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Service Catalogue / Portfolio Management Practitioners Forum
Thursday April 11th, 2013
Katharina StephensScott Berard
Agenda• Housekeeping• Introductions• Services Definitions & Communication• Stages of Development• Next Steps• Upcoming Events
Housekeeping
Welcome to The City of CalgaryFire Alarms & Washrooms
Scott Berard
Introductions
Name, Company, & Experience
Jon Dowell / Jorge Wong
Objectives of the Practitioner Forum
• To facilitate sharing of information and experiences between like minded practitioners
• To provide an opportunity for networking
• To grow the level of knowledge of participants
How we operate• We try to meet quarterly as a group
• The group drives future agenda based on interest levels
• We respect the difference in our level of experiences
• We participate and share freely.
Definitions & CommunicationAn Introduction to Services
Scott Berard
itSMF Practitioner Forum April 11, 2013
Service – The Bucket Engineer
Level of granularity - less is more•Value to consumer in definition?
•Manage, action and report
•Scalability, Sustainment roles
Consistency in the Catalog for all def’n•Fits with Model
•Common attributes
•Sole author
Customer perspective first!•Who consumes the service, who pays?
•How do your customers define the service? What is their WIIFM?
•What ways can you make end service delivery easier for the customer?
SERVICES –WHAT & WHO, BUT NOT HOW
Catalog Foundational Steps
Relationship Mgmt and Service Desk involvement
Define owners to manage service content and changes
Describe current delivery examples and expected outcomes
Don’t get stuck on terminology and principles
The Service Catalog is the cornerstone of . . . .
Stages of Development
Where do I start
Katharina Stephens
itSMF Practitioner’s Forum April 11, 2013
Service Portfolio
“The complete set of services that is managed by a service provider”
•Service Pipeline•Service Catalogue•Retired Services
Service Catalogue•Customer Facing Services•Supporting Services
Service Catalogue Lite•List of Operational Services
Types of Catalogues
Where are we?
Incident Management
Request Fulfilment
CMDB
Service Level Management
Knowledge Management
Portfolio Management
Business Relationship Management
Demand Management
Service Catalogue
“Lite”
Operational
Service CatalogueTactical
Service PortfolioStrategic
Continual Service Improvement
Setting the Stage
Who is in the
Audience?
What’s behind the
curtain?What do we
want to show?
Who is in the Audience?
Users
Service Desk
Customers
IT Operations
Application Support
Partners
Business Decision Makers
Business Relationship Managers
IT Sr. Management
Service Catalogue
“Lite”
Service Catalogue
Service Portfolio
Continual Service Improvement
What do we want to show?
Operational Services
- Log an incident
- Request a Service
- Request a Change
Business Services
- Service Level Agreement
Technical Services
- CI Relationships to Business Service
- CI Lifecycle
Portfolio of Services
- Service LifecycleService Catalogue
“Lite”
Service Catalogue
Service Portfolio
Continual Service Improvement
What’s behind the curtain?
Where is the light switch?
Centralize logging
Standardization of data
Are we keeping the lights on?
Service Level Management
Process Automation
Knowledge Database
What are the costs of keeping the lights on?
Integrated Process
Service Catalogue
“Lite”
Service Catalogue
Service Portfolio
Continual Service Improvement
Keep them Coming Back
–Processes to keep information current
–Processes to manage the processes
–Audit to measure performance and utilization
Next Steps
Jon Dowell / Jorge Wong
Next Steps• Future Sessions – Change
• June 13, 2013• October 10, 2013
• Future Sessions – Problem• May 16, 2013• Sept 12, 2013
• Future Sessions – Service Catalogue• August 15, 2013
• Future Sessions – Incident Management• TBD
• Potential Topics
Upcoming Events!
• itSMF Breakfast Events• April 25th • May 24th
• ShareIT – Service Management Art – April 30th
• itSMF Golf Tournament in support of Kiwanis – June 2013
Thank you!