it service catalog: 5 steps to prepare your organization for successful service catalog project
TRANSCRIPT
IT Services Essentials:
5 Steps to Prepare Your Organization for a Successful Service Catalog Project
2
Speaker Bios
DON CASSON, CEO, EVERGREEN SYSTEMS
Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals.
Contact: [email protected]
JEFF BENEDICT, ITSM PRACTICE MANAGER, EVERGREEN SYSTEMS
Jeff manages the ITSM practice at Evergreen and has worked with ITSM tools for 15+ years. Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter.com/JeffSBenedict)
Contact: [email protected]
3
Today’s Agenda
• About Evergreen• 5 Steps to Prepare Your Organization for a
Successful Service Catalog Project• Evergreen’s Self-Service Catalog & Portal (built
on ServiceNow)• Possible Next Steps / Q&A
• 80-person U.S. IT Consulting Firm
• Worked with hundreds of Mid-Market, Fortune 1000 Companies and Public Sector Organizations
• Full lifecycle firm with deep ITSM / ITIL transformation experience
• One of Top 5 ServiceNow U.S. partners
• Primary Focus – “Customer-Centric IT Service Management”
4
About Evergreen Systems
Sample ClientsQuick Facts
5
Traditional ITSM – Where’s the Customer?
Incident
Change
Problem
Knowledge
Self Service Catalog & Portal
Start!!
2 Years Later…
Here I am!
How Can This Even Happen?
6
Start With the Customer – Change What You Do
Self Service Catalog & Portal
Change
Problem
Knowledge
Incident
The Customer is a “Litmus Test” of Real Value
Forces at Work?
7
• CEO desire for employee “Amazon like” experience
• Pressure of the DevOps cycle
• Critical Shared Services opportunity for IT
Questions To Answer / Perspectives
8
Why?
Who?
How?
When?
Where?
What?
People
Process
Technology
Culture
People
9
• Who is involved?• What are the roles / responsibilities?• When and How do we engage them? • Why are they important?
A Day in the Life of Service Owner3 Keys to Delivering Great IT Services - The Power of Service Delivery Roles, KPIs and Configuration Management
Process (and Policy)
10
• Who is responsible for defining and managing this?
• What are the policies & processes we need?• How do we get adoption of them?• What are our management metrics / measures?• Where do we “put” them in the technology?
5 Core Principles of Successful Service Catalogs3 Keys to Delivering Great IT Services - The Power of Service Delivery Roles, KPIs and Configuration Management5 Keys to Good Service DesignCMDB’s Strategic Role in IT Services
Technology
11
• Who owns defining our technology platform?
• What is our technology? What are our options?
• How do we integrate appropriate people, process & policy factors into the platform?
• When does this occur?
Culture
12
• Who is affected by this? How are they affected?
• Why does this matter? • What will our major cultural objections be?• How will we communicate with the
organization? • What are adoption best practices?
5 Core Principles of Successful Service Catalogs3 Keys to Delivering Great IT Services - The Power of Service Delivery Roles, KPIs and Configuration ManagementCreate an Amazon Like IT Service Management Experience5 Keys to Great Employee Self Service
Service Catalog Project: Incremental or Big Bang?
13
INCREMENTAL!• Can be done this way• Less risk• Learn as you go (and there is a lot
to learn)• Eases cultural adoption stress
Step 1: Why Are We Doing This?
14
DRIVER GOAL? MEASURE?
Customer Self Service & Strategic
Economic / Efficiency
Quality of Service /
Agility / Speed
Amazon Like Customer Experience
User Adoption RatesSocial Media Feedback
Business Alignment
High Quality, Consistent Service
Automation or Elimination of Work
Increase in Self ServiceMeasured Reduction in
Work Time
Customer Sat ScoringPerformance to
Improving Metrics
Steps to Take1) Document Project Goals & Measures2) Capture Weighting & Constraints3) Understand and Define – Who is the Customer?
Step 2: Governance & Roles / Responsibilities
• Is my application available?• Are there any pending threats? • Are incidents being handled? • What new requests are there?
• Who are my customers?• What do they want / need?• Are my customers happy?• Are they maximizing the benefit of my service?• How can I improve my service?• What should I be building for them?• Is my service high quality, easy to use, complete? • What can we eliminate or automate? • What are my “competitors” bringing to market?• Is my price fair & competitive? How can I improve it or add
more value at the same cost? • How is my delivery team doing? What do they need to be
more successful? • What are other Service Owners doing that might benefit my
service?
15
Te c h n i c a l S e r v i c e s M a n a g e r
S e r v i c e O w n e r
Steps to Take1) Create a Service Governance
Committee2) Draft a 1 page Charter3) Draft a 1 page Plan of Action
3 Keys to Delivering Great IT Services - The Power of Service Delivery Roles, KPIs and Configuration ManagementA Day in the Life of an IT Service Owner - A Look Into the FutureService Taxonomy Essentials – What Are the Services, Who Are the Customers?5 Keys to Good Service Design CMDB’s Strategic Role in IT Services
Service
Individual Customer• What services can I get & where?• What is / is not included?• When will I get it? Service Management
• What services do we offer?• What are the service expectations?• Who is delivering what & when?
Business Unit Customer• What services are we using?• What value/level are we receiving? • What is our services spend?
Service Delivery• What services do we deliver?• When does it need to be delivered?• What are we responsible for?
Service Delivery Executive• Are our customers satisfied?• Are we achieving our goals?• Are metrics in line & right direction?
Step 2: Governance & Roles / Responsibilities
31
Constituent Roles & Perspectives
Steps to Take1) Identify & document your core roles, perspectives &
responsibilities
Step 3: Common Language
17
Service?
Service Catalog?
Service Owner?Customer?
Service Request?
Service Offering?
Service Portfolio?
Service Taxonomy?
Steps to Take1) Create a V1 Dictionary of Common Terms2) Run a Common Language Workshop with Key
Constituents
Service Design Process?
Step 4: Understand the Parts
18
Service CatalogService & RequestService Design ProcessService TaxonomyService Metrics
Most Important in Preparing for a Service Catalog Project
3 Keys to Delivering Great IT Services - The Power of Service Delivery Roles, KPIs and Configuration ManagementThe Big 3 of Customer Centric IT - Service Catalog, Service Portfolio, Service TaxonomyService Taxonomy Essentials – What Are the Services, Who Are the Customers?Service Catalog vs. Service PortfolioService vs. Request & IT vs. Business Service CatalogsBuild a Service Taxonomy in 4 Steps
Step 4: Understand the Parts
19
Service Catalog
The “storefront” where active services are presented to the customer
Step 4: Understand the Parts
20
Service & Request
21
Part 4: Understand the Parts
Service Name Virtual Meeting Collaboration - Internal OnlyDescription Provide a virtual meeting environment, which provides both audio and visual interaction
between company team members globally.Customer(s) All Employees or Contractors with an active domain accounts Service Owner Steve ThomasService Manager June SmithFunctional Requirements Microsoft Lync will provide the following functionality: Instant Messaging, IP Audio
Communications, Desktop Sharing and Multiparty Audio\Video\Content SharingCost $10 per enrolled user \ Monthly Internal Chargeback Cost Service Level Objectives \ Agreements 99.5% availability, except during stated monthly maintenance windowOperational Level Objectives \ Agreements Support Teams will engage in P1 - Service Outage troubleshooting within 15 minutes Maintenance Windows 3rd Saturday of each month, from 9:00 pm to 11:59 pm ESTSupport Teams \ Primary Contact Messaging \ Alice Wilson
Windows Server Team \ Sachin GuptaDatabase Team \ Susan PriceNetwork Team \ Alex Tromanski
Service Design Package
Service Design Process
Step 4: Understand the Parts
22
Service Taxonomy
Step 4: Understand the Parts
23
Customer
Service Owner
Service Provider
Service ProviderService Provider
Service Provider
Service Provider
Service Provider
Great Customer experienceOn time deliveryAvailable & fast when I need it
Measure Customer satisfactionConsistently set & meet delivery expectationsService availability
Consistently set & meet delivery expectationsService availability
SLAs
OLAs
Continuous Improvement
KPIsService Metrics
Step 5: Define Your Target
24
• Create a clear word picture of desired Phase 1 functionality
– Considering goals, people, process, technology
• Review technology platform candidates for suitability of fit
• Interview select technology & service providers for:
– Experience– Approach to the challenge– Innovation– Range of Costs / Options
In Summary
25
• Step 1: Be clear on why you are doing this• Step 2: Pay attention to governance &
roles / responsibilities• Step 3: Get a common language• Step 4: Understand the parts• Step 5: Define your target
26
Evergreen’s Self-Service Catalog & Portal
Demo
POWERED BY SERVICENOW
One-Day, Private Service
Catalog Workshop $3,950
Demo our “Metro Style” Self Service Catalog & Portal yourself!
Possible Next Steps?
http://www.evergreensys.com27
See how our graphical Service Taxonomy Designer works
28
• Questions?• Thank you for your time.
• ALL REFERENCE CONTENT AVAILABLE FOR DOWNLOAD (SLIDES AND RECORDINGS) AT:
http://www.evergreensys.com/it-webinars-whitepapers-evergreen-systems
Wrap-Up