Simon Kent
VP Worldwide Customer Experience
Top Tips for a Winning Service
Catalog
December 10, 2013
© 2013 Cherwell Software Limited All Rights Reserved www.cherwell.com
© 2013 Cherwell Software Limited All Rights Reserved
What is this session all about?
Adopting an Outside-In View of IT Services
We will take look at different viewpoints of IT Service provision
Provide an overview of the dependencies from the business and/or customer that drive IT Service?
Ask what is a Service Catalog and is it just for customers?
Why do I need a Service Catalog?
How do I build a Service Catalog and what does it look like?
How does it help with incidents and requests, drive priority, helping us understand impact and urgency, and response and resolution times?
Tips for a successful Service Catalog Design & Definition
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IT Services
Business Unit
Customer
End User
Adopt Outside-In
Thinking
Consider each Journey a Customer takes when consuming or requesting from the Service Catalog
Drop the Geek Speak!
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IT Services – Different Viewpoints
Revenue per employee
Order to Payment Cycle
Sales Revenue
Business View
Time from incident to resolution
Lowest Price
Highest Quality
Customer View
Reactive - Fighting fires
Top 10 issues
Time to Resolution (SLA)
Keeping the lights On
IT View
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IT Services – What are its dependencies from an IT Viewpoint?
SLA
Urgency
Priority
Impact
IT Services
Desktop
Networking
Business Dependency &
Expectation
Project ManagementCustomer
ACustomer
B
Customer C
Response/Fix
How does IT and the customer know what services it provides to the Business?
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Poll Question 1:
How many of you have implemented a Service Catalog?
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What is a Service Catalog?
Describes the Services provided to the business or customers by IT
Describes the services that IT provides within itself
Forms a basis of understanding (functionality, components, cost)
Specifies default levels of service
Profiles the IT provider (capabilities, expectations)
Designed from the customer perspective – get them engaged at the start
Business only language – less technical orientation
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The purpose of a Service Catalog is to:
Provide a clear picture of all the business services for which you are responsible for;
Foster a clear understanding of what your customers can expect from using those services;
Provide a basis for managing and monitoring the infrastructure that is aligned to business requirements;
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Why create a Service Catalog?
It engages IT with its customers - helps build and maintain relationships
Service Delivery based on customer perspective– helps IT look at the bigger picture rather than just fixing the technical problem
Establish boundaries of service provision– you can actually say NO to a customer
Transform IT from a technology to a service experience lead organisation – creates more opportunities for IT, builds team morale and focuses technology solutions
IT can begin to operate on business guiding principles and begin contributing to the “bottom line” and, therefore, demonstrate Business Value– your value to the organisation is visibly seen
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Service TypesThere are two types of services that IT provides:
• Technical Services: Technology based capability that a customer uses to facilitate a business process or function.
Example: Email Management, Network Management
• Business Services: Value added activities that IT Staff provides in order to support, maintain and ensure consistent and reliable delivery of technical services.
Example: Project Management, Procurement, Application Development and enhancement, IT Support
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SERVICE CLASSIFICATION
There are 3 classes of services. These become particularly important when if you extend this model to cost out the services you provide:
Core IT Services: Every business function would need these services to exist in the working environment. no option to opt out of this service.Example: Telephony, Email, IT Infrastructure Support
Subscription Based Services: Based on the line of business a client would subscribe to these services. Example: Research for the Customer, Non Standard Technology Evaluation, Application Support
On Demand Services: These are discretionary services that IT will provide on pay-on use basis. Example: IT consulting, Project Management etc.
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What can you have in a Service Catalog?
and
How do you distinguish between what should be exposed to the business and not?
Where do we start? Lets paint a picture……
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Sub-Category
Category
ServiceWorking
Away From Office
Remote Access
Report a Fault
How do I?
Loan Equipment
Request Loan Equipment
INCIDENT SERVICE REQUEST SERVICE REQUEST
Service Catalog – Mapping What You Need To Record
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Service Category Sub-Category Request Type
Files and Data
Hardware &Equipment
Permissions &User Accounts
WorkingAway fromthe office
Applications
Remote Access
Lost or Stolen Equipment
Loan Equipment
Report a fault
How do I?
Request Service
Report Stolen Laptop
Request Projector
Incident
Service Request
Incident
Service Request
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Poll Question 2:
How many of you are confused of what to expose to customers in a Service Catalog?
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FTP Access
Data Recovery
Shared Folders
Server Support
Backups
Storage Quota Administration
Hardware Maintenance
Software Maintenance
Environmental Management
Security Management
Server Administration
Mailbox Support
Outlook Web Access
Public Folder Administration
Calendar Troubleshooting
Web Conferencing
Email&
Calendaring
Install or Configure Software
Install or Configure Hardware
Desktop Vulnerability Management
Loaner Laptops
Procurement of Hardware & Software
Desktop Services
PC/Laptop Connectivity
Internet Access
Networking Services
Telephone & Voicemail Support
Mobile Phone Support
Mobile Device Support
TelephonyFaxing
NetworkAccess Administration
Password Management
New Hire & Terminations
Application Administration
Security Group Membership
User Account Management
DHCP AdministrationStatic IP AdministrationDNS AdministrationInteroffice AccessLAN AccessFirewall Management
Mailbox Quota AdministrationMailbox AccessExchange Server MaintenanceSMTP Routing
Telephony Server MaintenancePABX RoutingLeast Cost RoutingBlackberry Enterprise Server Management
Services
Exposed on Self Service Portal
Sub Services on Self Service Portal
[CATEGORY]
Services
NOT on Self
Service Portal
Sub Services NOT on Self Service
Portal
[CATEGORY]
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Poll Question 3:
How many of you have engaged with your customers whilst building a Service Catalog?
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Service Catalog – Service Details
Service Description: Delivery and management of electronic messaging services to and from the company
Services Included:
Mailbox Support (troubleshooting, email aliases, shared mailboxes etc.)Public Folder Management (structure, security, synchronization)Calendaring (synchronization, availability, shared, security)Distribution List Management (global address list, security)SPAM filtering and Management (security, safety, Mailbox Quota AdministrationSecurity Management
Services Excluded:Local client mailbox managementRestoration of mailbox informationAssistance with Personal Folder Storage (PST)
Service Options:Restoration of individual mailbox data at the request of legal requirements.
Service SLA:
Provide availability of 99.9% not including scheduled change outages. Measure availability based on Exchange Server uptime.Process requests to add, delete, or change the name of an email account within 1 – 3 days.Restore service within 2 hours for a Severity 1 outage, within 24 hours for Severity 2 outage, and within 48 hours for a Severity 3 outage.
Default OLA Team: Infrastructure Team Hardware Support OLA
Service Hours: 24 hours 7 days per week including holidays
Delivery Scope: Corporate wide. In all countries and locations.
Importance: Mission Critical
Last Review Date: 01 January 2013
Service Owner: John Smith, Service Desk Manager
Business Owner: George Flynn, Chief Information Officer
Business Alignment: Primary communication tool for day-to-day business continuity.
Outsourced To: Hardware failure outsourced to Hewlett Packard Support Services
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Service Catalog – Service Category & Sub Category
Incident Category Incident Sub-Category
Mailbox Support
Create/Remove/Modify MailboxCreate/Remove/Modify Shared MailboxEmail Client TroubleshootingEmail ForwardingClient Install/RemoveHow-To GuidanceMailbox Policy
Outlook Web AccessServer AddressRemote Access AssistanceHow-To Guidance
Public Folders
Create/Remove/Modify Single MailboxCreate/Remove/Modify Shared MailboxPublic Folders TroubleshootingHow-To Guidance
Calendaring
Create/Remove/Modify Single CalendarCreate/Remove/Modify Shared CalendarCalendar TroubleshootingCalendar SharingCalendar SecurityHow-To Guidance
Distribution Lists
Create/Remove/ModifyCreate/Remove/ModifySecurity/Membership ChangesHow-To Guidance
Mailbox AccessCreate/Remove/Modify Single MailboxCreate/Remove/Modify Shared MailboxMailbox Access Troubleshooting
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Service Catalog – Urgency/Impact/Priority/Resolution
CLASSIFICATION DEFINITION VALUE DESCRIPTION
IMPACTCRITICALITY TO
BUSINESS
HIGH > 10 Users /VIP
MEDIUM 5-10 Users
LOW 1 – 5 Users
URGENCY DEGREE OF FAILURE
HIGHTotal Service Interruption
MEDIUMService Interruption
with temporary workaround
LOWService Interruption
with a known workaround
IMPACT
UR
GEN
CY
PRIORITY/RESPONSE HIGH MEDIUM LOW
HIGHCRITICAL <2 HRS
HIGH<4 HRS
MEDIUM<1 DAY
MEDIUMHIGH
<4 HRSMEDIUM<1 DAY
LOW<2 DAYS
LOWMEDIUM< 1 DAY
LOW<2 DAYS
LOW<2 DAYS
© 2013 Cherwell Software Limited All Rights Reserved
© 2013 Cherwell Software Limited All Rights Reserved
Tips for a building a successful Service Catalog
• Start simple and keep it simple – small moves• Engage with users from the start – have business group working sessions
to define the services exposed to the business – help the customer understand what you do – think Outside-In.
• Get the business and IT to partner and agree on the services• Implement and maintain a service mind-set throughout the IT Team – job
descriptions, performance reviews• Create and manage points of responsibility – SLAs, Incident Lifecycle
management etc. • Empower your Service Desk to feed into the Service Portfolio development• Review the services you have on a regular basis based on SLAs, customer
feedback, surveys, changes in business circumstances• When introducing or decommissioning services keep the business and its
customers informed and fully engaged in the process.
Simon Kent
VP Worldwide Customer Experience
Tw: @kent2112
Tw: @Cherwell_CSM