Best Practices for Implementing a Service Catalog and Enhanced ITSM

IT Service ManagementService CatalogService Level Management

Keith Schofield – ITSM Specialist

Agenda

SERENA SOFTWARE INC.

IntroductionMeSerena Software

ITILService CatalogService Level Agreement

Road to Implementation

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Agenda




Road to Implemention

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Who am I?


Keith Schofield, Arlington VA

25+ years experience in IT Industry

•ITIL v3 Certified•IT Service Management•Software Planning•Software Design & Implementation•Operational Support Systems•ETOM experience

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Leadership

Investment

•30 years in business

•$225+ million annual revenue

•$85+ million annual EBITA

•4,000 active enterprise customers

•Privately owned by Silver Lake Partners

• $14B in Assets

• Global leader in technology investing

Strength

Serena Company Overview

SERENA SOFTWARE INC.5

Leadership

Strength •$30+ million R&D investment

•300 engineers

•Innovations

•Application Life Cycle Management

•Release Management

•IT Service Management

Investment



Investment

Strength •Leader in transparency and efficiency

•Market leadership in ALM and BPM

•Industry Recognition

• Forrester Research

• Butler Group

• Gartner

• Ovum

Leadership



Agenda





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Business vs. IT


IT Business Challenges

Reduce IT Costs How can I get the most out of every person, asset, project, and activity?

Increase Business Impact How can I map IT investments and operational decisions to business priorities?

Improve Quality of Service How can I meet the expectations of the business?

Manage Risk How can I define and control risk?

Provide Transparency How can I track what is going on in your organization and share that with stakeholders?


5 ITIL Publications


Design new or changed services for introduction into the live environment.Service DesignService Design

Design, develop and implement service management as a a strategic asset.Service StrategyService Strategy

Coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers.

Service OperationsService Operations

Continually align and re-align IT services to the changing business needs by identifying and implementing improvements to IT services that support business processes.

Continual Service Improvement


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Service StrategyService Strategy

ITIL Publications’ Processes


Service TransitionService Transition

Service OperationsService Operations



1. Service Level Management

2. Service Catalog

Management

3. Supplier Management

4. Availability Management

5. Capacity Management

6. Continuity Management

7. Information Security

Management

Service DesignService Design

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Service Catalog


“A database or structured Document with information about all Live IT Services, including those available for Deployment. The Service Catalogue is the only part of the ITIL 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.”

ITIL V3

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Service Catalog Management Aims and Objectives


• Aim To provide a single source of consistent information for all agreed services and ensure that it is widely available to those who are approved to access it

Ensure service catalog documentation is updated and accurate for all current and approved services

• Objectives Manage the information contained in the service catalog

• Status• Interfaces• Dependencies of services

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Service Level Agreement


“An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers.”

ITIL V3

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Service Level Management– Aims and Objectives


Aim Ensure that an agreed level of IT service is provided for all current IT services

Objectives Define, document, agree, monitor, measure, report and review service levels

Provide and improve the relationship with business

Ensure specific/measureable targets are developed for all IT services

Monitor/improve customer satisfaction with the quality of service delivered

Ensure IT and the customers have a clear expectation of the level of service to be delivered

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SLA’s and OLA’s


Service Level Agreement

•An agreement between an IT Service Provider and a Customer

•The SLA describes the IT Service, documents Service level Targets and specifies the responsibilities of the IT Service provider and the Customer

Operational Level Agreement

•An agreement between an IT Service Provider and a Third party

•An OLA supports the IT Service Provider’s delivery of IT Services to Customers. The OLA defines the goods or Services to be provided and the responsibilities of both parties.

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IT Maturity

Level 0

Chaotic

• Ad hoc• Undocumented• Unpredictable• Multiple help desks• Minimal IT operations• User call notification

Level 1

Reactive

• Fight fires• Inventory• Desktop software distribution• Initiate problem management process• Alert and event management• Measure component availability (up/down)

Level 2

Proactive

• Analyze trends• Set thresholds• Predict problems• Measure app. Availability•Automate• Mature problem, configuration, change, asset and performance mgt.

Technology centric

Supply driven

Process centric

Service driven

Client centric

Demand driven

Level 3

Service• IT as a service provider•Define services, classes, pricing• Understand costs• Guarantee SLA’s• Measure and report service availability• Integrate processes• Capacity Management

Level 4

Value

• IT as a strategic business partner• IT and business metric linkages• IT/business collaboration improves business processes• Real-time infrastructure• Business planning

Source: Gartner, Inc. (2008)


ITIL Adoption drives Transformation


Agenda





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It’s all about the Service


Consumers and Providers


Service Definitions


IT’s value to the business


HR

Sales

Marketing

IT OrganizationCloud

Hosted

Service

Consume Service

PackageOfferings

Internal

Service

ProvideService

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What sources or factors will help us to determine which services to include in a service catalog?

What are the expectations of the end-user?

How can the service delivery manager/team use the service catalog?

Once we have defined a service catalog, what are some of the next logical processes that can be formally created?

Service Catalog

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Service Catalog – Which Services


Inventory

Communicate

Keep it simple

Categories

Abstract/Bundle Services

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Start Small


Request

•PC•Messaging service

Support

•Report an Issue•Password reset

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Service Catalog – User Perspective


FIND TRACKREQUEST

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Service Catalog – IT Perspective


What goes on behind the scenes?

Service Fulfillment

Service Monitoring

Service Support

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Service Catalog - Example


Service Catalog - Caution


Do not

Assume

Build without Buy-in

Boil the Ocean

Just another document

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Service Catalog – Benefits


More Customer Focused

Provide justification for resource

Tracking consumption and Cost

Can change the “How” not the “What”

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Service Level Agreements


SLA – Multiple components


Service ElementsService Delivery

Managed Elements

Service SupportService Operation

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Defining SLAs


Assess Consult Consensus Develop Implement Report Enhance

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SLA Considerations - metrics


“If you can’t measure it…

• Request fulfillment

• Service support

• Availability/Performance

… you can’t report on it”

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Overall - Benefits


ControlTransparencyFlexibility

RiskCost

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Take Aways


Assess Current State

Communicate

Think Big - Start Small

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Demonstration


D:\Serena\Software\May 2012\may2012\May 2012\May 2012.vmx

IT with Business


Thank You

[email protected]

Best Practices for Implementing a Service Catalog and Enhanced ITSM

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