02 blaine bey - service catalogue real world case studies

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Service Catalogue – Real World Case StudiesOctober 2010

Presenter: Blaine Bey, I.S.P., ITCP - President, CIPS BC([email protected])



Agenda

- Organizational Situation Assessment

- IT Services and Service Catalogue

- Service Catalogue Principles

- Summary of Real-World Experiences

- Service Request / Fulfillment / Recovery- Service Catalogue Project

- Current Market Product Assessment

(Additional material contained at end of slide deck)



Organizational Situation Assessment

Canada - France - Hawaii Observatory,Mauna Kea, Hawaii (13,793 ft)

Ensure you understandthe big picture to keepthings in context…




1. To what extent does IT typically offer VIP treatment? – When VIP treatment is commonly offered it makes it more

difficult to manage service levels (since they are notscheduled or planned)

2. How complex are IT services? – Complexity generally increases with multiple points of contact

for internal and external service providers

– It can be difficult to define what should be bundled versus

what should be atomic3. How well are IT services defined in a manner

understood by customers?

– Indicates how well we are focusing on the customer‟s view




4. How well understood are the ways by which customerscan make requests for service?

– The more confusion there is, the more effort is expended on

individual service requests

5. What are the different ways we accept service requests?

– The more ways involved, the more difficult it is to standardize

– Some areas of service require more information from

customers than others6. What is required to approve a service request?

– Approvals help control spending; too many approval levels

make it difficult to achieve acceptable service levels




7. How busy is a typical IT resource in fulfilling mostservice requests?

– Common for internal IT service providers to be understaffed

for the number of service requests they handle

8. To what extent do we currently break down our costs on

a service by service basis ?

– Direct costs are easier to break down, especially when

provided by an external service provider – Indirect costs are tougher to break down



IT Services & Service Catalogue




What is an IT Service? – Services are a means of delivering value to customers by

facilitating outcomes customers want to achieve without

ownership of specific costs and risks

– Hint: NOT „sales‟ or „products‟

– Examples:

• Messaging Services (e-mail)

• Workstation Services (desktop / laptop)

• Business Applications

• IT Solutions Consulting




IT Business Service Catalogue Definition – IT Business Service Catalogue is an integration component

defining all services provided to the Business by IT

– Written in business language and includes expected standard

level of service

– Basis to negotiate Service Level Agreements (SLA) and internal

IT Operational Level Agreements (OLA)

– Over arching component used in managing existing IT services

and future improvements.




IT Business Service Catalogue – Why Have One? – Communicates how IT can help customers do their jobs.

Answering the questions, “What does IT do?”, and “How well does

IT do it?” (reduce „smoke and mirrors‟ effect)

– Provides a vehicle to realistically set – and meet – businessexpectations

– Helps standardize service delivery and improve service quality

through a comprehensive list of service offerings

– Informs business users‟ consumption choices

– Lists back office services required to deliver requested IT services




Business

Service

Catalogue

Customers Service

Providers

Technical

Service

Catalogue

IT

Services

X-Ref

IT Business / Technical

Service Catalogue context




Business Service Catalogue

Service A Service B Service C Service D Service E Service F

Business

Process#1

Business

Process#2

Business

Process#3

Technical Service Catalogue

Support Hardware Software Applications Electronic

Messaging Data

v




Documented IT Services

– What do we do?

– How much do our services cost?

Technical Service Catalogue – The internal view of IT services

– Used by IT resources

Business Service Catalogue – The customer view of IT services

– Used by customers

– Cross-references to the Technical Service Catalogue

Business Service Catalogue

Service A Service B Service C Service D Service E Service F

BusinessProcess

#1

BusinessProcess

#2

BusinessProcess

#3

Technical Service Catalogue

Support Harcware Software Applications Electronic

Messaging Data

v




Business Service Catalogue Value – Clear customer-facing view of IT services available

• Accurate

• Consistent

• Available to entire organization

– Centrally managed

– Defines business processes involved

• Ordering / Cancelling

• Service support

– Levels & quality of service customers can expect



Service Catalogue Principles



Service Catalogue Principles

Service Strategy

– Outcome-based definition of services (i.e. what is valuable to the customer)

– Service Portfolio Management & Service Catalogue Management

Service Design

– Define / Design / Develop new services (associated SLAs & OLAs involved) Service Transition

– Changes to Service Catalogue implemented through Change Management

Service Operation

– Service Catalogue is a critical success factor within Request Fulfillment

Continual Service Improvement

– Service Catalogue is one input for definition of what should be measured

– Are the targets identified in the Service Catalogue being met?



Summary of Real-World Experiences



Case Profile: Multiple Federal Government Departments

Objectives: – Streamline delivery of support services and improve client service

Solution: – Consolidation of Service Desks

– Integrated processes aligned with ITIL: IM, Service Catalogue, Service

Request, PM, ChM, CM, RM, SLM – Provide application modernization (migrate to Axios assyst)

– Implement portal / reporting solution

Team Composition: – Project Manager

– ITSM Business Process Engineer (ITIL V3 Expert) – Senior and Intermediate Technical Architect

– Business Analyst, Tester, Trainer

Technology: – Axios assyst, Oracle Portal, Sharepoint, Crystal Reports, SQL Reporting



Case Profile: Provincial Government

Objectives: – Consolidate multiple service request methods; Recover costs

Solution: – Service Configuration Module

– Service Request / Configuration Management Systems

– Custom Service Provider Service Request / Fullfilment Broker – Custom Recovery (Billing) Solution

– Accounts Receivable / General Ledger

Team Composition: – Project Manager

– ERP solution experts

– Senior Technical Architect

– Business Analysts, Developers, Testers, Change Management consultants

Technology:

– ERP solution, XML Messaging Broker, Java, Oracle Discoverer



Case Profile: Private Sector

Objectives: – Set scope, approach, and governance of Service Catalogue project

covering customers in seven countries (with Service Desks in each country)

Solution: – Service Catalogue

– Multiple Service Desks aligned with Service Request System Team Composition:

– Project Manager

– Others to be brought onto team as project progresses

Technology: – Jira (Incident Management)

– Service Catalogue / Service Request technology yet to be determined

(organization is at early stage of Service Catalogue project)




Vital to shift to the customer‟s view of services

Vital to clearly understand the value business wants to get

from IT services

Define IT services in terms the customer can understand(i.e. NOT technical)

Defining “what is a service” can result in much debate

Identification of services is step one. Need to automateprovisioning

Keep the Business Service Catalogue simple & don‟t

publish anything you can‟t commit to




Focus is on services rather than on products

Important to provide cost transparency to customers to

identify value of IT services

Clearly indicate in the Service Definition (in the ServiceCatalogue):

– What customers need to do

– When they need to do it

– How long it takes to get a service installed

– What information customers need to provide in the service

request process




Vital to have buy-in from a high level of the organization(CEO if possible) to assure success

Don‟t need to shoot for the ultimate maturity level (there isno value for the cost required to get there)

Design bundled services (e.g. moves) and allow individualatomic services to be ordered as well

Strive to have a „cookie cutter‟ approach for definition of

IT services Defining IT services will require discussion with all IT

resources over time. Not defining job descriptions




A Service Catalogue project is much like any other„project‟ and thus requires typical project managementactivities

Services in the Catalogue must be capable of being

personalized to the role of the requester (eg visibility)

Service Catalogue should allow the user to not just viewthe definition of a service but provision it

Publishing a Business Service Catalogue not a one-timeevent – important to have a Service Catalogue tool tosupport management of the Service Catalogue




Service Catalogue should be integrated with ITSM tool orService Desk tool

Reporting and KPIs measure Services in the ServiceCatalogue (a level up from technical components under a

Service) Make the publication of the Business Service Catalogue a

success for the business not just the project team

Service definitions in Service Catalogue (Business &Technical) will help align service support as well asservice performance measurement activities



Service Request / Fulfillment / Recovery



Service Request / Fulfillment / Recovery

Service

Request

Business

Service

Catalogue

Technical

ServiceCatalogue

Request

Fulfillment

Service

Support

Service

Cost

Recovery

Service

Forecast /

Budgeting

Service

Performance

Measurement



Service Catalogue Project




Subset of Service Portfolio Management

Project Planning

– Single phase

– Multiple phases




Plan

Service Catalogue

Project

Undertake Service Catalogue Project

Roll Out

Technical

Service Catalogue

Roll Out

Business

Service Catalogue

Continuous

Improvement

Service Catalogue Project – Single Phase




Service Catalogue Project – Single Phase – Single phase undertaken when

• IT services clearly defined and understood by customers

• Limited as to geographical areas involved

• Limited number of external service providers

– Project duration dependent upon

• Number and complexity of services

• Number of business areas supported. Consider IT resources as the first

set of customers – Start with definition of services in Technical Service Catalogue

– Roll out Technical Service Catalogue

– Follow with definition and rollout of Business Service Catalogue




Plan

Service Catalogue

Project

Plan

Next Phase

Undertake Service Catalogue

Project Phase

Roll Out

Service Catalogue / Extensions

(Technical / Business)

Continuous

Improvement

Project End

Service Catalogue Project – Multiple Phases




Service Catalogue Project – Multiple Phases – Undertake multiple phases to reduce risk / create quick wins

– Scope of customers in each phase

• Consider IT resources as first set of customers

• Cover one or more business units in each phase

– Business / Technical Service Catalogue scope divided into

phases

– Plan Next Phase

• Consider lessons learned in current phase

• Adjust the overall plan as appropriate




Service definition considerations (single or multiple phase): – Focus is on services rather than on product (i.e. „service delivery‟ not „sales‟)

– Service Description

• Is in business terms (not technical)

• Features and functionality (in terms of value to customer) – Prerequisites & Service Request approach to follow

– Related services

– Service request lead times

– Service levels offered & hours of operations

– Costs (one time and ongoing)

– Cancellation policy

– Service request approval process

– Support process involved




Continuous improvement considerations (single ormultiple phase):

– Analysis of service levels achieved (reporting on SLAs)

– Workload assessment of IT resources (planned versus actual)

– Trend analysis of future increase / decrease of service usage

and required capacity for each service

– Develop service improvement plan




Organizational Change Management – Appropriate resources in the organization consulted before

changes undertaken

– Communications:

• Are well thought out

• Frequent

• Consistent

• Have clear messaging

• Openness to constructive input (for communication improvement)



Current Market Product Assessment

Full Life-Cycle: Service Request through



Full Life-Cycle: Service Request throughto Fulfillment…

Business

User IT

IT OperationsBusiness User

IT Manager

Business

Manager



Self-Service and Service Catalogue



Service Designer



Workflow Engine

Current Market Service Catalogue



Current Market Service CatalogueProduct Assessment

Pink Verify for Service Catalogue Mgt, Request Fulfillment and 11 or

more ITIL Processes

Axios assyst v9

BMC ITSM Suite 7.0

CA Service Desk Manager R12

HP Service Manager 7.0

Landesk Service Desk v7.3

Service-Now.com

Forrester Market Overview - ITSM Support Tools Report

Axios assyst v9 addresses all SC functionality

Landesk does not have a SaaS Offering

BMC and Service-Now do not have workflow engines

HP workflow engine is a separate product (not SM7)

CA Service Catalogue is a separate product (not R12)

Service-Now does not provide on-premise solution

FrontRange does not have Service Cat.Builder and Saas

Service Cat. Functionality

•

Self-Service Request Mgt• Separate Workflow Engine

• Process Automation

• Service Catalogue and Builder

• Self-Service Portal

• SaaS Offering

Current Market Service Catalogue



Good sources for additional information

Forrester Market Overview - IT Service Management Support Tools: Good

detailed functionality analysis

PinkVerify: Good information. Information does not always reflect the latest

version of the products. Includes smaller companies with limited number of

proven implementations.

Gartner: Contact Gartner analyst and schedule meeting to go over an

assessment of these products.

Gartner Service Desk Magic Quadrant: Too high level for functionality and

ease of implementation assessment. Good for company and market

assessment

Butler Group: Provide vendor-specific company and product reviews.

Information can be out dated.

Bring the Vendors in to provide you with demos and project references

Current Market Service CatalogueProduct Assessment



Content contributed by• Sierra Ottawa: John Deland (President itSMF Canada), Michel Tourigny, Steve Worth

• Sierra Victoria: Paulette Barrette, Dave Barnes, Carol Nuernberger

• Various customers: Service Catalogue project experiences

Management Consulting | Project Implementation | Managed Services

www.SierraSystems.com



Additional Material



Service Request / Fulfillment / Recovery Details

Service Catalogue involvement in the process – Technical Service Catalogue utilized by IT service providers

• Internal IT resources

• External service providers

– Business Service Catalogue utilized by customers• Is Web-deployed

• Service requests created to represent services ordered from the

catalogue

• Downstream processes include the fulfillment of service requests andrecovery of costs

• Remember that IT resources are also customers of IT services



Service Request / Fulfillment


Business

Service

Catalogue Customers

Operational

Management

Service

Request(Ordering)

Technical

Service

Catalogue

X-ref

Service

Request

Approval

Service

Request

Service Request

ServiceRequest

ManagementService

Providers

(Internal / External)

Configuration

Management

System (CMS)

Approved Requests

Service

Providers

(Internal)

Service

Requests(Orders)

Review

(if required)

Review

Services

Requests /Delivered Services

Installed Services /Costs




Service Request / Fulfillment

– Customer selects IT services from the Business ServiceCatalogue and creates a Service Request

– Service requests are approved by operational management

– Service requests may need review by internal service providersbefore proceeding (some costs may be estimated at this pointwhich would impact the order of the approvals)

– Approved service requests are passed to internal / external

service providers for request fulfillment – Services are „installed‟ and uniquely identified in CMS

• Actual costs may be included (e.g. installation costs)

• Uniquely identify each installed service




Business

Service

Catalogue Customers

Request

Service

Support

Technical

Service

Catalogue

Communication

(as required)

Request

Support

Service Support

Request

Service

Support

ManagementService

Desk

Configuration

Management

System (CMS)

Service

Support

Requests

Service

Providers

(Internal)

Service

Support

Requests

Service

Support

Requests

Review

Service

Support

Requirements

Service

Support

Requests

Installed Services /

Updates

Services /

Service Level Info.

Installed

Service

Info.

Service Support

Service

Providers(External)

Service

Support

Requests




Service Support

– Customers request support based upon the service support

requirements identified in the Business Service Catalogue

– Service providers (internal or external) provide support• Warranty provided for defective products

– Service desk communicates with the customer as required




Operational

Management

Service

Cost

Recovery

Configuration

Management

System (CMS)


Costs

Financial System

(General Ledger)

Journal

Vouchers

(Expense)

Financial System

(Accounts Receivable)

Costs

- Monthly Costs

- Annual Costs

- One-time Costs

Business

Service

Catalogue

Costs

Invoices Invoices /

Payments

Costs /

Payments

Service

Request

Management

Costs

Service Cost Recovery




Service Cost Recovery

– Costs for each installed service are determined

• One-time (installation costs / cancellation fees)

• Recurring (Monthly / Annual)

• Consumption based

– Costs are expensed in the General Ledger or may optionally be

invoiced to customers in Accounts Receivable

– Operational management can review their IT service costs




Business

Service

Catalogue Operational

Management

Service

Budget /

Forecast

Configuration

Management

System (CMS)

Service

Info.

Installed

Services


Forecast Services

Service

Request /

Fulfillment

Service

Requests

(New / Cancellation)

Incl. cancellation

prerequisites

Technical

Service

Catalogue

Service

Info.

Financial

System

(General Ledger)

Costs

Service Forecast / Budgeting




Service Forecast / Budgeting

– Operational management review the installed services

• Services installed under their lines of business

• Cost of services

– A forecast can be provided for the services estimated as being

required in an upcoming year

– A review of the budget in comparison to actual may be done

– Service requests may be created• To request additional services

• To request cancellation of services




IT Management

Service

Performance

Measurement

Configuration

Management

System (CMS)

Installed

Services

Performance

Info.

Business

Service

Catalogue

ServiceInfo.

Service

Support

Requests

Service

Requests(Orders)

Technical

Service

Catalogue

Outstanding /

Fulfilled

Service Requests

Service

Info.

Outstanding /

Completed

Service Support Requests

Service Performance Measurement




Service Performance Measurement

– Performed by IT management

– KPIs should be:

• Meaningful to organization• Simple to measure

• Responsive to change

– Financial view

• Historical view of costs

– Non-financial view

• Transactional processing time

• Issue / error rate (involving service requests and service fulfillment)

02 blaine bey - service catalogue real world case studies

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