(You can find the fully recorded script from this presentation here http://www.itsmblog.at/2014/04/presentation-service-catalog-portal-customer-window) Are you interested how your online shop is managing his logistics to deliver the article you ordered in time? Do you order your goods three days later if your web shop is showing unknown availability status? Do you buy services which are described unclear and nebulous in your private life? All answers are clearly ‘No, of course not!’. For many IT organizations the Service Catalog is just the next CMDB nightmare. Seven approaches to implement but not really up and running yet. Yes, because the CMDB itself is simply a repository of relationships that has minimal value. The true value is in understanding how these relationships impact IT and business services. And: No user will see the CMDB ever. But your Service Catalog Portal is your single point of information for your service customers. It has to provide all articles the users want to order like in Amazon.com. The description has to be complete and easy to understand. The usability has to be ‘one-click to order’. And how do the users want to find your services? Simply by searching like on Google.com.

1. Martin Pscheidl, MBA, MSc, CMC
martin.pscheidl@itsmf.at

2.  The IT Service Management Forum (itSMF) is an
independent, international, non-profit organization of
IT Service Management (ITSM) professionals worldwide.
Around the operation of IT services the itSMF collects, develops
and publishes “best practice”, supports education and training,
discuss the development of ITSM tools, initiates advisory ideas
about ITSM and holds conventions.
 The Austrian itSMF Chapter was
founded 2002.
(Remark: There are no kangaroos in Austria!)
Why us?
This is an independent best practice presentation
2The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

3.  30 years in IT business
 15 years in ITSM
 Engineer, MSC, MBA - all in ICT
 ITIL® Expert
 Distinguished Professional in
Service Management DPSM(CM)
 Chair of itSMF Austria
 Manager at KPMG IT Advisory Management Consulting
 But additional to my consulting expertise I am a consumer, a
customer, an IT user and to be honest I’m using my own
devices, I don’t like reading handbooks and policies.
 To gather information I’m searching on Google.
 To buy goods I’m using web-shops like Amazon.com.
Why me?
I like sharing experiences
3The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

4.  ITIL® is a Registered Trade Mark of AXELOS Limited
 IT Infrastructure Library® is a Registered Trade Mark of AXELOS Limited
 Amazon.com® and the Amazon.com logo are the registered trademarks of
Amazon.com
 Apple and the Apple logo are registered trademarks of Apple Inc.
 Google and the Google logo are registered trademarks of Google Inc.
 ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc.
 All other brand and product names are trademarks or registered trademarks
of their respective holders.
 All materials have been prepared for general information purposes only to
permit you to learn more about the experience of our association members
and their thoughts and best practices.
 The information presented is not legal or technical advice, is not to be acted
on as such, may not be current and is subject to change without notice.
Trade Mark Acknowledgement
We can’t live without these companies
4The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

5. My IT organization…
 …doesn’t provide a Service Catalog.
 …provides a Service Catalog on Paper.
 …provides a Service Catalog Portal for our internal users.
 …provides a Service Catalog Portal for our external customers.
 …provides a Service Catalog Portal for both users and customers.
If you are a consultant please don’t answer!
You have 45 seconds to answer!
Thank You!
Quick Survey
Please tell us about your Service Catalog!
5The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

6. • IT Service Catalog
IT Systems
IT Services
Service types and catalog types
A number of service catalog types can exist in an org.
6The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl
IT
Organization
(internal)
Organization
(external)
• Business Service
Catalog
• Business
actionable Catalog
Business Services
• Customer Service
Catalog
• Customer
actionable Catalog
Customer Services
Professional Services Catalog
Product Catalog
Supplier Catalog
Broker
Service
Catalog
Supplier Catalog

7. The IT service catalog contains a listing of the IT systems and
IT services, along with information regarding key attributes for
the IT systems and IT services contained in their respective service
records.
IT system:
 is a grouping of CIs that make up an end-to-end IT solution, for
example an authentication system or a storage system.
 provides a capability to satisfy a need or objective, for example
the ability for all staff to store data, for example file storage
 is built from CIs that (should) exist in the CMDB via relationships
between those CIs
 is seen from the IT perspective as a collection of IT CIs
IT service catalog
IT systems and IT services constitute the IT service catalog
7The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

8. IT service:
 is based on one or more IT systems
 provides the means to deliver a business or a customer service
 is seen from the IT perspective as a collection of IT systems
 charging can be applied to users of the IT service
 maps to IT systems and not to CIs directly
Key points to note are that the IT service catalog:
 contains details of the technical services
 contains the relationships between IT systems and IT services
 contains relationships between, or links to, CIs and IT systems
 generally written and presented in a technical language or view
IT service catalog (cont’d)
IT systems and IT services constitute the IT service catalog
8The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

9. Business service:
 supports business processes, for example HR service provided
by IT services which are made up of IT systems
 is one or more IT services that enable a business process or function
 are services used by the business to support the business
 charging can be applied to the business service
 is seen from the perspective of the business
 is something that delivers value to the business
Key points to note are that the business service catalog:
 contains details of the business services
 should contain the relationships between IT and business services
 should be written and presented in a language or view that is
understood by the business
Business Service Catalog
represents the services used by personnel within the org
9The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

10. Customer service:
 is provided to a customer that allows the customer to interact
with the organization
 is seen from the perspective of the customer
 is something that you can sell to a customer
 is something that a customer can buy, is wiling to pay for and use
 is something that delivers value to customers
Key points to note are that the customer service catalog:
 contains details of the customer services
 contains services that are used by customers to interact with the
organization
 should contain the relationships to business services
 should be written and presented in the customer language
Customer Service Catalog
represents the services used by the org's customers
10The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

11.  The actionable service catalog is an element of the service
catalog that is published to users and customers and allows
them to order goods and services. This service catalog type is
considered dynamic.
 An organization may have an internal actionable service
catalog, via an intranet, and an external public actionable
service catalog and product catalog, via the internet.
 A widely used synonym for the technology behind the
actionable service catalog is the term Service Catalog Portal.
 The functionality of the technology is key for success and
acceptance of your actionable service catalog service itself.
The Actionable Service Catalog
enables users or customers to interact with IT
11The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

12. To decide about the Actionable Service Catalog and the Service
Catalog Portal technology the organization should:
 recognize the importance of understanding what it is they need
from the actionable service catalog (the requirements)
 know who is involved (people)
 have clear understanding of what will happen (the process)
 identify the correct technology (products & partners)
This approach should ensure that a useable and relevant
actionable service catalog is provided in a format that is clear,
understandable and easy to use.
Decide about the Service Catalog Portal
take care of requirements, people, process and technology
12The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

13. Typical traits of an actionable service catalog include:
 it should be presented in language that the user understands
 it needs to be easy to navigate
 it presents a list of the services that the users understand which are
available for them to order
 it should have the functionality of a shopping cart
 different users can have different levels of access depending on their
entitlement to a particular service
 it may also allow the user to see the status of their interaction and
any history associated with it, for example is it pending, approved or
declined
 it provides management with a view of the services being used, who
ordered the services and the number people using particular services
Public face of the service catalog
Strong capabilities are needed for users and management
13The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

14. Basic elements of any actionable service catalog that require
careful consideration :
 Entitlement
is the process whereby users and customers are authorized to
have the appropriate level of access and rights in order to carry
out a business process or customer service.
 Security
Information that is stored about customers must be handled and
maintained in a secure manner.
 Language
The language of your target audience should be supported.
 Popularity
The actionable service catalog should be designed in an easy to
use and intuitive way to encourage users to come back.
Actionable Service Catalog Design
only full portal functionality will support your requirements
14The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

15.  Search & Find should work as easy
as on Google.
 Choose & Go should work as easy
as on Apple.
 Buy & Deliver should work as easy
as on Amazon.
Even the very technical oriented EC2 Service
Catalog is aligned on the rest of the consumer
friendly Amazon interface.
Your Service Catalog Portal should not look and
feel like your ITSM solution!
Your role models
Every user has his private best practice experience
15The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl
TYPICAL APPLE PRODUCT …
TOUCH
A GOOGLE PRODUCT …
FIND
YOUR ITSM SOLUTION…
First Name:
Last Name:
Organization:
Location:
Phone 1:
Phone 2:
CI #:
Order#:
Ref #:
Approver 1:
Approver 2:
Approver 3:
Approver 4:
Supervisor::
OKAY APPLY SAVE UNDO EDIT CANCEL RATE FORWD

16. Service Management Portal
User interface to all ITSM processes with user self service
16The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

17. Service Management Portal
designed in corporate identity look and feel
17The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

18. Service Management Portal
fancy user interface
18The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

19. Service Management Portal
responsive user interface for smart devices
• Your Service
Catalog Solution
has to be
responsive.
• The interface
should be aligned
to the used device
automatically.
• Smart features
like wiping should
be supported.
• As easy as
possible …
19The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

20.  A number of service catalog types can exist in an org.
 IT systems and IT services constitute the IT service catalog
 The Business Service Catalog represents the services used by personnel
within the organization
 The Customer Service Catalog represents the services used by the organizations’
customers
 The Actionable Service Catalog enables users or customers to interact with IT
 While implementing a Service Catalog Portal take care of requirements, people,
process and technology
 Only full portal functionality will support your requirements for the design of
a state of the art actionable service catalog.
 Your role models should be Amazon and Google
 And you should develop a responsive user interface for smart devices, because they are
established fact
 Your customers see you through your Service Portal. And they will rate you, like
you are rating your preferred Vendor!
Wrap-up
both service content and service presentation are essential
20The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

21. Visit our German speaking blog http://itsm-blog.at
or our homepage http://www.itsmf.at
itSMF Österreich
Kaiserstraße 14/2
1070 Wien
+43-1-5223636-13
office@itsmf.at
or write an email to me
martin.pscheidl@itsmf.at
Questions?
Feel free to come back to us!
21The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl