SESSION 203 Monday, October 20, 11:30 AM ‐ 12:30 PM Track: The Beginner's View Implementing a Service Catalog Users Will Love Robert Stroud VP, Strategy and Innovation, CA Technologies [email protected]Session Description End users today have particular expectations: They expect to get what they want, when and where they want it. They expect to engage in a user‐friendly way with social media, and they expect full transparency across these interactions. The challenge for enterprise IT is keeping up with the needs of their end users, defining services not only in the businesss terms but also in their end users language of choice, and delivering those services where, when, and how they are needed. The value lies in publishing services with full cost/price and SLA transparency, and provisioning them automatically. In this session, Rob Stroud will present five steps to effectively implementing a service catalog end users will love. Speaker Background Robert Stroud, VP of strategy and innovation at CA Technologies, is dedicated to the development of industry trends and strategies, and the communication of industry best practices. Robert is a former VP on the ISACA board, and he also served on the ISACA Strategic Advisory Council, leading the ISACA ISO Liaison subcommittee and COBIT steering committee. He’s the author of several standards publications, including COBIT 4.0, 4.1, and COBIT 5, guidance for Basel II, and multiple mappings of COBIT to various frameworks and standards.
Transcript
SESSION 203Monday, October 20, 11:30 AM ‐ 12:30 PM
Track: The Beginner's View
Implementing a Service Catalog Users Will Love Robert Stroud VP, Strategy and Innovation, CA Technologies [email protected]
Session Description
End users today have particular expectations: They expect to get what they want, when and where they want it. They expect to engage in a user‐friendly way with social media, and they expect full transparency across these interactions. The challenge for enterprise IT is keeping up with the needs of their end users, defining services not only in the businesss terms but also in their end users language of choice, and delivering those services where, when, and how they are needed. The value lies in publishing services with full cost/price and SLA transparency, and provisioning them automatically. In this session, Rob Stroud will present five steps to effectively implementing a service catalog end users will love.
Speaker Background Robert Stroud, VP of strategy and innovation at CA Technologies, is dedicated to the development of industry trends and strategies, and the communication of industry best practices. Robert is a former VP on the ISACA board, and he also served on the ISACA Strategic Advisory Council, leading the ISACA ISO Liaison subcommittee and COBIT steering committee. He’s the author of several standards publications, including COBIT 4.0, 4.1, and COBIT 5, guidance for Basel II, and multiple mappings of COBIT to various frameworks and standards.
SESSION 203: IMPLEMENTING A SERVICE CATALOG USERS WILL LOVE
Robert E Stroud CGEIT CRISC VP Strategy & Innovation CA Technologies
SESSION 203: IMPLEMENTING A SERVICE CATALOG USERS WILL LOVE
End users today have particular expectations: They expect to get what they want, when and where they want it. They expect to engage in a user-friendly way with social media, and they expect full transparency across these interactions. The challenge for enterprise IT is keeping up with the needs of their end users, defining services not only in the business’s terms but also in their end users’ language of choice, and delivering those services where, when, and how they are needed. The value lies in publishing services with full cost/price and SLA transparency, and provisioning them automatically. In this session, Rob Stroud will present five steps to effectively implementing a service catalog end users will love.
• Key Point – automate only your simple tasks and approvals in the beginning
Set and communicate expectations
• Communication policies
– Notifications
– Status changes
• Service Levels
– Timeframes for provisioning and fulfillment
– Service contracts
– Appropriate metrics
– Penalties for not meeting SLAs
• Reporting
• Key Point – make sure you know your baseline before setting expectations
Financial and Billing
• Service offering price
– Flat rate, measured rate, tiered rate
– Price for options and service levels
• Cost allocation policies
– Business or technical allocation of costs
• Consumption calculation
– Business metrics that are appropriate for the service
• Key Point – keep it meaningful and relevant to the business
• Defining each service as a “one off” – Not following standards across the enterprise
• Trying to automate every decision when human experience is necessary, especially in your first phase – Sometimes, you need to rely on “Joe’s” expertise and
automate only a notification
• Creating SLAs without a measurable business goal or purpose – Can metrics be collected, aggregated, and applied to the
specific service?
• Use technical metrics when business metrics are expected – Charge per CPU cycle for a cloud service when an hourly charge
is appropriate
Challenges to Success
Steps For Defining IT Services
When adding a new service or when changing a service, you should follow these steps:
• Enhance process of performing approvals and delivery of service
• Manage expectations of what the business “gets” and at what cost
• Gain Confidence and Control in Service Management
Summary
• Your Service Catalog: – Identifies services offered – Should reflect the default levels of service that
would work for 75% - 80% of your organization – This becomes a master SLA that allows for
different levels of service to be driven from the default levels of service
– Doesn’t require an SLA for each customer – Easier to update and maintain than separate SLA’s – Accessible by the customer – Non-technical document – Allows you to “connect”
What Customers Want?
“People do not want quarter-inch drills.
They want quarter-inch holes”
Professor Emeritus Theodore Levitt, Harvard Business School
THANK YOU
Questions?
@RobertEStroud
SESSION 203: IMPLEMENTING A SERVICE CATALOG USERS WILL LOVE
Robert E Stroud CGEIT CRISC VP Strategy & Innovation CA Technologies
