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Best-practices for creating an ITILv3-compliant actionable service catalog that delivers real business value.

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  1. 1. // How to Create an Actionable Service Catalog
  2. 2. Questions? <ul><li>What does IT do? </li></ul><ul><li>Why does IT cost so much? </li></ul><ul><li>What services are available? </li></ul><ul><li>How do I get what I want? </li></ul><ul><li>What’s the status of my request? </li></ul><ul><li>Why is it so hard to do business with IT? </li></ul><ul><li>Is management asking these questions? </li></ul>
  3. 3. What is a Service Catalog? <ul><li>Just like a typical product catalog, except that it includes the “services” you provide to your customers. </li></ul><ul><li>Just like any product catalog, it will provide easy to understand, attractive descriptions of what is available, how I can order it, what options I can choose, etc. </li></ul><ul><li>Just like a catalog purchase, as a customer, I have high expectations for fulfillment quality, care, and speed </li></ul>
  4. 4. Why Service Catalog? <ul><li>&quot;The average company spends between 3 percent and 15 percent of its total revenue delivering services to internal departments. Companies that have implemented Service Catalog tools have: </li></ul><ul><li>saved 30 percent to 40 percent of the cost of those services , </li></ul><ul><li>reduced the time to deliver services by 50 percent </li></ul><ul><li>improved quality by between 25 percent and 40 percent. </li></ul><ul><li>“ Service catalogs are the cornerstone of service delivery and automation, and the starting point for any company interested in saving money and improving relationships with the business.&quot; &quot;Service Catalogs: The Heart of Service Delivery Management&quot; Julie Giera, Forrester Research, Inc . </li></ul>
  5. 5. Service Catalog Adoption <ul><li>Through 2010, 70% of IT organizations will rush to develop the IT service catalog as a customer ordering mechanism before documenting their IT service portfolios (0.8 probability). –Gartner </li></ul>
  6. 6. What Problems will it Solve? <ul><li>Explain what IT does for the business </li></ul><ul><li>Provide standardized services </li></ul><ul><li>Simplify ordering services from IT </li></ul><ul><li>Improve operational efficiency in delivery (Automation) </li></ul><ul><li>Increase internal IT customer satisfaction </li></ul><ul><li>Ensure compliance </li></ul>
  7. 7. The Common Approach - DIY <ul><li>Meetings to define services </li></ul><ul><ul><li>What’s a service? </li></ul></ul><ul><ul><li>Which kind? User facing or technical? </li></ul></ul><ul><ul><li>Infrastructure/commodity vs. “day-to-day” </li></ul></ul><ul><li>Choice of Method </li></ul><ul><ul><li>Standard Office Suite (Word, Excel, Visio) </li></ul></ul><ul><ul><li>Web CMS (SharePoint, etc.) </li></ul></ul><ul><ul><li>Existing ITSM Tools (Remedy, Service Desk, etc.) </li></ul></ul>
  8. 8. The Challenge with DIY <ul><li>Existing tools not designed for the task </li></ul><ul><li>Leads to “building a catalog” effort </li></ul><ul><li>Where to start </li></ul><ul><li>Time consuming </li></ul><ul><li>Templates </li></ul><ul><li>Writing styles </li></ul><ul><li>Questionable business value </li></ul><ul><li>Will this be used/useful? </li></ul><ul><li>Minimal improvement over status quo </li></ul>
  9. 9. The Common Phases <ul><li>Create “static” service catalog via documents or portal pages with centralized links and docs. </li></ul><ul><li>Add interactivity (Actionable). Users can order and achieve self service. </li></ul><ul><li>Add workflow (business process/supply chain management) </li></ul><ul><li>Add Service Level Management (SLA compliance & reporting) </li></ul><ul><li>Add Financial Management (Service costing and departmental chargeback) </li></ul>
  10. 10. Where to Start, Path to Success Types of Services and Perceived Value to Business IT efficiency Business value LOW HIGH HIGH <ul><li>Infrastructure Facing Services (IFS): </li></ul><ul><li>Data center </li></ul><ul><li>Network </li></ul><ul><li>Backups </li></ul><ul><li>Security </li></ul><ul><li>Storage </li></ul><ul><li>Maintenance </li></ul><ul><li>Asset/config management </li></ul><ul><li>User Facing Services (UFS): </li></ul><ul><li>Email </li></ul><ul><li>Information access </li></ul><ul><li>Provisioning, new users, apps </li></ul><ul><li>Assuring work continuity </li></ul>
  11. 11. The ITIL Perspective <ul><li>ITIL Business Perspective </li></ul><ul><ul><li>A customer-focused Service Catalog is essential for IT-Business alignment </li></ul></ul><ul><ul><li>The Service Catalog is the focal point for interaction with the business </li></ul></ul><ul><li>ITIL Service Delivery </li></ul><ul><ul><li>The Service Catalog is a key component of Service Level Management </li></ul></ul><ul><ul><li>An effective Service Catalog aligns Service Delivery processes with internal customer demand </li></ul></ul><ul><li>ITIL Service Support </li></ul><ul><ul><li>An actionable Service Catalog enables self-service for Service Requests and Standard RFCs </li></ul></ul><ul><ul><li>A customer-focused Service Catalog drives proactive Service Support processes </li></ul></ul>“ Over the years, organizations' IT Infrastructures have grown and developed, and there may not be a clear picture of all the Services currently being provided and the Customers of each. In order to establish an accurate picture, it is recommended that an IT Service Catalogue is produced.” - ITIL Best Practice for Service Delivery, OGC
  12. 12. Do’s And Don’ts <ul><li>Don’t: </li></ul><ul><ul><li>Create a “Service Description Document” </li></ul></ul><ul><ul><li>Work on SLAs unless you have a way to measure and report on them </li></ul></ul><ul><ul><li>Define services unless you’ll be benefitting the user via self-service (Add to Cart) </li></ul></ul><ul><ul><li>Begin your SC project until you understand how it will connect with your ITIL processes (Automated change, incident, and release management, for example) </li></ul></ul><ul><li>Do: </li></ul><ul><ul><li>Start with requestable user-facing services </li></ul></ul><ul><ul><li>Set goals like “Reduce calls by 50%” </li></ul></ul>
  13. 13. What is a commercial Service Catalog software solution? <ul><li>An easily configured, web-based client interface </li></ul><ul><li>A standardized service design interface </li></ul><ul><li>Standardized, orderable, interactive service forms </li></ul><ul><li>A standard set of fulfillment screens including workflow </li></ul><ul><li>A set of reports and dashboards for service optimization, demand management, and increased transparency </li></ul><ul><li>Real-time user self-service and order status </li></ul>Commercial Service Catalog Software Defined
  14. 14. Typical Business Case <ul><li>Hard dollar cost savings: </li></ul><ul><ul><li>Reduced help desk calls (typically 50%+) </li></ul></ul><ul><ul><li>Reduced cycle time via automation (Cut delivery times by 80%) </li></ul></ul><ul><li>Soft dollar cost savings: </li></ul><ul><ul><li>Improved visibility and customer sat. </li></ul></ul><ul><ul><li>Resource re-allocation </li></ul></ul>