copyright 2008, integrated solutions management defining services for your it service catalog

Copyright 2008, Integrated Solutions Management

Defining Defining Services for Services for

Your IT Service Your IT Service CatalogCatalog

Defining Defining Services for Services for

Your IT Service Your IT Service CatalogCatalog

www.ismonline.com

Integrated Solutions Management

Presentation ObjectivesPresentation Objectives


Understand IT Service and Service Catalog Concepts

Review Service Definition Keys to Success

Provide Usable Concepts, Tools and Techniques, and Best Practices

Answer Questions


Corporate Background / CustomersCorporate Background / Customers


Enterprise/IT TransformationIT/Business Alignment and GovernanceProcess Engineering and AutomationOrganization Change Management

Service/Asset ManagementService ManagementAsset ManagementRelationship Management

Solution ManagementPortfolio ManagementProject ManagementProgram Management OfficeSolution Lifecycle Services


Questions – Where are we starting?Questions – Where are we starting?


How many have a defined and published IT Service Strategy? Service Objectives – KPI’s Processes across IT including outside service providers and into the

business Roles and Responsibilities for IT, Third-Party Vendors, and Customers IT Services defined and available from a Service Catalog

Was the Strategy defined before the Service Catalog, after the Catalog, or were they defined together?

Has anyone defined and implemented their cost and chargeback model for IT Services?

Does anyone forecast demand for IT Services in support of budget?

How many are using ITIL as a guide to define their IT Services and the Service Catalog?

Have you found that ITIL is easy to understand and follow or is that why you are here?



Where are You in Organizational Maturity?Where are You in Organizational Maturity?

Chaotic v Ad Hocv Undocumentedv Unpredictablev Multiple Help Desksv Minimal IT Operationsv User Call Notification

Reactive v Best Effortv Fight Firesv Inventoryv Initiate Problem

Mgmt Processv Alert and Event

Mgmtv Monitor Availability (Uptime/Downtime)

Operational Process Engineering

Service and Account Management

Tool Leverage

Proactive v Analyze Trendsv Set Thresholdsv Predict Problemsv Automatev Mature Problem,

Configuration/Asset, Change and Performance Mgmt Processes

Service Delivery Process Engineering

Service v Define Services,

Pricing, Catalogv Understand Costsv Set Quality Goalsv Develop SLA’sv Monitor and Report on

Servicesv Capacity Planning

Business Management

Value v IT and Business Metric

Linkagev IT/Business

Collaboration improves Business Process

v Real-Time Infrastructure

v Business Planning

Value Management

Gartner

ITIL Service Management Process Maturity FrameworkISM Stage of Maturity Framework

InitialReaction

Recognition

Planning & Implementation

Maturity

UtilityOptimizing

Managed

Defined

Repeatable

Gartner IT Management Process Maturity Model


Service Management Definitions (ITIL)Service Management Definitions (ITIL)


Service Management – A set of specialized organizational capabilities for providing value to customers in the form of services.

Service Strategy – Establishes an overall strategy for IT Services and for IT Service Management.

Service – A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Service Portfolio – Complete set of services managed throughout their lifecycle by the service provider.

Service Catalog – A sub-set of the Service Portfolio. It contains information about the Services that are available to the customers and how to order and request them.

Service Portfolio

Service Catalog

CustomerView


Service Design & Management ProcessService Design & Management Process


ISM has combined Service Portfolio Mgmt, Service Catalog Mgmt, and Demand Mgmt from Version 3 to form Service Design and Management Process

Assign “Ownership” for Service Design Process, IT Service Strategy, IT Service Portfolio, and Service Catalog

Review Enterprise Structure (Org Chart) and Strategy to identify Customer Sets and define Business Value objectives

Define overall IT Service Strategy with requirements before defining IT Services

Define Enterprise Services and Standard Services into a Service Catalog with Business (Customer) View and Technical (IT) View

Review Enterprise / IT

Strategy

Develop Service Catalog

Develop IT Service

Strategy / Portfolio

Define IT Services

Develop Cost / Price Model

Forecast Service Demand

Portfolio Mgmt

Govern-anceMgmt

Organ-ization Change Mgmt

Asset / Config Mgmt

Service Level Mgmt

Strategic / Tactical Activities

Business Value Mgmt

Source: ISM Information Technology Governance Model, Version 3

Manage Service throughout Lifecycle – Maintain Service Catalog

Measure / Analyze Service

Demand / Business Value

Change Mgmt

Operational Activities

IT as a Business




The process of defining IT Services consists of collecting and consolidating disparate information from across the Business and the IT organization into defined, manageable, and measurable entities. Business

Units/Departments/Locations Enterprise and IT Business

Processes Enterprise and PC Applications Infrastructure Hardware and

Software Components IT Standards and Policies Privacy and Security Requirements IT Organization Roles and

Responsibilities IT Staff and Skills Third-Party Vendors Service Management Category/Sub-

Category Model

Backup-Restore Strategies Incident Resolution and Escalation

Rules Service Request Approval Rules Change Management Rules Root Cause Analysis Teams Configuration Items (CI’s) Defined Workflows Software Release Strategies Disaster Recovery Plans and

Downtime Procedures Service Level Goals and Agreements




Assign “Service Manager” responsible for accuracy of the Service Catalog

IT Services must evolve as strategies and customer requirements change

The Service Catalog is maintained using Change Management Process

Reconcile IT Services with Service Management Category/Sub-Category Model and CMDB to improve decision-making and reporting

Measure delivery of IT Services to Business Value objectives in Service Strategy


Strategy


Develop IT Service


Define IT Services






Portfolio Mgmt

Change Mgmt

Govern-anceMgmt


Asset / Config Mgmt

Service Level Mgmt

Strategic / Tactical Activities Operational Activities

IT as a Business

Business Value Mgmt

Source: ISM Information Technology Governance Model, Version 3


Defining IT Services – Enterprise ServicesDefining IT Services – Enterprise Services


Integrated Services provided to the entire Enterprise or to Business Units or Departments

Comprised of end-to-end availability of Business Applications, Hardware/Network infrastructure components, Service/Support Model, Backup/Recovery, Security, Delivery Performance to the Desktop

Defined Services to support IT/Business Alignment and measure Business Value of IT Organization

Starting Points:Enterprise and IT StrategiesOrganization Charts (Business Units)Business Impact Analysis Reports

IT Service

Definition· · · · · ·

IT Service


Service Design and

Management Process

Infrastructure

Components

Business Applications

Enterprise

Business

Units

Critical Success Factors

KPI’s

Roles and Responsibilities

Solution Development/Deployment Processes

Service/Support Model

ITIL Service Delivery

Processes

Customer

Requirements

Disaster Recovery /

Business Resumption

Vendors Information

Security Requirements

Backup and

Restore IT Staff/Skills

Regulatory Compliance

Business

Continuity

Plan

Technology

Standards

Goals and

Objectives

Enterprise Strategic Plan

IT Strategic/Tactic

al

Plan

Informatio

n

Management

Strategy

IT Systems

Strategy

Asset Management/Total Cost of Ownership

Communications

Measurements and

Metrics

IT Service


IT Service


Service Level Agreements Planning &

Budgeting

Customer Relationship Management

Management Dashboards and Reports

IT Business Value

ManagementEnterprise, Application, Technology

Architectures

Service Catalog

IT/Business Alignment

Inputs:

Benefits:

IT Service



Enterprise Service Definition TemplateEnterprise Service Definition Template


Service InformationService Name

Service Description

Enabled Business Processes

Critical Success Factors – Business & IT

KPI’s in IT Management System

Location of Service Delivery

Relationships to other Services

Service Owners (Business and IT)

Service Level Goals / Agreements

Customer InformationCustomers (Business Units)

Customer Roles and Responsibilities

Super Users

Compliance InformationSecurity Requirements

Privacy Requirements

Data Retention Requirements

Other InformationDocumentation and Training

Information Management

Standards and Policies

Backup / Restore Requirements

Scheduled Maintenance Requirements

Support StructureService Availability Requirements

Service Coverage Required

Service Coverage – Off-Hours Strategy

Service Maturity Level – People, Process, Technology

Support Skills Required

Responsible Support Staff

Vendor Contract T&C’s and IT Vendor Mgmt

Service Components in Lifecycle

Support ProcessesITIL Version 2 Processes

ITIL Version 3 Processes


Defining IT Services – Standard ServicesDefining IT Services – Standard Services


Personal Service RequestsUsually involve System Access or Install, Move, Add, Change or Remove (IMAC) activities for Hardware and Software componentsGoverned by Architecture Standards and approval policiesDefined workflow, Customer responsibilities, IT responsibilities, Service Level Targets, costsShould set target of 80% of Service Requests ordered using Standard Services - Presented to Customers via IT Service Catalog

ITStandardService

Customer View IT View

• Availability• Responsibilities• Pre-requisites• Service Level Goals

• Workgroups• Responsibilities• Staffing/Skills• Tasks - Tools• Service Level Goals


Standard Services DefinitionStandard Services Definition


From Customer Perspective: Explicit definition of specific technology supported and

available from IT, including hardware, software and applications

Individual Services can be packaged - “On-boarding New Employee”

Description of the Customer’s responsibilities and the procedures by which requests are made and fulfilled

Commitment to deliver Standard Services or “packaged Services” to defined Service Level Goals

From IT Perspective: Staffing and skill set requirements to provide necessary

support Roles, responsibilities and assignment procedures within the

IT organization and third-party vendors to deliver the level of service quality

Workflow within IT to deliver the service to Customer within defined Service Level Goals


Current Example – Local HospitalCurrent Example – Local Hospital


Enterprise Services (34 Total) and Standard Services Clinical Services (13)

Hospital Business Services (6)

IT Services (15) including: Desktop and Customer Services

Several Standard Services (IMAC) Office & Collaboration (Email)

Several Standard Services (IMAC and Email) Privacy & Security

Several Standard Services (Systems Access) Telecommunications

Several Standard Services (IMAC) Web Services

Several Standard Services (Internet Access)


The Service CatalogThe Service Catalog


Service Catalog – 20% Customer Information; 80% IT InformationCustomers (via self-service portal) Primary interface for requesting new IT

Services Monitoring status of service requests

Business Leaders and Relationship Managers Use information to establish goals

agreements Forecast demand and manage costs

IT Service Delivery Personnel Organize and manage effective and

efficient service provisioning


Service Catalog/Request Fulfillment ToolsService Catalog/Request Fulfillment Tools


Basic Requirements: Functionality to design complex service offerings

and workflows

Publishing business-relevant descriptions, customer responsibilities, service tiers, pricing

Developing and maintaining re-usable service content

Workflow for ordering, approving, and provisioning of IT Services into production

Interaction with Change Management system to update Configuration Management Database

Tracking and measuring IT Service consumption and costs


Measuring Value – Closing the LoopMeasuring Value – Closing the Loop



Moving Forward with IT Services and CatalogMoving Forward with IT Services and Catalog


Assess current situation – Where is the organization on the Maturity Model?

Assign ownership to the Service Design Process, IT Service Strategy, IT Service Definitions, and the Service Catalog

Use the Organization Chart and hardware/software lists to define IT Service Strategy and to identify Enterprise Services and Standard Services

Start an IT Services Communications Program within the business and IT

Map IT Services to the Service Management Category/Sub-Category Model and CMDB to provide consistent, effective management reporting

Use a template to collect/consolidate information into IT Service Definitions

Verify and revise IT Services with the Business Owner and IT Service Owner

Develop and implement the Service Catalog technology with customer self-service interface and provisioning workflow capabilities

Measure and report the business value of IT Services to stakeholders

Monitor, measure and continuously improve IT Services and the Service Catalog


Key Concepts – Final ThoughtsKey Concepts – Final Thoughts


Do not only focus on the “tip of the iceberg” – It is what’s under the water that counts

This is an on-going process, not a self-service tool – It must be set up and supported by leadership to succeed, not to fail

The majority of day-to-day goodwill to IT is in provisioning Standard Services – The majority of business value to the Enterprise is in managing IT Services throughout their lifecycle


Strategy


Develop IT Service


Define IT Services






Portfolio Mgmt

Change Mgmt

Govern-anceMgmt


Asset / Config Mgmt

Service Level Mgmt

Strategic / Tactical Activities Operational Activities

IT as a Business

Business Value Mgmt

Chaotic v Ad Hocv Undocumentedv Unpredictablev Multiple Help Desksv Minimal IT Operationsv User Call Notification

Reactive v Best Effortv Fight Firesv Inventoryv Initiate Problem

Mgmt Processv Alert and Event

Mgmtv Monitor Availability (Uptime/Downtime)

Operational Process Engineering

Service and Account Management

Tool Leverage

Proactive v Analyze Trendsv Set Thresholdsv Predict Problemsv Automatev Mature Problem,

Configuration/Asset, Change and Performance Mgmt Processes

Service Delivery Process Engineering

Service v Define Services,

Pricing, Catalogv Understand Costsv Set Quality Goalsv Develop SLA’sv Monitor and Report on

Servicesv Capacity Planning

Business Management

Value v IT and Business Metric

Linkagev IT/Business

Collaboration improves Business Process

v Real-Time Infrastructure

v Business Planning

Value ManagementInitial

Reaction

Recognition

Planning & Implementation

Maturity

UtilityOptimizing

Managed

Defined

Repeatable

Understand Your Maturity

Develop the Catalog

Define IT Services

Define IT Service Strategy



Thank YouThank You

QuestionsQuestionsAndAnd

AnswersAnswers

www.ismonline.com

copyright 2008, integrated solutions management defining services for your it service catalog

Documents

service strategy

standard service

service catalog mgmt

service portfolio mgmt

service design process

outside service providers

enterprise services

form of services