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The importance of the service catalogue to the service deskColin Rudd, Chairman, itSMF UKAndrew Navin, ServiceDesk Consultant, ManageEngine
Slide 2
Agenda
• What is a service and what is a service catalogue?
• What can a service catalogue do for the service desk?
• Service desk involvement in the service catalogue
• Use of the service catalogue within the service desk activities and service management processes
• Summary and conclusions
Slide 3
What is a service catalogue?
A database or structured document with information about all live IT services, including those available for deployment.
Note: this does not include functions, processes, activities roles, responsibilities, service components, service requests, etc ............
Slide 4
Use and objectives
• Why do we need a service desk ?
• Why do we need a service catalogue?
• What will you use the service desk for?
• What will you use the service catalogue for
Slide 5
Review the service desk requirements
Talk to your users and customers to establish:
• the business / organizational needs
• the customer /user needs and desires:• the type of service desk: (local, centralized, virtual, ‘follow
the sun’, in-house, outsourced, business knowledge, technology knowledge or both ……..)
• the scope and technology
• the capability and processes (first line, second line,…)
• the information access (tools, catalogue, SKMS, ….)
• the metrics and continual improvement
Slide 6
Review SD accountability and scope
Incident management: incident records
Service request fulfilment: service request records
Knowledge management: knowledge articles
Change management: change records
Problem management: problem and known error records
Service catalogue: ???????????????????
Slide 7
Service provider
Support Teams
Suppliers
Service desk information and workflows
Service Desk System
IncidentsRequests
ProblemsChanges
Cust
omer
s an
d us
ers
Serv
ice
Des
k
Slide 8
Service provider
Support Teams
Suppliers
Service desk information and workflows
Service Desk System
IncidentsRequests
ProblemsChanges
Cust
omer
s an
d us
ers
Serv
ice
Des
k
Slide 9
Service value and service assets
Management
Organisation
Processes
Knowledge
Capabilities
Information
Applications
Infrastructure
Financial capitalResources
ServiceCoordinate,control anddeploy
PeopleAssettypes
© Crown Copyright 2011 - reproduced under license from the Cabinet Office
Slide 10
Service value and service assets
Management
Organisation
Processes
Knowledge
Capabilities
Information
Applications
Infrastructure
Financial capitalResources
Service
Increase performance
Reducerisk
Performance of customer assets
Increased value and ROV
Coordinate,control anddeploy
PeopleAssettypes
© Crown Copyright 2011 - reproduced under license from the Cabinet Office
Slide 11
Service value and service assets
Management
Organisation
Processes
Knowledge
Capabilities
Information
Applications
Infrastructure
Financial capitalResources
Service
Increase performance
Reducerisk
Performance of customer assets
Increased value and ROV
Coordinate,control anddeploy
PeopleAssettypes
© Crown Copyright 2011 - reproduced under license from the Cabinet Office
Slide 12
Review the service catalogue requirements
Talk to your customers and business and establish:
• the business / organizational needs
• the customer /user needs
Talk to IT teams and establish:
• the IT needs
• the management needs
Who is going to use the service catalogue and what are they going to use it for?
Slide 13
Service 2 Service 3 Service 4 Service 5
Technical / supporting service catalogue view
Service 1
Business process 1
Business process 2
External customers
Business / customer service catalogue view
Service C Service DService A Service B
Service catalogue
Links to related information
Service assets / configuration records
Service catalogue
Customer-facing service
Supporting service
Slide 14
Service request menu /
catalogue
Request model(s)
Service request workflow
Request fulfilment process
Service request
Request for change (RFCs)
Service catalogue
Workflows / tasks
User
Fulfilled service request
Slide 15
Incident workflow
User
Incident received and logged
Incident categorized
Incident prioritized
Major incident process
Major incident?
Incident process
Service catalogue
Slide 16
What information do we need within the service catalogue for the service desk?
Slide 17
Service catalogue information
Service nameService descriptionService outcomesService statusBusiness ownersService owners
Business / customer / user contactsSupport contactsSupplier contactsEscalation contactsBusiness users /super usersService hours / support hoursService reviewsService reporting
Slide 18
Categorisation / classification of services
• Type: customer facing (business), supporting
• Value / criticality: high, medium, low
• Sourcing: internal, external
• Security: unclassified, classified, ….
• Applicability: global, regional, local
Slide 19
Relationships
Other services:
plus: Incidents, Changes, Problems, CIs, …
and: SLAs / SLA targets OLAs targets Contracts / contract targets, ….
Slide 20
Use of the service catalogue
• Aligning and integrating with business needs
• Changing the focus and culture of IT
• Supporting a service portal and a service dashboard
• Communication, by establishing customer and user communities, possibly using social media
• Driving processes from a business / service perspective
• Prioritising activities and workloads
• Identifying improvements and areas of weakness
Slide 21
Service Desk System
IncidentsRequests
ProblemsChanges
Service provider
Support Teams
Suppliers
Service desk information and workflows
ServiceKnowledgeManagementSystem (SKMS)
IncidentsRequests
ProblemsChanges
Cust
omer
s an
d us
ers
Serv
ice
Des
k
Serv
ice
port
al
Service Catalogue
Slide 22
Service Desk System
IncidentsRequests
ProblemsChanges
Service provider
Support Teams
Suppliers
Service management architecture
ServiceKnowledgeManagementSystem (SKMS)Cu
stom
ers
and
user
s
Serv
ice
Des
k
Serv
ice
port
al
Service Catalogue
Integrated management Tools
Service management system
Infrastructure
Incident
Request
Change
SLM
SCM
Problem
Event
Knowledge
Supplier
Shift left policy
IncidentsRequestsChanges
SLAsReportsContracts
ProblemsKnowledgeCIs
Slide 23
Service Desk System
IncidentsRequests
ProblemsChanges
Service provider
Support Teams
Suppliers
Service desk information and workflows
ServiceKnowledgeManagementSystem (SKMS)
IncidentsRequests
ProblemsChanges
Cust
omer
s an
d us
ers
Serv
ice
Des
k
Serv
ice
port
al
Service Catalogue
Slide 24
Service provider
SuppliersIntegrated management Tools
Service management system
Infrastructure
Incident
Request
Change
SLM
SCM
Problem
Event
Knowledge
Supplier
SKMS
CMS
Service Catalogue
IncidentsRequestsChanges
SLAsReportsContracts
ProblemsKnowledgeCIs
Serv
ice
port
al
Cust
omer
s an
d us
ers
Serv
ice
Des
k
Service management architecture
Suppliers
Tools
Infrastructure
Slide 25
SummaryThe service catalogue is probably the single most important area of service management
It should be used to align with business priorities and drive and prioritise all other processes and activities, including:
• Understanding of critical business process and services• Service desk activity, process and workflows• Greater transparency and access to information for all• Improved user, customer and business communication
To reduce workload, bureaucracy and delays
To drive improvements in all areas
Service Catalog in ServiceDesk PlusAndrew Navin, ServiceDesk Consultant, ManageEngine
Editions
STANDARD EDITION• Helpdesk Software
PROFESSIONAL EDITION• Standard Edition + Asset
Management
ENTERPRISE EDITION• Professional Edition + ITIL
Compliant+ Project Management
ServiceDesk Plus
Current Version 8.2
Customer Base: 20,000+
Languages Supported: 29
Present Across : 186 countries
ServiceDesk Plus
ServiceDesk Plus
IT Request Management (Service Catalog)
Service categories (IT / Business)
Service Items / Service Templates
ServiceDesk Plus
IT Request Management (Service Catalog)
Form Designer
Separate views for Requester / Technician for the same template
Access permissions based on Support Groups/ User groups
Additional fields (common and Service category specific)
Default values / Mandatory options Resource Info section
ServiceDesk Plus
IT Request Management (Service Catalog)
Workflow
Multi Level approval (5 stages ) Configure Approval Rules Define SLA (service delivery time) Pre-configure Tasks
ServiceDesk Plus
IT Request Management (Service Catalog)
Template Actions
Software Installation / Un-Installation with Desktop Central integration.
Run Scripts
IT SLA Management(Incident and Service Requests)
Service Requests
Individual SLA's for Service Items. Set the Service Delivery time on the Service
Request. 4 levels of Escalation for SLA violations. SLA Violated Reports
ServiceDesk Plus
Thank You