Download - Copyright 2008, Integrated Solutions Management Defining Services for Your IT Service Catalog
Copyright 2008, Integrated Solutions Management
Defining Defining Services for Services for
Your IT Service Your IT Service CatalogCatalog
Defining Defining Services for Services for
Your IT Service Your IT Service CatalogCatalog
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Integrated Solutions Management
Presentation ObjectivesPresentation Objectives
Copyright 2008, Integrated Solutions Management
Understand IT Service and Service Catalog Concepts
Review Service Definition Keys to Success
Provide Usable Concepts, Tools and Techniques, and Best Practices
Answer Questions
Integrated Solutions Management
Corporate Background / CustomersCorporate Background / Customers
Copyright 2008, Integrated Solutions Management
Enterprise/IT TransformationIT/Business Alignment and GovernanceProcess Engineering and AutomationOrganization Change Management
Service/Asset ManagementService ManagementAsset ManagementRelationship Management
Solution ManagementPortfolio ManagementProject ManagementProgram Management OfficeSolution Lifecycle Services
Integrated Solutions Management
Questions – Where are we starting?Questions – Where are we starting?
Copyright 2008, Integrated Solutions Management
How many have a defined and published IT Service Strategy? Service Objectives – KPI’s Processes across IT including outside service providers and into the
business Roles and Responsibilities for IT, Third-Party Vendors, and Customers IT Services defined and available from a Service Catalog
Was the Strategy defined before the Service Catalog, after the Catalog, or were they defined together?
Has anyone defined and implemented their cost and chargeback model for IT Services?
Does anyone forecast demand for IT Services in support of budget?
How many are using ITIL as a guide to define their IT Services and the Service Catalog?
Have you found that ITIL is easy to understand and follow or is that why you are here?
Integrated Solutions Management
Copyright 2008, Integrated Solutions Management
Where are You in Organizational Maturity?Where are You in Organizational Maturity?
Chaotic v Ad Hocv Undocumentedv Unpredictablev Multiple Help Desksv Minimal IT Operationsv User Call Notification
Reactive v Best Effortv Fight Firesv Inventoryv Initiate Problem
Mgmt Processv Alert and Event
Mgmtv Monitor Availability (Uptime/Downtime)
Operational Process Engineering
Service and Account Management
Tool Leverage
Proactive v Analyze Trendsv Set Thresholdsv Predict Problemsv Automatev Mature Problem,
Configuration/Asset, Change and Performance Mgmt Processes
Service Delivery Process Engineering
Service v Define Services,
Pricing, Catalogv Understand Costsv Set Quality Goalsv Develop SLA’sv Monitor and Report on
Servicesv Capacity Planning
Business Management
Value v IT and Business Metric
Linkagev IT/Business
Collaboration improves Business Process
v Real-Time Infrastructure
v Business Planning
Value Management
Gartner
ITIL Service Management Process Maturity FrameworkISM Stage of Maturity Framework
InitialReaction
Recognition
Planning & Implementation
Maturity
UtilityOptimizing
Managed
Defined
Repeatable
Gartner IT Management Process Maturity Model
Integrated Solutions Management
Service Management Definitions (ITIL)Service Management Definitions (ITIL)
Copyright 2008, Integrated Solutions Management
Service Management – A set of specialized organizational capabilities for providing value to customers in the form of services.
Service Strategy – Establishes an overall strategy for IT Services and for IT Service Management.
Service – A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
Service Portfolio – Complete set of services managed throughout their lifecycle by the service provider.
Service Catalog – A sub-set of the Service Portfolio. It contains information about the Services that are available to the customers and how to order and request them.
Service Portfolio
Service Catalog
CustomerView
Integrated Solutions Management
Service Design & Management ProcessService Design & Management Process
Copyright 2008, Integrated Solutions Management
ISM has combined Service Portfolio Mgmt, Service Catalog Mgmt, and Demand Mgmt from Version 3 to form Service Design and Management Process
Assign “Ownership” for Service Design Process, IT Service Strategy, IT Service Portfolio, and Service Catalog
Review Enterprise Structure (Org Chart) and Strategy to identify Customer Sets and define Business Value objectives
Define overall IT Service Strategy with requirements before defining IT Services
Define Enterprise Services and Standard Services into a Service Catalog with Business (Customer) View and Technical (IT) View
Review Enterprise / IT
Strategy
Develop Service Catalog
Develop IT Service
Strategy / Portfolio
Define IT Services
Develop Cost / Price Model
Forecast Service Demand
Portfolio Mgmt
Govern-anceMgmt
Organ-ization Change Mgmt
Asset / Config Mgmt
Service Level Mgmt
Strategic / Tactical Activities
Business Value Mgmt
Source: ISM Information Technology Governance Model, Version 3
Manage Service throughout Lifecycle – Maintain Service Catalog
Measure / Analyze Service
Demand / Business Value
Change Mgmt
Operational Activities
IT as a Business
Integrated Solutions Management
Service Design & Management ProcessService Design & Management Process
Copyright 2008, Integrated Solutions Management
The process of defining IT Services consists of collecting and consolidating disparate information from across the Business and the IT organization into defined, manageable, and measurable entities. Business
Units/Departments/Locations Enterprise and IT Business
Processes Enterprise and PC Applications Infrastructure Hardware and
Software Components IT Standards and Policies Privacy and Security Requirements IT Organization Roles and
Responsibilities IT Staff and Skills Third-Party Vendors Service Management Category/Sub-
Category Model
Backup-Restore Strategies Incident Resolution and Escalation
Rules Service Request Approval Rules Change Management Rules Root Cause Analysis Teams Configuration Items (CI’s) Defined Workflows Software Release Strategies Disaster Recovery Plans and
Downtime Procedures Service Level Goals and Agreements
Integrated Solutions Management
Service Design & Management ProcessService Design & Management Process
Copyright 2008, Integrated Solutions Management
Assign “Service Manager” responsible for accuracy of the Service Catalog
IT Services must evolve as strategies and customer requirements change
The Service Catalog is maintained using Change Management Process
Reconcile IT Services with Service Management Category/Sub-Category Model and CMDB to improve decision-making and reporting
Measure delivery of IT Services to Business Value objectives in Service Strategy
Review Enterprise / IT
Strategy
Develop Service Catalog
Develop IT Service
Strategy / Portfolio
Define IT Services
Manage Service throughout Lifecycle – Maintain Service Catalog
Develop Cost / Price Model
Forecast Service Demand
Measure / Analyze Service
Demand / Business Value
Portfolio Mgmt
Change Mgmt
Govern-anceMgmt
Organ-ization Change Mgmt
Asset / Config Mgmt
Service Level Mgmt
Strategic / Tactical Activities Operational Activities
IT as a Business
Business Value Mgmt
Source: ISM Information Technology Governance Model, Version 3
Integrated Solutions Management
Defining IT Services – Enterprise ServicesDefining IT Services – Enterprise Services
Copyright 2008, Integrated Solutions Management
Integrated Services provided to the entire Enterprise or to Business Units or Departments
Comprised of end-to-end availability of Business Applications, Hardware/Network infrastructure components, Service/Support Model, Backup/Recovery, Security, Delivery Performance to the Desktop
Defined Services to support IT/Business Alignment and measure Business Value of IT Organization
Starting Points:Enterprise and IT StrategiesOrganization Charts (Business Units)Business Impact Analysis Reports
IT Service
Definition· · · · · ·
IT Service
Definition· · · · · ·
Service Design and
Management Process
Infrastructure
Components
Business Applications
Enterprise
Business
Units
Critical Success Factors
KPI’s
Roles and Responsibilities
Solution Development/Deployment Processes
Service/Support Model
ITIL Service Delivery
Processes
Customer
Requirements
Disaster Recovery /
Business Resumption
Vendors Information
Security Requirements
Backup and
Restore IT Staff/Skills
Regulatory Compliance
Business
Continuity
Plan
Technology
Standards
Goals and
Objectives
Enterprise Strategic Plan
IT Strategic/Tactic
al
Plan
Informatio
n
Management
Strategy
IT Systems
Strategy
Asset Management/Total Cost of Ownership
Communications
Measurements and
Metrics
IT Service
Definition· · · · · ·
IT Service
Definition· · · · · ·
Service Level Agreements Planning &
Budgeting
Customer Relationship Management
Management Dashboards and Reports
IT Business Value
ManagementEnterprise, Application, Technology
Architectures
Service Catalog
IT/Business Alignment
Inputs:
Benefits:
IT Service
Definition· · · · · ·
Integrated Solutions Management
Enterprise Service Definition TemplateEnterprise Service Definition Template
Copyright 2008, Integrated Solutions Management
Service InformationService Name
Service Description
Enabled Business Processes
Critical Success Factors – Business & IT
KPI’s in IT Management System
Location of Service Delivery
Relationships to other Services
Service Owners (Business and IT)
Service Level Goals / Agreements
Customer InformationCustomers (Business Units)
Customer Roles and Responsibilities
Super Users
Compliance InformationSecurity Requirements
Privacy Requirements
Data Retention Requirements
Other InformationDocumentation and Training
Information Management
Standards and Policies
Backup / Restore Requirements
Scheduled Maintenance Requirements
Support StructureService Availability Requirements
Service Coverage Required
Service Coverage – Off-Hours Strategy
Service Maturity Level – People, Process, Technology
Support Skills Required
Responsible Support Staff
Vendor Contract T&C’s and IT Vendor Mgmt
Service Components in Lifecycle
Support ProcessesITIL Version 2 Processes
ITIL Version 3 Processes
Integrated Solutions Management
Defining IT Services – Standard ServicesDefining IT Services – Standard Services
Copyright 2008, Integrated Solutions Management
Personal Service RequestsUsually involve System Access or Install, Move, Add, Change or Remove (IMAC) activities for Hardware and Software componentsGoverned by Architecture Standards and approval policiesDefined workflow, Customer responsibilities, IT responsibilities, Service Level Targets, costsShould set target of 80% of Service Requests ordered using Standard Services - Presented to Customers via IT Service Catalog
ITStandardService
Customer View IT View
• Availability• Responsibilities• Pre-requisites• Service Level Goals
• Workgroups• Responsibilities• Staffing/Skills• Tasks - Tools• Service Level Goals
Integrated Solutions Management
Standard Services DefinitionStandard Services Definition
Copyright 2008, Integrated Solutions Management
From Customer Perspective: Explicit definition of specific technology supported and
available from IT, including hardware, software and applications
Individual Services can be packaged - “On-boarding New Employee”
Description of the Customer’s responsibilities and the procedures by which requests are made and fulfilled
Commitment to deliver Standard Services or “packaged Services” to defined Service Level Goals
From IT Perspective: Staffing and skill set requirements to provide necessary
support Roles, responsibilities and assignment procedures within the
IT organization and third-party vendors to deliver the level of service quality
Workflow within IT to deliver the service to Customer within defined Service Level Goals
Integrated Solutions Management
Current Example – Local HospitalCurrent Example – Local Hospital
Copyright 2008, Integrated Solutions Management
Enterprise Services (34 Total) and Standard Services Clinical Services (13)
Hospital Business Services (6)
IT Services (15) including: Desktop and Customer Services
Several Standard Services (IMAC) Office & Collaboration (Email)
Several Standard Services (IMAC and Email) Privacy & Security
Several Standard Services (Systems Access) Telecommunications
Several Standard Services (IMAC) Web Services
Several Standard Services (Internet Access)
Integrated Solutions Management
The Service CatalogThe Service Catalog
Copyright 2008, Integrated Solutions Management
Service Catalog – 20% Customer Information; 80% IT InformationCustomers (via self-service portal) Primary interface for requesting new IT
Services Monitoring status of service requests
Business Leaders and Relationship Managers Use information to establish goals
agreements Forecast demand and manage costs
IT Service Delivery Personnel Organize and manage effective and
efficient service provisioning
Integrated Solutions Management
Service Catalog/Request Fulfillment ToolsService Catalog/Request Fulfillment Tools
Copyright 2008, Integrated Solutions Management
Basic Requirements: Functionality to design complex service offerings
and workflows
Publishing business-relevant descriptions, customer responsibilities, service tiers, pricing
Developing and maintaining re-usable service content
Workflow for ordering, approving, and provisioning of IT Services into production
Interaction with Change Management system to update Configuration Management Database
Tracking and measuring IT Service consumption and costs
Integrated Solutions Management
Measuring Value – Closing the LoopMeasuring Value – Closing the Loop
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Moving Forward with IT Services and CatalogMoving Forward with IT Services and Catalog
Copyright 2008, Integrated Solutions Management
Assess current situation – Where is the organization on the Maturity Model?
Assign ownership to the Service Design Process, IT Service Strategy, IT Service Definitions, and the Service Catalog
Use the Organization Chart and hardware/software lists to define IT Service Strategy and to identify Enterprise Services and Standard Services
Start an IT Services Communications Program within the business and IT
Map IT Services to the Service Management Category/Sub-Category Model and CMDB to provide consistent, effective management reporting
Use a template to collect/consolidate information into IT Service Definitions
Verify and revise IT Services with the Business Owner and IT Service Owner
Develop and implement the Service Catalog technology with customer self-service interface and provisioning workflow capabilities
Measure and report the business value of IT Services to stakeholders
Monitor, measure and continuously improve IT Services and the Service Catalog
Integrated Solutions Management
Key Concepts – Final ThoughtsKey Concepts – Final Thoughts
Copyright 2008, Integrated Solutions Management
Do not only focus on the “tip of the iceberg” – It is what’s under the water that counts
This is an on-going process, not a self-service tool – It must be set up and supported by leadership to succeed, not to fail
The majority of day-to-day goodwill to IT is in provisioning Standard Services – The majority of business value to the Enterprise is in managing IT Services throughout their lifecycle
Review Enterprise / IT
Strategy
Develop Service Catalog
Develop IT Service
Strategy / Portfolio
Define IT Services
Manage Service throughout Lifecycle – Maintain Service Catalog
Develop Cost / Price Model
Forecast Service Demand
Measure / Analyze Service
Demand / Business Value
Portfolio Mgmt
Change Mgmt
Govern-anceMgmt
Organ-ization Change Mgmt
Asset / Config Mgmt
Service Level Mgmt
Strategic / Tactical Activities Operational Activities
IT as a Business
Business Value Mgmt
Chaotic v Ad Hocv Undocumentedv Unpredictablev Multiple Help Desksv Minimal IT Operationsv User Call Notification
Reactive v Best Effortv Fight Firesv Inventoryv Initiate Problem
Mgmt Processv Alert and Event
Mgmtv Monitor Availability (Uptime/Downtime)
Operational Process Engineering
Service and Account Management
Tool Leverage
Proactive v Analyze Trendsv Set Thresholdsv Predict Problemsv Automatev Mature Problem,
Configuration/Asset, Change and Performance Mgmt Processes
Service Delivery Process Engineering
Service v Define Services,
Pricing, Catalogv Understand Costsv Set Quality Goalsv Develop SLA’sv Monitor and Report on
Servicesv Capacity Planning
Business Management
Value v IT and Business Metric
Linkagev IT/Business
Collaboration improves Business Process
v Real-Time Infrastructure
v Business Planning
Value ManagementInitial
Reaction
Recognition
Planning & Implementation
Maturity
UtilityOptimizing
Managed
Defined
Repeatable
Understand Your Maturity
Develop the Catalog
Define IT Services
Define IT Service Strategy
Integrated Solutions Management
Copyright 2008, Integrated Solutions Management
Thank YouThank You
QuestionsQuestionsAndAnd
AnswersAnswers
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