The importance of the service catalogue to the service desk Colin Rudd, Chairman, itSMF UK Andrew...

The importance of the service catalogue to the service deskColin Rudd, Chairman, itSMF UKAndrew Navin, ServiceDesk Consultant, ManageEngine

Agenda

• What is a service and what is a service catalogue?

• What can a service catalogue do for the service desk?

• Service desk involvement in the service catalogue

• Use of the service catalogue within the service desk activities and service management processes

• Summary and conclusions

What is a service catalogue?

A database or structured document with information about all live IT services, including those available for deployment.

Note: this does not include functions, processes, activities roles, responsibilities, service components, service requests, etc ............

Use and objectives

• Why do we need a service desk ?

• Why do we need a service catalogue?

• What will you use the service desk for?

• What will you use the service catalogue for

Review the service desk requirements

Talk to your users and customers to establish:

• the business / organizational needs

• the customer /user needs and desires:• the type of service desk: (local, centralized, virtual, ‘follow

the sun’, in-house, outsourced, business knowledge, technology knowledge or both ……..)

• the scope and technology

• the capability and processes (first line, second line,…)

• the information access (tools, catalogue, SKMS, ….)

• the metrics and continual improvement

Review SD accountability and scope

Incident management: incident records

Service request fulfilment: service request records

Knowledge management: knowledge articles

Change management: change records

Problem management: problem and known error records

Service catalogue: ???????????????????

Service provider

Support Teams

Suppliers

Service desk information and workflows

Service Desk System

IncidentsRequests

ProblemsChanges

Cust

omer

s an

d us

ers

Serv

ice

Des

k

Service value and service assets

Management

Organisation

Processes

Knowledge

Capabilities

Information

Applications

Infrastructure

Financial capitalResources

ServiceCoordinate,control anddeploy

PeopleAssettypes

© Crown Copyright 2011 - reproduced under license from the Cabinet Office

Service value and service assets

Management

Organisation

Processes

Knowledge

Capabilities

Information

Applications

Infrastructure

Financial capitalResources

Service

Increase performance

Reducerisk

Performance of customer assets

Increased value and ROV

Coordinate,control anddeploy

PeopleAssettypes

© Crown Copyright 2011 - reproduced under license from the Cabinet Office

Review the service catalogue requirements

Talk to your customers and business and establish:

• the business / organizational needs

• the customer /user needs

Talk to IT teams and establish:

• the IT needs

• the management needs

Who is going to use the service catalogue and what are they going to use it for?

Service 2 Service 3 Service 4 Service 5

Technical / supporting service catalogue view

Service 1

Business process 1

Business process 2

External customers

Business / customer service catalogue view

Service C Service DService A Service B

Service catalogue

Links to related information

Service assets / configuration records

Service catalogue

Customer-facing service

Supporting service

Service request menu /

catalogue

Request model(s)

Service request workflow

Request fulfilment process

Service request

Request for change (RFCs)

Service catalogue

Workflows / tasks

User

Fulfilled service request

Incident workflow

User

Incident received and logged

Incident categorized

Incident prioritized

Major incident process

Major incident?

Incident process

Service catalogue

What information do we need within the service catalogue for the service desk?

Service catalogue information

Service nameService descriptionService outcomesService statusBusiness ownersService owners

Business / customer / user contactsSupport contactsSupplier contactsEscalation contactsBusiness users /super usersService hours / support hoursService reviewsService reporting

Categorisation / classification of services

• Type: customer facing (business), supporting

• Value / criticality: high, medium, low

• Sourcing: internal, external

• Security: unclassified, classified, ….

• Applicability: global, regional, local

Relationships

Other services:

plus: Incidents, Changes, Problems, CIs, …

and: SLAs / SLA targets OLAs targets Contracts / contract targets, ….

Use of the service catalogue

• Aligning and integrating with business needs

• Changing the focus and culture of IT

• Supporting a service portal and a service dashboard

• Communication, by establishing customer and user communities, possibly using social media

• Driving processes from a business / service perspective

• Prioritising activities and workloads

• Identifying improvements and areas of weakness

Service Desk System

IncidentsRequests

ProblemsChanges

Service provider

Support Teams

Suppliers


ServiceKnowledgeManagementSystem (SKMS)

IncidentsRequests

ProblemsChanges

Cust

omer

s an

d us

ers

Serv

ice

Des

k

Serv

ice

port

al

Service Catalogue

Service Desk System

IncidentsRequests

ProblemsChanges

Service provider

Support Teams

Suppliers

Service management architecture

ServiceKnowledgeManagementSystem (SKMS)Cu

stom

ers

and

user

s

Serv

ice

Des

k

Serv

ice

port

al

Service Catalogue

Integrated management Tools

Service management system

Infrastructure

Incident

Request

Change

SLM

SCM

Problem

Event

Knowledge

Supplier

Shift left policy

IncidentsRequestsChanges

SLAsReportsContracts

ProblemsKnowledgeCIs

Service Desk System

IncidentsRequests

ProblemsChanges

Service provider

Support Teams

Suppliers


ServiceKnowledgeManagementSystem (SKMS)

IncidentsRequests

ProblemsChanges

Cust

omer

s an

d us

ers

Serv

ice

Des

k

Serv

ice

port

al

Service Catalogue

Service provider

SuppliersIntegrated management Tools

Service management system

Infrastructure

Incident

Request

Change

SLM

SCM

Problem

Event

Knowledge

Supplier

SKMS

CMS

Service Catalogue

IncidentsRequestsChanges

SLAsReportsContracts

ProblemsKnowledgeCIs

Serv

ice

port

al

Cust

omer

s an

d us

ers

Serv

ice

Des

k

Service management architecture

Suppliers

Tools

Infrastructure

SummaryThe service catalogue is probably the single most important area of service management

It should be used to align with business priorities and drive and prioritise all other processes and activities, including:

• Understanding of critical business process and services• Service desk activity, process and workflows• Greater transparency and access to information for all• Improved user, customer and business communication

To reduce workload, bureaucracy and delays

To drive improvements in all areas

Service Catalog in ServiceDesk PlusAndrew Navin, ServiceDesk Consultant, ManageEngine

Editions

STANDARD EDITION• Helpdesk Software

PROFESSIONAL EDITION• Standard Edition + Asset

Management

ENTERPRISE EDITION• Professional Edition + ITIL

Compliant+ Project Management

ServiceDesk Plus

Current Version 8.2

Customer Base: 20,000+

Languages Supported: 29

Present Across : 186 countries

ServiceDesk Plus

ServiceDesk Plus

IT Request Management (Service Catalog)

Service categories (IT / Business)

Service Items / Service Templates

ServiceDesk Plus


Form Designer

Separate views for Requester / Technician for the same template

Access permissions based on Support Groups/ User groups

Additional fields (common and Service category specific)

Default values / Mandatory options Resource Info section

ServiceDesk Plus


Workflow

Multi Level approval (5 stages ) Configure Approval Rules Define SLA (service delivery time) Pre-configure Tasks

ServiceDesk Plus


Template Actions

Software Installation / Un-Installation with Desktop Central integration.

Run Scripts

IT SLA Management(Incident and Service Requests)

Service Requests

Individual SLA's for Service Items. Set the Service Delivery time on the Service

Request. 4 levels of Escalation for SLA violations. SLA Violated Reports

ServiceDesk Plus

Thank You

The importance of the service catalogue to the service desk Colin Rudd, Chairman, itSMF UK Andrew...

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