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WELCOME:
▪ On a 3 x 5 index card, write down somethingyou have done in life that no one or very few
people would know. Make sure it is
something you would to share!
▪ Please hand the card to one of the seminar
leaders
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INTRODUCTIONS
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TODAY’S GOAL:
1. To determine the basicbuilding blocks of a Service
Catalogue.2. To be prepared to launch a
Service Catalog initiative
using a three stage design
model.
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Obectives
▪ Examine the value of launching a ServiceCatalogue?
▪ Review a sampling of Service Catalogues.
▪ Demonstrate lessons learned from Our Story.Four Corners activity (summary)
▪ Develop a template.
▪ Draft a Service Description.
▪ Consider issues related to Design &
Development issues.
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WHY DO YOU NEED ASERVICE CATALOGUE?
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WHY LAUNCH A SERVICE CATAGLOGUE?
1. Answers the basic question: What services do weprovide?
2. Begins to establish alignment between what customers
want and what IT can provide & highlights relationship
between inputs and outputs.
3. Defines IT service boundaries to manage customer
expectations - defines what is not provided as much as
what is.
4. Forms basis for SLA’s, costing/charging schemes, policy
and practice documentation.
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“GOOD ARTISTS COPY, GREAT ARTISTS STEAL”, PABLO PICASSO
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REVIEW OF SERICE CATALOGUES1 2 3 4
5 67
Higher Ed Service Catalogs
1. What do youthink works?
2. What do you,
as a group
have theleast
consensus
about?
3. What is the
most
significant
takeaway?
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BREAK
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Portfolio v Catalog?
Establishes
business value
associated with
services
The operational
manifestation of the IT Service
Portfolio
SERVICE PORTFOLIO
SERVICE
CATALOG
Collaboration services
Business services
Application
Development
services
Calendaring
Room Scheduling
Application integration & Programming
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OUR STORY
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OUR GOAL
▪ Inform user community of specific services;
identify and confirm their needs.
▪ Provide an actionable understanding of our
services
▪ Define an operational framework for measuring
our performance
▪ Systematize ad hoc support processes for
continuous improvement.
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OUR STORY: Our Problems
The top 5 faculty support needs
1. Unable to login to BlueVIEW (Password Related)
2. E-mail Setup and Configuration w/ Zimbra WebMAIL
3. PC Laptop Setup, Configuration, Repair
4. Trouble w/ Voice Mail on Telephone
5. Trouble w/ Connectivity to Drake Network (Wired/Wireless)
The top 5 student support needs
1. Unable to login to BlueVIEW (Password Related)
2. Software Distribution (Microsoft Office, SPSS, Mathmatica)
3. Student’s Computers in for Repair (Virus)
4. Trouble w/ Connectivity to Drake Network (Wireless)
5. E-mail Setup and Configuration w/ Zimbra WebMAIL
The top 5 employee support requests
1. PC Laptop Setup, Configuration, Repair
2. Trouble w/ Connectivity to Drake Network (Wired/Wireless)
3. Unable to login to BlueVIEW (Password Related)
4. E-mail Setup and Configuration w/ Zimbra WebMAIL
5. Duplicate Records need to be Merged
1. No one knew what
services we provided
2. We lacked
performance baselines3. Our operational
processes were
reactionary
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What is a service?
“People do not want
quarter-inch drills. Theywant quarter-inch holes.” Professor Emeritus Theodore Levitt, Harvard Business School
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OUR STORY: A Starting Point
▪ Defining our services
“A service is an action that delivers a benefit to
the recipient. Services are therefore intangible
and must be expressed in terms of the
recipient’s’ value expectation”
Young, Colleen M. (22 March 2011) Four Key IT Service Management Frameworks. Gartner G00210322.
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“…Recipent’s’ value expectation…”
Young, M., Colleen. (22 March, 2011) ITSM Fundamentals: How to Create an IT Service Portfolio.
Gartner, G00210325
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Cable TV - Educational buildings • Cable TV - Dorm, fraternity,sorority• Campus Wide Channel Programming / Scheduling
Cable TV - City wide MediaCom • College Channel Programming /
Scheduling • Drake / OIT Master Control Support
Tech needs analysis • Educational Technology Consultation • Classroom /
Space Technology Design (internal) • Classroom / Space Technology
Design (departmental)• Classroom / Space• Technology Design (individual)
• Classroom / Space Technology Installation (internal) • Classroom / Space
• Technology Installation (departmental) • Classroom / Space •
Technology Installation (individual) • Technology Purchasing / Receiving(internal) • Technology Purchasing / Receiving (departmental)• Technology
Purchasing / Receiving (individual) • Technology Training (internal)
Technology Training (departmental) • Technology • Training (individual) •
Application Training (internal) • Application Training (departmental) ª
Application Training (individual) • Technology Research & Development •
Technology Manufacturer / • Vendor Liaison• Classroom Technology •
Digital Signage • Equipment Checkout • Special Event Consulting /
Budgeting • Special Event Set Up • Special Event Operations • Special
Event • Vendor Liaison • Lecture Capture • Streaming Audio / Video •
Sound Re-Enforcement Support • Video Conferencing (Satellite) • Video
Conferencing (Compressed) • Video Conferencing (Web) • Adobe Connect
(Admin / Training / Support) • Web Conferencing • CCTV Support •
Carillon Bell Maintenance • iTunesU Management
Brainstorming Services1st Draft
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Refinement & Categorization2st Draft 3st Draft
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Final Categorization
4th Draft
1. Administration & ApplicationServices
2. Communication and Collaboration
Services
3. Connectivity and Networking
4. Hardware & Software
5. Information Security6. Mobile Support
7. Teaching & Learning with
Technology
8. Technology Purchasing
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Template
1st Draft
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Template
2st Draft
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Writing, Publishing, and Tracking
Tracking Spreadsheet
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Final Version
Drake Service Catalog
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Lessons Learned
▪ Iterate and don't be distracted by false starts
▪ Don't let the technology drive the process
▪ Ignore the Service Portfolio v Service Catalogue problem
▪ Create collaborative editing processes
▪ Start with more and reduce (you can always add later)
▪ Avoid problem areas until you have a process
▪ Use multiple discovery processes to identify service. Ground up top down,
then meet in middle.
▪ Map services to support queues
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FOUR CORNERS
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Spend 10 minutes on each question
1.How do you define a service?
2.What are the challenges in
building a service catalogue?3.What are the 3 most important
attributes of a Service
Catalogue?
4.What should be avoided in
designing a Service Catalogue?
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LUNCH
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10 Steps / 3 Stages1. Define the criteria for a service
2. Determines the service items to be included
a. Cull, cut and prioritize
3. Determine service categories
a. Bundle into 6 – 7 categories
4. Create service description template
5. Write service descriptions6. Mock-up prototype and test
a. Define technical requirements
7. Determine service request escalations
a. Define technical requirements
8. Determine service performance metrics9. Build-out
10. Track performance usage and performance metrics
WASH • RINSE • REPEAT
Service
Design
Process
Design
PerformanceDesign
1
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DEVELOPING ATEMPLATE
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What are theimportant elements
to include whendescribing a service?
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Drafting a Service Template
▪ Example 1
▪ Example 2
▪ Example 3
▪ Example 4
▪ Example 5
YOUR TASK
1.Find a partner
2.Select a service
1.Draft a service catalog entry
template
2.Draft content3.Exchange your draft and
conduct a peer review
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DESIGN &DEVELOPMENT
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Selecting the right tool
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Integration with incident
management▪ Computer Setup form
▪ Footprints result
Measurement
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Measurement
& Metrics
▪ Metrics Link
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Usability Testing (UX)
▪ What is usability testing & why it matters
How does UX testing look?
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How does UX testing look?
Developing your own UX plan
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Developing your own UX plan
▪ Key elements:
▪ Intro / Script & Protocol
▪ Tasks to be done / tested
▪ Measurement tools
▪ screen recorder, or video camera
▪ Post session debrief
▪ focus group or questionnaire
Where to next?
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Where to next?Service cat rev 3
▪ Interactive, question based
▪ Prompts users through basic flowcharts
▪ Iterative
▪ Role based
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QUESTIONS?
CONCENRS?DOUBTS?
IDEAS?
Please complete the on line evaluation available at the Seminar program listing
in the online program
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