creating a winning service catalogue, mike kyffin (webinar slides)

www.cherwell.com© 2014 Cherwell Software, LLC All Rights Reserved

Mike Kyffin – Manager, Professional & Learning Services

[email protected]

Top Tips for Creating a Winning Service Catalogue


Join us on the journey…

Today’s Journey

Introduction

Take a look at different

viewpoints of IT Service Delivery

Dependencies from the business and/or customer

that drive IT Service?

Definition. What’s the purpose?

What does a Service Catalogue

contain?


Join us on the journey…

The Steps for creating

Business Value Service

Catalogues

Step 1 –Initiation

Step 2 – The Highest Level

Step 3 –Defining Services

Step 4 –Service Owner and Levels of

Support

Step 5 –Continual

Service Improvement

Step 6 – Views of the Service

Catalogue

Step 7 –Review and

Change Management

Sample Service

Catalogue

Tips for a successful

Service Catalogue


Introduction


Different Viewpoints of IT Service Delivery

Service Management Requirements

IT View

Customer View

Business View





IT View

Customer View

Business View

Time from Incident to Resolution

Lowest Price

Highest Quality





IT View

Customer View

Business View

Revenue per employee

Order > Payment Cycle

Sales Revenue

Time from incident to resolution

Lowest Price

Highest Quality





IT View

Customer View

Business View

Revenue per employee

Order > Payment Cycle

Sales Revenue

Time from incident to resolution

Lowest Price

Highest Quality

Reactive - Fighting fires

Time to Resolution (SLA)

Keeping the lights On



IT Services – What are its dependencies from an IT Viewpoint?

SLA

Urgency

Priority

Impact

IT Services

Applications

Files & Data

Working AwayFrom Office

Business Dependency &

Expectation

Permissions &User Accounts

Proprietary & Confidential

Customer A

Customer B

Customer C

Response/Fix

How does IT and the customer know what Services it provides to the Business?

IT Services – What are its dependencies from an IT Viewpoint?



What is a Service

Catalogue?


What is a Service

Catalogue?

A Service Catalogue lists the IT Services an

organisation provides to its employees or

customers



What is a Service

Catalogue?

A Service Catalogue lists the IT Services an

organisation provides to its employees or

customers

~ Applications ~

~Email~

~ Files and Data ~

~ Hardware and

Equipment ~

~ Permissions and User

Accounts~

~ Meeting Room

Resources ~

~ Working Away From The

Office ~

Service Menu

But it does more than that...



Start simple, and keep it simple—small steps…

Where do you start?


Service Catalogue – more than a List

Engages IT with the Customer

Builds and Maintains

Relationships

Establishes Boundaries of

Service

Sets Expectations of Delivery

Path to IT Maturity

Introduces Continual

Service Improvement

Provides Business

Value

Helps IT get organised and align its actual

Service Delivery activities with

business needs



Provide greater insight to what IT do. Helps bridge the gap between viewpoints and

perceptions



Sets expectations of Services available, delivery

timeframes and better customer

experience



Helps IT and the customer

look at the bigger picture

rather than just fixing the

technical issue.



Creates more opportunities for IT, builds team morale and focuses technology solutions



Engages IT with the

Customer


Relationships


Service


Path to IT Maturity


Service Improvement

Provides Business

Value

IT’s value to the

organisation is seen through

visible changes



Engages IT with the

Customer


Relationships


Service


Path to IT Maturity


Service Improvement

Provides Business

Value

IT can begin to operate on

business guiding principles and

start contributing to

the “bottom line”


Each Service within the Catalogue should include the following:

Description of the Service and additional details

Timeframes or Service Level Agreements (SLAs) for fulfilling the Service

Who is entitled to request/view the Service

Costs (if any)

How to fulfill and deliver the Service

Considerations

Group by type and make searchable

Audience

Customers and the Business

Definition. What does it include?


Initiation Steps

Create awareness - select relevant individuals throughout IT

Buy-in is crucial- senior staff and Service Delivery teams

Achieve benefits buy-in from key stakeholders; Meet Team Leaders

Group emails and memos

Focus groups

Step 1 - Initiation


Step 1 - Initiation

Initiation Steps

Key stakeholders must be aware of the Service Level Manager’s intentions and the desired results Schedule follow-up meetings Timetable the project plan Explain the process and requirements for a

level playing field at kick-off

Arrange follow-up meetings and develop project plan with key stakeholders

What if the level of buy in is not as expected? Individual meetings with stakeholders Resolve issues and revisit why the Service

Catalogue is crucial to the process and how this feeds into the overall business strategy


The Highest Level Steps

Discuss exactly what Services IT is capable of providing What Services IT currently provide What is in scope for the future?

Nothing should be left to chance. This high level summary will be the foundation of the ‘customer’ version of the Service Catalogue

The Service Level Manager should sit down and speak with; Team leaders and managers in first, second

and third line support This may extend to colleagues in technical

support, network and desktop systems and database and analyst teams



The Highest Level Steps

Group Services into Categories, e.g.: Email Applications Working away from the office Files and data Permissions and user accounts Hardware and equipment Meeting room resources Technical systems, such as server maintenance,

backups, environmental management

When documenting the Categories; Use names customers understand Don’t refer to by project names or IT terminology.

The Service Catalogue must be understood by everyone

For simplicity and ease of understanding, dedicate one page of the Service Catalogue to each Service Category



Step 3 – Defining Services

Defining Service Steps Define types of support for each

Category

Set up a workshop with customers. Monitor and control customer expectations

Get feedback – expectations

Create a draft Catalogue and consult Technical teams

Host workshops – get the message out!

Aim to be a valued Service department aligned and engaged with the business

It’s very important to engage with customers from the start and to capture their requirements. Think about the customers’ experience with IT and keep this top-of-mind.


What is the Service?

How do they access the Service?

How will the request be

logged?

How will the the request be handled?

What automation is

required?

How will we track

progress of the request?

These are some of the elements you need to consider when working out how a service will be delivered within your chosen software tool

Service Delivery – the Process Bubble


Sub-Category

Category

ServiceWorking

Away From Office

Remote Access

Report a Fault

How do I?

Loan Equipment

Request Loan Equipment

INCIDENT SERVICE REQUEST SERVICE REQUEST

It’s a mapping thing…


Service Category Sub-Category Type

Files and Data

Hardware &Equipment

Permissions &User Accounts

WorkingAway fromthe office

Applications

Remote Access

Lost or Stolen Equipment

Loan Equipment

Report a fault

How do I?

Request Service

Report Stolen Laptop

Request Projector

Incident

Service Request

Incident

Service Request


FTP Access

Data Recovery

Shared Folders

Server Support

Backups

Storage Quota Administration

Hardware Maintenance

Software Maintenance

Environmental Management

Security Management

Server Administration

Mailbox Support

Outlook Web Access

Public Folder Administration

Calendar Troubleshooting

Web Conferencing

Email&

Calendaring

Install or Configure Software

Install or Configure Hardware

Desktop Vulnerability Management

Loaner Laptops

Procurement of Hardware & Software

Desktop Services

PC/Laptop Connectivity

Internet Access

Networking Services

Telephone & Voicemail Support

Mobile Phone Support

Mobile Device Support

TelephonyFaxing

NetworkAccess Administration

Password Management

New Hire & Terminations

Application Administration

Security Group Membership

User Account Management

DHCP AdministrationStatic IP AdministrationDNS AdministrationInteroffice AccessLAN AccessFirewall Management

Mailbox Quota AdministrationMailbox AccessExchange Server MaintenanceSMTP Routing

Telephony Server MaintenancePABX RoutingLeast Cost RoutingBlackberry Enterprise Server Management

Services

Exposed on Self Service Portal

Sub Services on Self Service Portal

[CATEGORY]

Services

NOT on Self

Service Portal

Sub Services NOT on Self Service

Portal

[CATEGORY]


Service Owner and Levels of Support Steps Who is supporting the Service? Who is managing the Service? Identify the first, second and third levels of support, - list the

types of support provided Availability of support – times Develop a technical version of the Service Catalogue – include

OLAs and UCs Ensure costs / charges are included where appropriate

Step 4 – Service Owner and Support


Review – by support teams throughout the Service Catalogue lifecycle

Retiring a Service - decided by the relevant support services, facilitated by Service Level Manager - may involve negotiation with customers

Withdrawn Service – decision must be justified using supporting evidence

Responsibility is with the Service Level Manager

Continual Service Improvement Steps

Step 5 – Continual Service Improvement


The Customer View

Information relevant to the business in a familiar style for customers

Key details about the product. Keep it brief! Ensure customer version and benefits of the

Service Catalogue is marketed / communicated across the organization

Step 6 – Two views of the Service Catalogue


The Customer View Information relevant to the business in a familiar style for customers Key details about the product. Keep it brief! Ensure customer version and benefits of the Service Catalogue is

marketed / communicated across the organization

The Technical ViewInformation relevant to the IT service providers:

The Service owner The end user The first level support The second level support The third level support The first, second and third level support availability Escalation process and path

Step 6 – Two views of the Service Catalogue


Step 6 – Example View


Review & Change Management Steps

The last step is to agree with relevant parties a process whereby the Service Catalogue is reviewed and marketed internally

The Service Catalogue should be ‘living’ catalogue where services and support levels can be added and removed as required. Alongside the Service Catalogue should be a detailed plan outlining the Change Management process and who is responsible for each stage

Just as OLAs and Service Level Agreements (SLAs) are constantly reviewed so too should the Service Catalogue as each document has a direct bearing on the other

Step 7 – Review & Change Management

Please note that values for services given are examples only and should NOT be regarded as standard. Each

company’s Service Catalogue requirements are different, as is every

Service Catalogue.


Service Description: Delivery and management of electronic messaging services to and from the company

Services Included:

Mailbox Support (troubleshooting, email aliases, shared mailboxes etc.)Public Folder Management (structure, security, synchronization)Calendaring (synchronization, availability, shared, security)Distribution List Management (global address list, security)SPAM filtering and Management (security, safety, Mailbox Quota AdministrationSecurity Management

Services Excluded:Local client mailbox managementRestoration of mailbox informationAssistance with Personal Folder Storage (PST)

Service Options:Restoration of individual mailbox data at the request of legal requirements.

Service SLA:

Provide availability of 99.9% not including scheduled change outages. Measure availability based on Exchange Server uptime.Process requests to add, delete, or change the name of an email account within 1 – 3 days.Restore service within 2 hours for a Severity 1 outage, within 24 hours for Severity 2 outage, and within 48 hours for a Severity 3 outage.

Default OLA Team: Infrastructure Team Hardware Support OLA

Service Hours: 24 hours 7 days per week including holidays

Delivery Scope: Corporate wide. In all countries and locations.

Importance: Mission Critical

Last Review Date: 01 January 2011

Service Owner: John Smith, Service Desk Manager

Business Owner: George Flynn, Chief Information Officer

Business Alignment: Primary communication tool for day-to-day business continuity.

Outsourced To: Hardware failure outsourced to Hewlett Packard Support Services

Step 7 – Sample Service Details


Incident Category Incident Sub-Category

Mailbox Support

Create/Remove/Modify MailboxCreate/Remove/Modify Shared MailboxEmail Client TroubleshootingEmail ForwardingClient Install/RemoveHow-To GuidanceMailbox Policy

Outlook Web AccessServer AddressRemote Access AssistanceHow-To Guidance

Public Folders

Create/Remove/Modify Single MailboxCreate/Remove/Modify Shared MailboxPublic Folders TroubleshootingHow-To Guidance

Calendaring

Create/Remove/Modify Single CalendarCreate/Remove/Modify Shared CalendarCalendar TroubleshootingCalendar SharingCalendar SecurityHow-To Guidance

Distribution Lists

Create/Remove/ModifyCreate/Remove/ModifySecurity/Membership ChangesHow-To Guidance

Mailbox AccessCreate/Remove/Modify Single MailboxCreate/Remove/Modify Shared MailboxMailbox Access Troubleshooting



CLASSIFICATION DEFINITION VALUE DESCRIPTION

IMPACTCRITICALITY TO

BUSINESS

HIGH >10 Users /VIP

MEDIUM 5-10 Users

LOW 1 – 5 Users

URGENCY DEGREE OF FAILURE

HIGHTotal Service Interruption

MEDIUMService Interruption

with temporary workaround

LOWService Interruption

with a known workaround

IMPACT

UR

GEN

CY

PRIORITY/RESPONSE HIGH MEDIUM LOW

HIGHCRITICAL <2 HRS

HIGH<4 HRS

MEDIUM<1 DAY

MEDIUMHIGH

<4 HRSMEDIUM<1 DAY

LOW<2 DAYS

LOWMEDIUM< 1 DAY

LOW<2 DAYS

LOW<4 DAYS



Tips for a successful

Service Catalogue

Start simple and keep it simple –

small steps

Engage with users from the start help

the customer understand what

you do.

Get the business and IT to partner

&agree on Services

Implement & maintain a

service mind-set throughout the IT

Team

Create & manage points of

responsibility –SLAs, Incident Lifecycle etc. Empower your

Service Desk to feed into the

Service Portfolio

Review regularlybased on SLAs,

customer feedback, surveys, changes in

business

Keep the business and its customers

informed

Innovative Technology Built on Timeless Values


We hope you have enjoyed the journey.

Do you have any questions?

Thank you!

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