it service taxonomy essentials: separate it and business services catalogs?

Service Taxonomy Essentials

Separate IT & Business Services Catalogs?

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Speaker Bios

DON CASSON, CEO, EVERGREEN SYSTEMS

Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals.

Contact: dcasson@evergreensys.com

JEFF BENEDICT, ITSM PRACTICE MANAGER, EVERGREEN SYSTEMS

Jeff manages the ITSM practice at Evergreen and has worked with ITSM tools for 15+ years. Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter.com/JeffSBenedict)

Contact: jeff.benedict@evergreensys.com

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Today’s Agenda

• About Evergreen• Separate IT & Business Service Catalogs?• Evergreen’s User-Centric Self-Service Portal /

Catalog (built on ServiceNow)• Possible Next Steps / Q&A

• 80-person U.S. IT Consulting Firm

• Worked with hundreds of Mid-Market, Fortune 1000 Companies and Public Sector Organizations

• Full lifecycle firm with deep ITSM / ITIL transformation experience

• One of Top 5 ServiceNow U.S. partners

• Primary Focus – “Customer-Centric IT Service Management”

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About Evergreen Systems

Sample ClientsQuick Facts

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What About the Customer?

Evolving…IT’s Value

Customer Experience

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IT Service Catalogue

A database or structured Document with information about all Live IT Services

The Service Catalogue 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 def

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Services

IT Service. A service provided to one or more Customers by an IT Service Provider

Business Service. An IT Service that directly supports a Business Process, as opposed to an Infrastructure Service

The term Business Service is also used to mean a Service that is delivered to Business Customers by Business Units

Infrastructure Service. An IT Service that is not directly used (or visible) by the Business, but is required by the IT Service Provider so they can provide other IT Services

ITIL def

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Services Services Services…

And customers customers customers…

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Federated Service Catalog

Services for many different customers… OLAs to SLAs

to OLAs to SLAs…

SERVICES COMMITMENTS

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Here’s a Fun One – Service Culture?

A Customer-oriented Culture.

The major objectives of a Service Culture are…

Customer satisfaction and helping the Customer to achieve their Business Objectives.

ITIL def

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Attributes of a Service Taxonomy

Classification of things – often from general to specific

Generally organizes things into groups

Includes the principles underlying the classification

Parts of a whole

Parent - child relationship can be multi-parent

A Service Taxonomy is the practice and science of classification of services

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Some Guiding Principles – Catalog & Taxonomy

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Start With a Common Understanding

What is a service?

Who are the customers?

Who are the providers?

What really matters?

What does everyone need?

How do we measure it?

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Single, Broad Service Taxonomy

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One Service Catalog – One Service Taxonomy

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Everyone Has Customers, Everyone Has Services

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Labels Are for Customers, the Framework Is for Providers

Labels are for the Customers

Framework is for the Providers

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Use a Visual Service Taxonomy Tool

Labels are for the Customers

Framework is for the Providers

See Services “hanging” off the

Framework

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Use a Consistent Service Design Process

Provide the customer enough information to make a self-service determination…

• Name & description• Fit for my use• Who can request it• Cost• Quality• Delivery time• How to request it• Service owner

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Use Configuration Management for Services Sanity

Build reusable service modules

Combine them to create new services

Manage each service as a configuration item (CI) to give you accountability

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3-Phase Customer-Centric Services Road Map

Employee Self-Service Portal Service Catalog

Fulfillment Automation

Demand Build Manage Retire

Services Taxonomy Services Health

Services Lifecycle Factory

CMDB

Customer sees…

IT sees…

Costing

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Evergreen’s Employee Self-Service Portal / Catalog

Demo

POWERED BY SERVICENOW

One-Day, Private Service

Catalog Workshop $3,950

Demo our “Metro Style” End-User Portal yourself!

Possible Next Steps?

http://www.evergreensys.com23

See how our graphical Service Taxonomy Designer works

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• Questions?• Thank you for your time.

Wrap-Up