Billed as 'Behold the incredible multi-talented service catalogue' and delivered at SITS13 at Earls Court by Steve Lawless.
Begin your 'ITIL' IT Service Management journey here https://purplegriffon.com/courses/itil-it-service-management-itsm/itil-foundation
2. “A well-defined service catalogue has
multiple uses and offers multiple solutions”
“Here’s how you can get started”
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30 minutes of free training and consultancy…..
The rest you’ll have to pay for…
3. What are we going to look at?
• For some a daunting prospect, especially for smaller
organisations with limited resources
• Practical hints and tips about how to get started
• How to address the challenges and guidance on
reaping the benefits of a service catalogue
• Learn the starting point for building a service catalogue
on a limited budget
• Takeaway a high level process document to get you
started
• Receive a free template, getting stated guide and
implementation roadmap
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4. Back to basics…..
• What is a Service?
– A means of delivering value to customers
• What is a Catalogue?
– A register of related items
• What is a Service Catalogue?
– A single, concise source of clear, accurate and up-to-date
information about all of your live services
• What is the Service Catalogue Management process?
– A way of keeping the catalogue up to date and accurate
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5. In its basic form..
It describes…
• Core Services
• Supporting Services
– Enhancing services
– Enabling services
• Service Levels
• Service Level Packages
….and their descriptions and attributes
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6. Multiple uses
• An ‘actionable service catalogue’ to handle automated
service requests/incidents…’Self Service Portal’
• Information source as to where to place requests for
services in the catalogue
• Marketing service to customers
• To communicate with customers about services
• Handling change proposals
• Reference for service provider staff regarding service,
dependencies and interfaces
• An integrated Portfolio of services
In practical terms you want a single Service Catalogue, but
with as many technical and business uses as possible
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7. The actionable ‘self service’ catalogue
• The basis of a ‘self service’ portal - logging
Incidents, Problems and Service Requests
• Catalogue your services as your customers see
them…..
• Include:
– A description of the service
– Timeframes or service level agreed target for fulfilling
the service
– Who is entitled to request/view the service
– Costs (if any)
– How the service will be fulfilled
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8. The information resource
• A Business Catalogue – describing what the service
provider can do for the customer
• A Technical Catalogue – describing how IT supports
business activities
• A Partitionable Catalogue – to show different views to
different customers
• Linked to your Configuration data (CMS/CMDB) – to
allow IT to drill down through the infrastructure
• A source of data for reporting
• Describes how the business and IT can interact
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9. A marketing resource
• The Service Catalogue describes our actual and
present capabilities
• Allows us to:
– Identify new solutions for customers from existing
services
– Manage upgrades
– Manage updates
– Up-sell to existing services
– Package services and service levels
• Can even contain pricing and offers
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10. Communication resource
• To Customers and users
– Dates for new releases
– Upgrade paths
– Accessing reports
• For IT
– For performing Business Impact Analysis
– For managing demand
– For managing capacity
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11. Supporting change proposals and
requests
• The Service Portfolio comprises…
– The Service Pipeline
– The Service Catalogue
– Retired Services
• The Service catalogue is fed from the pipeline
• Movement is initiated by Change requests
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13. A source of reference
• What do we support?
• Where do we support?
• Who do we support?
• When do we support?
• What do 3rd parties support?
• How is support delivered?
• Why do we support?
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15. Practical considerations (1)
• Developing both IT, supplier and business buy-in
• Develop a vision for the use of a Service Catalogue
• Develop a road-map for the production of a Service
Catalogue. The Catalogue of Services may need to be agile, to
meet all of the rapidly changing and on-going market
requirements that your organisation may face now and in the
future
• Conduct a series of exercises and activities that help to
answer the major questions required to formulate a Service
Catalogue plan
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16. Practical considerations (2)
• Defining project scope – what and who needs to be included?
• Define Service Catalogue requirements - purpose, scope, key
users, interfaces, tools?
• Define how you gather the required data/what already exists
and what needs to be collected?
• How much information is available (and what is required for
the use of this “catalogue”)? i.e. service availability,
service/SLA requirements, criticality, supplier details,
technical components etc
• Document who will be using the Service Catalogue, and what
will they require from it?
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17. Practical considerations (3)
• How do the underpinning processes currently underpin the
creation of a Service Catalogue, i.e. Configuration
Management (which will be highly important), Change
Management, Service Level Management and others.
• Do you have a template for the catalogue? How will the
information be stored and presented? i.e. spreadsheet, on-
line, wiki…?
• Who will own the catalogue?
• Who will maintain the catalogue?
• Define how new services get into and leave the catalogue
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18. Suggested key stages and target
achievements
Phase 1- Define
Phase 2 – Execute
Proof of Concept
Phase 3 – Roll out
Phase 4 - Review
• Align to Service Strategy *
• Define project scope including target
area for Proof of Concept
• Define Service Catalogue requirements
- purpose, scope, key users, interfaces,
tools
• Perform data gathering exercise,
analyse and normalise
• Define the design/ structure of Service
Catalogue
• Agree governance/ operational policies
• Agree organisational support structure
• Define and agree roles and
responsibilities
• Draft Service Catalogue Governance
policies, processes, procedures and
work instructions
• Define Service Catalogue template
• Create and implement change process
to maintain the Service Catalogue
• Draft Communication Plan
• Define MI requirements
• Create draft data migration plan for
Proof of Concept area
* Key to the successful delivery of any
service improvement initiatives
undertaken
• Validate Service Catalogue
structure
• Implement Service Catalogue
Policies, Procedures and Work
Instructions and tool
• Collect data and populate Service
Catalogue in line with the data
migration plan
• Implement reporting suite
• Identify lessons learnt and areas
for improvement
• Prepare roll-out plan
• Map IT Services and components
• Implement interfaces
• Execute roll-out plan
• Review and identify areas for
improvement
System decision and progression
Process feeds into Continual Service
Improvement planning
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19. Links to ‘Getting started with
Service Catalogue Management’
and other free resources available
on www.purplegriffon.com
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