Download - HDI Capital Area Meeting July 16 2014
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7/17/14%©2013%HDI.%All%rights%reserved.%
Welcome!(Updates(from(HDI(Capital(Area(
and(HDI(Corporate((July%16,%2014%
%
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What’s(New(at(HDI(• New(Updated(Support(Center(Self>Assessment(
– Free%to%all%members%– Understand%the%current%maturity%level%of%your%support%center!%– Download%the%new%SelfKAssessment%at%www.ThinkHDI.com/Services%%
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FUSION(14(
• October%19%–%22,%2014%%• Gaylord%NaOonal%|%Washington,%D.C.%• hcp://www.servicemanagemendusion.com/%%%
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Thank(You(2014(Sponsors!!((
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HDI(Capital(Area(Sponsors(
• Diamond%–%The%MIL%CorporaOon%
• PlaOnum%Plus%K%LanDesk%
• PlaOnum%– Beyond20%– EasyVista%
• Gold%– Robert%Half%Technology%
(Global%Sponsor)%– Bomgar%– IssueTrak%– Cherwell%
• Silver%– Service%Now%– Time%Warner%Cable%
• Web/Event%– IOnvolve%– RemedyForce%%– ReACT%– StrataCom%– TechnoLava%– ArOsys%
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Next(Mee\ng(
Wednesday,(August(20th((>(Automa\ng(Human(Resources(New(Hire(and(Termina\on(Processes(presented(by(Peter(Evans(and(Kimberly(Lible((Robert(Half(Technology(1401(I(St.,(NW,(Washington,(DC((Don’t(miss(it!((• We%typically%meet%the%3rd%Wednesday%of%the%month%and%most%meeOngs%are%free%
• Visit%www.hdicapitalarea.com%to%register%%
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Today’s(Speaker(
(Brian(Flora(
(Developing(a(Service(Catalog(>(The(Strategies(to(Make(it(Work!((
(
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Service Catalog: !8 Step practical approach !
Presented By !Brian Flora, CSM, ITIL Expert, ISO 20000!
ITIL$®$is$a$Registered$Community$Trade$Mark$of$the$Office$of$Government$Commerce$and$is$Registered$in$the$U.S.$Patent$and$Trademark$Office.$
Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$
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Brian&Flora,&ITIL&Expert,&CSM,&ISO&20k&Lead&Auditor&
Principal,$BEYOND20$&
BEYOND20&&
• ConsulNng,$Assessments,$Training$$$$$$$$
Introduc>on&
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Overview&
!Service Catalog: !• Defined!• Business Case!• Implementation !
!!
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!Database!or!structured!document!with!informa3on!about!all!live!IT!services,!including!those!available!for!deployment!$Purpose:$$Single$source$of$consistent$informaNon$regarding$agreed$upon$services$Goal:$$Produce$and$maintain$detailed$catalog$of$services$$Two$types$of$services:$
1. CustomerQfacing$services$(Business$Service$Catalog)$• Deliverables$/$Prices$/$Contacts$
2. SupporNng$services$(Technical$Service$Catalog)$• $Interfaces/Dependencies$$
Service&Catalog&E&Defined&
Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$
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Service&Catalog&–&The&Business&Case&
!• Improved Partnership!• Supports implementation!• Business-oriented services!• Focus on business outcomes !• Organize IT to deliver!
• Enables Financial !Management !• Support cost-modeling!• Track service utilization!• Forecast costs !
Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$
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1. IdenNfy$and$Categorize$Stakeholders$2. Define$Lines$of$Service$3. Create$Catalog$Template$$4. Define$and$Categorize$Services$5. Map$Services$to$Customers$$6. ID$Underpinning$Agreements$7. Define$KPIs$and$Metrics$8. Process$IntegraNon$&$CSI$
Service&Catalog&Implementa>on&
Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$
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1. ID$Process$Owner$$2. Customers$$3. Decision$Makers$4. Suppliers$5. RACI$VS$$
Step&1:&&Iden>fy&&&Categorize&Stakeholders&
Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$
RACI$VS&$& Service$Catalog& Service$DefiniNon& SLM& Recourse$AllocaNon& Pricing&Process$Owner& A/R& I& A& I& I&Customer& I& C/V& C/I& I& I&Service$Mgr& I& C/I& R/V& A/R& R/V&Business$Mgr& C/S& A/S& C/S& I& A/R/S&IT$Manager& I& R& I& C/I& C/I&Supplier$(s)& C& C/I& R/I& R& C/I&
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Examples:$1. Resource$Management$Services$2. OperaNonal$Management$/$Support$Services$3. Service$TransiNon$Support$Services$4. SoluNon$Design$and$Build$Services$5. Strategy$and$Control$Services$6. IT$Business$Support$Services$
Step&2:&&Define&Lines&of&Service&
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Step&3:&&Create&Catalog&Template&
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Describe$services$using$a$standard$service$descripNon$template$Should$be$common$across$all$services$defined$
$BEYOND20!
Service Catalog Template!
Service&Name& Line&of&Service& Service&Descrip>on&Service&
Type&
Suppor>ng&
Services&
Business&
Owner(s)&
Business&
Unit(s)&
Business&
Contact(s)&
Service&
Owner&
Service&Level&
Agreement&
Service&
Hours&
Service&
Reports&
Service&
Reviews&Pricing?&
Service&1& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$
Service&2& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$
Service&3& $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$
Service&4& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$
Service&5& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$
Service&6& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$
Service&7& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$
Service&8& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$
Service&9& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$
Service&10& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$
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Define&
1. Ask$Customers$$“What$services$do$you$use?”$
2. VBF/BIA/ITSCM$Plan$3. Lines$of$Service$
Categorize&
1. Customer$Facing$2. SupporNng$/$Technical$
Step&4:&&Define/Categorize&Services&
Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$
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1. Key$to$idenNfying$priority$2. VBF/BIA$discussions$etc…$3. Customer$Relevant$Views$
Step&5:&&Map&Services&to&Customers&
Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$
Service$Customer$
Financial$Capital$
Asset$Types$CapabiliNes$
Resources$
InformaNon$
Knowledge$
Processes$
OrganizaNon$
Infrastructure$
Management$
ApplicaNon$
People$
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Step&6:&&ID&Underpinning&Agreements&
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SLA$OLA$ UC$
External$Suppliers$
Internal$Suppliers$
Service$Level$Management$
Customers$
Supplier$Management$
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Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$
CSF:&
• Accurate$and$Complete$Service$Catalog$• Business$awareness$of$service$offerings$• IT$awareness$of$services$(customer$/$supporNng)$• IT$awareness$of$technology$supporNng$services$
KPI:&
• #$services$defined,$agreed,$recorded$and$managed$
• #$variances$detected$with$the$“realQworld”$
Step&7:&&Define&KPIs&and&Metrics&
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$$$$
Step&8:&&Process&Integra>on&and&CSI&
Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$
• Service$Catalog$Policy$$
• SC$Management$(accuracy$/$detail)$• New$or$ReNred$Services$$
• Change$Management$(CI)$• RFCs$for$changes,$etc.$$
$• Request$Fulfillment$
• Tool$integraNon$$
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ITIL$®$is$a$Registered$Community$Trade$Mark$of$the$Office$of$Government$Commerce$and$is$Registered$in$the$U.S.$Patent$and$Trademark$Office.$
Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$
Next&Steps&
• Service&Catalog&Workshop&
• Onsite,$private$working$session$• 2$days$• 16$PDUs$
$$
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$$$$
Want&to&know&more?&
Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$
ITIL Foundations – 24 PDUs !• July 28-30: Fairfax, VA !• Aug 18-20: Washington, DC (MetroCenter)!
!ITIL Service Strategy !24 PDUs!• August 4-6: Washington, DC (MetroCenter)!!ITIL Operational Support & Analysis !36 PDUs!• Sept 8-11: Fairfax, VA!
Brian Flora, CSM, ITIL v3 Expert!!
Phone: (202) 904-2497!Email: [email protected] !
Twitter: @Beyond20!