it service taxonomy essentials: separate it and business services catalogs?
TRANSCRIPT
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: [email protected]
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: [email protected]
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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