increasing end user adoption
DESCRIPTION
Now more than ever, IT is expected to take customer satisfaction to higher levels, while keeping costs down. Enter the Service Catalog. Implementing a service catalog will not only improve the relationship between customers and IT, it can also help IT better align with the needs of the business.During this session we’ll explore:• What is a Service Catalog• How a Service Catalog can improve the relationship between IT and customers• How a Service Catalog can help IT align with the business• Key considerations for a successful Service Catalog implementationTRANSCRIPT
Increasing End User Adoption
of Self-Service Tools like a Service Catalog
Travis DavisDirector Sales Engineer Numara Software
Company Confidential
Agenda
Introduction
Who is Numara Software
Definitions
Self-Service Good Practices
What is a Service Catalog
Why do you need a Service Catalog
How to construct a Service Catalog
Service Catalog Samples
Publishing the Service Catalog
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Who is Numara Software?
3 Company Confidential
Market LeadershipServing over 55,000 customer sites worldwide with our three flagship solutions, Numara Track-It!, Numara FootPrints and Numara Asset Management Platform, Numara Software is the service management leader in small to mid-sized enterprises
My ExperienceTechnical Support Manager, Software Engineer, QA Engineer, Product Manager, Business Systems Engineer and presently a Field Sales Engineer
Familiar with over 400 Companies and their Business Processes.
FootPrints Family of Solutions
SOLUTIONS
Definitions
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Service Request
Failure
Work Order
Incident
• Software and hardware configurations supported by IT• Granting access to applications
• Just another term for an incident • Often used by groups outside of IT like Facilities
• Break / Fix (Something is broken)• Q & A / Troubleshooting activities
Self-Service Good Practices (Ask, don’t Tell!)
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Ask don’t tell….Don’t TELL them to categorize the request to make it easier for YOU.
ASK them to describe THEIR problem.
User can not get their email working…….
TYPE • Hardware• Software• Network• Telecom
- Could be a Server Issue- Could be an Exchange / Lotus or Outlook / Notes Issue- Could be an issue with a Switch / Router or Firewall.- Could be the user just doesn’t know!
TIP: Use Verbs and not Nouns
It’s easier for end user to digest and seems more natural.
Self-Service Good Practices (Ask, don’t Tell!)
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Ask don’t tell….Don’t TELL them to categorize the request to make it easier for YOU.
ASK them to describe THEIR problem.
User can not get their email working…….
I AM HAVING A PROBLEM WITH• Printing• Making my Email Work.• Getting on the Internet• Using An Application
TIP: Use Verbs and not Nouns
It’s easier for end user to digest and seems more natural.
Self-Service Good Practices (Ask, don’t Tell!)
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Ask don’t tell….Don’t TELL them to categorize the request to make it easier for YOU.
ASK them to describe THEIR problem.
User can not get their email working…….
• Can you Send Email?
• Can you Receive Email?
• Which Mail Client are you using? [Outlook / Lotus Notes / Thunderbird]
• Are you getting an error? [YES] [NO]• Is the Error Number one of the following: [5006 / 100 / 675 / NO]• Please enter the Error [ ]
Self-Service Good Practices (Ask, don’t Tell!)
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Ask don’t tell….Don’t TELL them to Prioritize based on YOUR matrix.
ASK them to tell you who it IMPACTS and how badly it impacts THEM.
User can not get their email working…….
PRIORITY• Critical – Only select this option if you are physically unable to function and it affects over 30 people
• High – Only select this option if it affects others besides yourself and is a hindrance but tolerable
• Medium – This should be the default option selected
• Low – This option should be used for requests that can be fulfilled at any time
TIP: Leverage the Impact + Urgency = Priority Matrix
But do it on the back end……….
Self-Service Good Practices (Ask, don’t Tell!)
11 Company Confidential
Ask don’t tell….Don’t TELL them to Prioritize based on YOUR matrix.
ASK them to tell you who it IMPACTS and how badly it impacts THEM.
User can not get their email working…….
HOW CRITICAL IS THE PROBLEM• Only Affects Me – Can’t Work• Only Affects Me – Just Annoying• Affects Everyone – Can’t Work• Affects Everyone – Just Annoying
TIP: Leverage the Impact + Urgency = Priority Matrix
But do it on the back end……….
A list of services that an organization categorizes and publishes, often to its employees or customers
Description of service
Service Level Agreements – timeframes
Who is entitled
Attributes
Costs
Contact Points
How to fulfill the service
Examples of Services:VPN Access Request (VAR)
Security Access Request (SAR)
Change Request (CR)
What is a Service Catalog
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Service Catalogs
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Cost Savings and Efficiency
Elevate the Customer ExperienceBasis for SLA’s with customers
Integrate & Streamline Business Processes
Demonstrate Business ValueGet a handle on what IT does, where it spends money and allocates resources
Why do I need a Service Catalog?
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Service Request TransparencySingle location for all self-service activity
Ease of UseStandard deliverables
Service level expectations
Utilize customer language
Incorporate visual images
Encourage UsageEnsure easy access and use to fulfill the promise of self-service
Elevate the Customer Experience
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All ITIL v3 processes are meant to work togetherand share information
Tie your service catalog to yourRequest fulfillment process
Incident Management
Service Level Management
Change Management
Integrate with key IT management practices
Integrate & Streamline Business Processes
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Demonstrate Business Value
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Track service catalog metrics to justify needTrack reduction in technician assisted calls
Track increase in self-service usage
Demonstrate improved efficiencies – timelines
Track revenue generated by a service vs. the cost
of supporting that service
Show cost reductions
Show customer satisfaction results
ROISelf-service eliminates a large number of calls
Approvals reduce spending
Standardized delivery reduces re-work
Automated workflow eliminates manual activities
Guided configuration reduces errors
Identify your service offeringsBottom up approach
Identify all of your servers, databases, applications, and build your business services based on these
Top down approachDetermine all of the business services you offer and then the items that support those services
How to construct a Service Catalog
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Test an internal beta for selected customers
Publish in an actionable service catalog
Role out a single service or a handful instead of creating the complete service catalog
Top 10 most popular services
Focus on a type of service
Learn from your mistakes
Don’t try to make it perfect before initial roll-out
Dry Run
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Not Just IT – All Business Processes
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Service Catalogs
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EXAMPLE: Customer requests an iPhone
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Integration with ITIL Processes – Request Management
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Integration with ITIL Processes – Change Management
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