38
Pink Elephant – Celebrating 20 Years Of ITIL Experience The Service Catalog, The Cornerstone of Service Management
Pink Elephant – Celebrating 20 Years Of ITIL Experience
The Service Catalog, The Cornerstone of Service Management
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 2
Agenda
The Service Catalog A Tale of 4 Companies Designed Fit For Purpose Publishing a Service Catalog Establishing a Service Catalog Project Process and Tool Integration Requirements
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 3
Technology Focus
Customer Focus
Business Focus
Value Network Focus
LOW
HIGH
Role Of IT/IS In The Organization
Influ
ence
On
The
Bus
ines
s
IT is perceived as an internal business partner
IT customers are the customer of the organization
IT has a single strategy and is focused on the customer, but is perceived as an external supplier
IT is focused on the integration and delivery of end-to-end IT services (business solutions)
IT is focused on technology, infrastructure and applications are treated as separate and largely unrelated domains
Service Focus
The Changing Role For IT
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
The Service Catalog
• The Service Catalog is IT’s vehicle for defining, prioritizing and marketing what it does for internal Customers and Users
• Clearly communicates to all stakeholders the value of IT, what it delivers, how well it performs against expectations
Cornerstone for Managing the Business of IT
• IT services and their link to IT systems • Customer relationships and agreements • Service financials, including pricing and costing • Single point of contact for all demand
Provides a Service-Centric View of IT
The Service Catalog is the Key Enabler in transforming to a Service-Centric, Customer-Focused Model for IT
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
Natures Of The Service Catalog
Constitutive, in that it defines what IT does and does not do, and on what terms
• “We, the people (of IT), in order to form a more perfect union (alignment with the business), establish justice and insure domestic tranquility…”
• What type of restaurant are you?
Actionable, in that it provides the means by which IT and its customers coordinate and conduct business
• What do people want to do?
Governing, in that the key terms, conditions and controls defined in the Service Catalog are integrated into the service delivery processes of the organization
• Entitle, authorize, control, charge, account
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 6
Stakeholder Definition
All people who have an interest in an organization, project, IT Service, etc. Stakeholders may be interested in the activities, targets, resources, or deliverables. Stakeholders may include customers, partners, employees, shareholders, owners, etc.
Service Catalog Portions © Pink Elephant, 2009. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
Views Into The Service Catalog
Service Catalog
End User • What services can I buy? • What does this include? • When will I get it?
Service Level Manager / IT View • What services do I offer? • What levels are available? • What are my key metrics?
Business Customer • What services am I using? • What levels am I receiving? • What is my IT spend?
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
Four Companies Four Goals
Company A – An IT to IT Service Catalog
Company B – A User / Requester Service Catalog
Company C – A Business Portfolio Service Catalog
Company D – An External Client Service Catalog
8
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
End User
End User View of The Service Catalog – Sample
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
Business Services Catalog
Publishing with Professional marketing look and feel
Identify, inventory and componentize the services IT provides to the business
Enable re-usability, decomposition for reusabilty
Articulate the cost drivers of the service portfolio in business terms Cost per Invoice Per employee
Analysis of existing portfolio Optimization Demonstrate how each IT
service offering supports key business drivers Tie service definitions to
business process, benchmarks, and KPI
Provide lenses or views that answer questions the business will ask
I need to reduce cost 10%, I’m willing to accept reduced service levels but not more risk
10
Market Services & Set Expectations Align Services with Business Priorities
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
Business Customer
Business Customer View
Service Catalog Application Service
Infrastructure Service A
gree
men
ts
Professional Service
Service Offering
Service Offering
Service Offering
Hosting
Development
Hosting
Telecom
Supporting Services
Maintenance
Network
Messaging
Desktop
Storage
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
Business Customer
Business Customer View of The Service Catalog – Sample
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
How These Attributes Might Appear
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
DESIGNED FIT FOR PURPOSE
14
Service Catalog Portions © Pink Elephant, 2009. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
What Is An IT Service?
“A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.” (ITIL V3)
Fulfills one or more needs of the customer Supports the customer’s business objectives Is perceived by the customer as a coherent whole
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 16
What Customers Want?
“People do not want quarter-inch drills.
They want quarter-inch holes” Professor Emeritus Theodore Levitt, Harvard Business School
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
What Is An IT System?
An integrated composite that consists of one or more of the processes, hardware, software, facilities and people, that provides a capability to satisfy a stated need or objective
A collection of Configuration Items that are necessary to deliver an IT service
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
Services vs. Processes
IT Goals
IT Processes
Applications
People
Infrastructure
Information
IT Services
Enterprise
Business Goals
Business Units
ITIL® is a Service Management framework.
This means that the processes described by ITIL exist for the primary purpose of planning, delivering and
supporting IT services.
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 19
Steps For Defining IT Services
When adding a new service or when changing a service, you should follow these steps:
1. Define major Business Functions & Processes 2. Define facilitating/enabling IT Services 3. Map IT Systems to IT Services 4. Map IT Components to IT Systems (CMDB) 5. Develop Service Offerings 6. Define Service-Based costing (Option?)
© Van Haren Publishing. Adapted from Defining IT success through the Service Catalog 2.1, pgs 22-33
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
IT Services Example
• Messaging • File / Print • Office Productivity • Desktop Services • ERP Services • Trading Applications • Voice / Data LAN
Infrastructure & Application Services
• Architecture and engineering • Security • IT support • Project Management Services • Procurement Services • Application Development Services
Professional Services
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 21
Organization
Environment
Corporate or Management Processes
General
IT Services
Primary Business Processes
Innovation, Development,
Knowledge Transfer Processes
Inputs, materials, data, etc.
Products and Services
Business Support
Processes
Major Business Functions & Processes
© Van Haren Publishing, Defining IT Success Through The Service Catalog. Adapted from Figure 2.1, p24
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 22
Business Service Management
Requirements/demand:
Utility: Name, description, purpose, impact, contacts
Warranty: Service levels, targets, service hours, assurance, responsibilities
Assets/resources: Systems, assets, components
Assets/capabilities: Process, supporting targets, resources
Assets/capabilities: Resources, staffing, skills
Composition Of A Service B
usi
nes
s V
iew
T
ech
nic
al V
iew
Business Service
Business process 1
Business process 2
Business process 3
IT Services
SLAs/SLRs including cost/price
Data
Suppliers Support teams
Support services
OLAs contracts
Applications
IT processes
Infrastructure Environment
Service
Policy/strategy governance compliance
© Crown copyright 2007 Reproduced under license from OGC. Based on Figure 3.2 Service Design, page 24
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 23
Service Dependency Model
Customer Direct Technology Services
Component Technology Services
Professional Services
Line of Business
SLA
SLA
OLA
OLA
OLA
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
Service Unit 3
External Business
Unit A
External Supplier
Business Unit D
Service Unit 4
Embedded IT
Business Unit A
Business Unit C
Business Unit B
Business Units
Value Service Network Service Ecosystem
Service Unit 1
Service Unit 2
Shared IT Services
3 Service Supplier Types
Service X
Service Z
Service Y
Service W Dedicated
Service
Shared Service
Outsourced Service
Service Catalog
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 25
Service Catalog Structure
IT Service Category (Level 1) E-Mail (Technical Service) Security Management (Professional Service)
Sub-Service or System Name (Level 2) MS Exchange (Technical System) Data Security Services (Professional Capability)
System or Capability Detail (Level 3) Detailed System Attributes
(Owner, Availability, Maintenance Window, etc.)
Detailed Capability Description (Professional) (Intrusion Detection, Log Management, etc.)
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
Service Offerings / Bundles
Service Offering Desktop Mgmt.
IT Service Field Support
IT Service (Component or Sub Service)
Install , Move, Add, Change
IT Service (Component or Sub Service)
Software Distribution
IT Service (Component or Sub Service)
Support & Maintenance
IT Service Image Mgmt.
IT Service Lease Mgmt.
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
Service Offerings Or Bundles
The creation of a service offer or bundle refers to the bundling together of complimentary services based on typical usage patter that together provide a value added offering
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
Supporting Service Model
E-Commerce Service
Global Product
Security
Web Hosting
$
Banking & Credit CardAuthorization
Marketing & Webdesign
Finance, Billing,Business Support Processes
Production Systems
Distribution Channel
Multiple IT and business services interact to deliver the product to the consumer!
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 29
Example Application Services
Business Manager
Business Application
Services
Supply chain Management HR Finance Retail Shipping Supply &
Trading
Asset Management
Accounts Payable
Accounts Receivable
General Ledger
Materials Management
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 30
Example Infrastructure Services
Business Manager
Infrastructure/Technical Services
Communication Storage & Back-up
Hosting Mobility Office Automation
Collaboration Infrastructure
Enterprise Application
Platform
Broadcasting/ Webcasting
Infrastructure
Mainframe
Business Continuity
Infrastructure
System Control & Monitoring
Services
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 31
Example Professional Services
Business Manager
Professional Services
Reporting License
Management
Consulting
Enterprise IT Support
Office Automation
Org. Capability
Strategy & Architecture
IT Service Management
Data Modeling/ Consulting
Resource Management
Application Consulting
Project Management
IT Support Management
Consulting
Security
Behavioral Change
Management Consulting
BCP Planning & Management
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 32
Example Supporting Services
Benefits
Payroll Sub Service Pension
• Hosting • Storage Mgmt • LAN/WAN/MAN
• Database Consulting • Application Hosting
Consulting • Application Support • Help Desk
Business Application Services
Infrastructure/ Technical Services Professional Services
Finance
HR Service
Supply Chain Management
SAP Payroll System
Com
ponent Services
Com
ponent Services
Customer
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 33
Publishing Service Catalogs
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 34
Service Catalog Management Goal
Ensure that a Service Catalog is produced and maintained containing accurate information on all services which are provided / operational / live, and are being prepared for transition to the live environment
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 35
Service Catalog
Identifies all the 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 Includes a glossary of terms
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce
The Service Catalog and SLA Structures
Service Catalog SLA
SLA
SLA
SLA
Options
Targets Levels
Default
Cust. 1
Cust. 2
Cust. 3
Cust. 4
SLA 1
SLA 2
SLA 3
Cust. 2
Cust. 5
Cust. 6
Cust. 7
Cust. 3
Cust. 4
Cust. 1
Cust. 8
36
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 37
Service Catalog Management & Customer Engagement
Service Owner
Service Level Manager (Business
Relationship Manager)
Monthly Service
Report to Customer
Customer
Business Application
Services
Infrastructure/ Technical
Services
Professional Services
Serv
ice
Cata
log
Service Manager
SCM Process Owner
Service Information & Requests
Product Managers
Service Catalog Manager
SLM Process Owner
Service Catalog Portions © Pink Elephant, 2010. Portions © newScale, Inc. All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Office of Government Commerce 38
Questions?
