerous - The Service Catalogue Is More Than Just a Tool (2011)