Armed and Extremely Dangerous - The Service Catalogue Is More Than Just a Tool (2011)

ARMED
AND
EXTREMELY DANGEROUS

SERVICE CATALOGUE WEBINAR
Karen Ferris
Macanta Consulting
© Macanta Consulting 2011 Service Catalogue Webinar

Outline

•  What is a Service Catalogue – and what it is not
•  Benefits
•  Where to start
•  Approach
•  Static service catalogue
•  Actionable service catalogue
•  Top 10 tips


What is a Service Catalogue?


Service Catalogue - ITIL®
The service catalogue is a database or structured
document with information about all live services,
including those available for deployment

The service catalogue is the only part of the service
portfolio published to customers, and 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

It acts as a service order and demand channeling
mechanism

Service Catalogue - USMBOK™

A service catalog consists of one or more descriptions
of current service offerings and optionally, future
service capabilities.

A service catalog is defined in terms understood by
it’s intended customer audience and is the basis for
requesting and negotiating service, and desired levels
of service.

A service catalog entry is the first stage of influencing
and setting service level expectations.


What It Is Not

It is NOT a list of services


What is a Service Catalogue?
ü  Comprehensive list of services
ü  Products
ü  Services including brochure services
ü  Deliverables, prices, contact points, ordering and
request processes
ü  Business facing
ü  Actionable
ü  Contextual
ü  Shopping cart experience
ü  Service level targets
ü  Tracking
ü  Chargeback
ü  Demand management
ü  Automated fulfillment process

Benefits


Benefits
§  Promotes the service provider as service focused –
not product or technology focused
§  Enables business management
§  Allocation of costs or service charges
§  Reduces operational costs
§  Providing services that are required
§  Identifying and eliminating service waste
§  Empowers the business
§  Improves customer satisfaction
§  Improves relationships and communication
§  Identifies requirements and demand
§  Provides foundation for formal SLM and SCM

Where to start?


What is a service?


What is a Service?

A means of delivering value to customers by
facilitating outcomes customers want to receive
without the ownership of specific costs and risks.
Source: ITIL

A service is any act or performance that one person
can offer to another, that is intangible, produced at
the moment of delivery and does not result in transfer
of ownership. Service value and quality is based on
customer perception, where satisfaction is based on
outcomes and is subjective.
Source: The Service Catalog Practitioner Guide – Mark O’Loughlin


Approach


Approach

•  Define the objective
•  Gather requirements
•  Run as a project
•  Scope
•  Milestones
•  Assign ownership
•  Communication
•  Keep it simple
•  Top down approach


Static Service Catalogue


Define Service Offerings

•  Identify business units and business processes

•  Identify underpinning service offerings

•  Characteristics:

•  Fulfils one or more needs of the customer
•  Supports the customer’s business objectives
•  Is perceived by the customer as a coherent
whole or consumable product


Service Offerings

•  Does it have a customer?

•  Are there terms and conditions
established?


Catalogue Types

Product Catalogue
Technical Service Catalogue
Business Service Catalogue
Supplier Catalogue
Retail Service Catalogue
Supporting Service Catalogue
Wholesale Service Catalogue
Actionable Service Catalogue
Professional Services Catalogue


There is only ONE Service Catalogue

There are MANY views of the Service Catalogue


Data Capture
•  Service name
•  Description – short and long
•  Status
•  Fulfillment process
•  Service type
•  Classification or category
•  Service objective
•  Service owner
•  Service level targets
•  Link to SLA
•  Support hours (Service Desk and level x)
•  Link to policies and procedures
•  Charging arrangements
•  Maintenance windows
•  Backup and recovery details


Create Static Service Catalogue

•  Populate the catalogue
•  Make it available
•  Link to current fulfillment processes
•  Advertise and communicate
•  Position and manage expectations
•  Change Management
•  Maintain momentum
•  Feedback



•  For each service:

•  Determine current fulfilment process
•  Define the future fulfilment process
•  Create process flows
•  Determine roles and responsibilities
•  Entitlements, authorisations and approvals
•  Create a RACI matrix
•  Validate and update


Considera*ons
Details
(Applicable
to
order
phone
workflow)

Will
anyone
be
allowed
to
order
a
phone?
Yes.
If
not,
en8tlement
needs
to
be
understood.
Who
can
order

the
item
and
how
will
this
be
validated
and
controlled?

Will
there
be
an
approval
mechanism?
Yes.

Who
can
approve
requests?
Line
manager
as
listed
in
directory
services.

How
will
people
approve
the
request?
An
automa8c
approval
work
order
will
be
generated
and
assigned

to
the
appropriate
line
manager.
The
work
order
will
be

automa8cally
linked
to
the
service
request
using
the
API.

What
happens
if
the
request
is
not
approved?
The
line
manager
will
con8nue
to
receive
approval
no8fica8ons

every
two
days
un8l
the
approval
work
order
is
approved
or

rejected.

How
will
the
user
be
kept
informed?
At
defined
intervals
the
service
request
status
will
be
updated
to

reflect
where
the
request
is
within
the
order
process.
The
status

will
be
visible
to
the
requestor
from
their
personal
page
within
the

catalogue.

How
does
the
actual
request
get
processed
from
As
per
the
process
flow.

start
to
finish?

Iden8fy
boHlenecks.
Line
managers
not
approving
orders.

Delays
in
purchasing
requisi8ons
being
completed
in
a
8mely

manner.


The Actionable Service Catalogue
User completes
Assign request
form and

Update
Service
Catalogue
status

to purchasing

Update
Service
Catalogue
status

submits

Line Manager
approval Order phone
requested

Y
Approved? Phone received

N
Inform user
Phone
and close
delivered
request

Inform user
and close
request

End


The Actionable Service Catalogue

Manager
completes form
for new starter

Desk phone Security pass Induction
Access request
request request request

Mobile phone Credit card
Laptop request
request request


Technology


Technology
•  Create a specification of requirements
•  Create RFI / RFP
•  Go to market
•  Shortlist
•  Create detailed evaluation criteria
•  Assign weightings
•  Evaluate
•  Reference sites
•  Vendor product demonstration
•  Proof of concept?
•  Select
•  Plan pilot
•  Rollout


Top Ten Tips


Top 10 Tips
1.  Use customer language
2.  The Service Catalogue is not a list
3.  Bite size chunks
4.  Customise and contextualise
5.  Communicate
6.  Don’t underestimate effort
7.  Run as a project
8.  Assign ownership
9.  Stakeholder involvement
10. Manage and maintain – subject to CSI


Email: Karen.Ferris@macanta.com.au

Website: www.macanta.com.au

Twitter: @karen_ferris

Facebook: http://www.facebook.com/MacantaConsulting

Mobile: 0425 728 498


Armed and Extremely Dangerous - The Service Catalogue Is More Than Just a Tool (2011)

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