it service catalog: 5 steps to prepare your organization for successful service catalog project
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Evergreen Service Catalog Workshop
IT Services Essentials:5 Steps to Prepare Your Organization for a Successful Service Catalog Project
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.
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)
Hello all and thanks for joining us!
I am Don Casson, CEO of Evergreen and with me is Jeff Benedict who heads up Evergreens ITSM practice, and leads our Innovation efforts.
3Todays AgendaAbout Evergreen5 Steps to Prepare Your Organization for a Successful Service Catalog ProjectEvergreens Self-Service Catalog & Portal (built on ServiceNow)Possible Next Steps / Q&A
If you are new to our webinar series, welcome. If you are a past attendee thanks for joining us again. Our goal is to share valuable information & insights you can use in your planning and activities right now. The topic we will explore today is, how we prepare our organization for a Service Catalog Project.
Here is our agenda-
After a very little bit about Evergreen, we will dive into our topic. Beyond that we will briefly demonstrate some of the concepts discussed in our always evolving view of a very advanced, self-service catalog & portal experience, built on ServiceNow.
Then we will answer some questions if you have any. At any time during the webinar you may submit a question using the Q&A function.
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
4About Evergreen Systems
Evergreen is a US based consulting firm and we have worked with hundreds of mid market, Fortune 1000 companies and public sector organizations to improve their IT Service Management execution.
We are a full lifecycle firm, or in the words of one customer, you have both process and technology in one company.
We are one of the top 5 US ServiceNow partners and have over a decade of domain experience in each area of the ServiceNow portfolio, but we view all of this from a perspective of customer centric IT Service Mgmt.
5Traditional ITSM Wheres the Customer?IncidentChangeProblemKnowledgeSelf Service Catalog & Portal
2 Years Later
Here I am!How Can This Even Happen?
At Evergreen we think Traditional ITSM thinking is just plain wrong, because it puts the customer the people we are really doing this for last! Hard to believe but true. In most cases it takes a couple of years to even think about the customer.
How can this possibly happen?
First we have walls around our thinking we dont even see. This is how its always been done so we dont challenge it.Second we dont know how to put the customer first. What does the customer want? What are the best practices? How do we build it? So we put it in phase 3.Third we DO know traditional Incident Change Problem etc. best practices REALLY well so we do what were comfortable with. Unfortunately, its wrong. 5
6Start With the Customer Change What You DoSelf Service Catalog & PortalChangeProblemKnowledge
The Customer is a Litmus Test of Real Value
We need to start with the customer. The customer should get a BIG WIN in phase 1. Both the technology & best practices CAN support it now. Best of all, if we start with the customer, it will actually change what we do. For example In Incident rather than thinking so much about how to handle Incidents, perhaps we will focus more on how to eliminate or prevent the customer from having to contact us in the first place. In Change Mgmt. rather than always thinking about managing change instead we will think about how to streamline or even eliminate changes. Knowledge Mgmt. can become Search & Learn a place for powerful, social & self enablement rather than just a tired afterthought.
Start with the customer and it changes what you do!6
Forces at Work?7CEO desire for employee Amazon like experiencePressure of the DevOps cycleCritical Shared Services opportunity for IT
There is a great deal of interest today in Service Catalogs. Even more broadly in customer centric IT Services. To be very frank this is a significant change for most IT organizations. Given that, heres a good place to start is doing this optional or mandatory? Only you and your teammates can decide that, and I highly recommend spending some time considering that question together and deciding. It will drive your level of commitment and investment.
Here are 3 significant hard trends we believe are a reality. CEOs are asking for an Amazon like employee experience of IT which as you know is a beautiful, complete self SERVICE experience end to end. This is the force of Consumerization of IT at work. The DevOps real time, cloud fueled revolution is coming to all of us, or our companies simply wont be competitive. In 2014 Amazon made over 400 changes to the worlds largest data center by many orders of magnitude. Twilio a large digital voice provider makes 20 to 25 production changesdaily. Who would want to compete with that? Last IT is being asked by the CEO or COO to include the shared services parts of the organization like HR, Contracts and Facilities in the Amazon like experience this is a great opportunity for IT to raise its visibility and value across the enterprise, and CIOs want to take advantage of it. 7
Questions To Answer / Perspectives8Why?Who?How?When?Where?What?
Our goal today is to make the high points clear, but also give you some simple tools to help you get your organization ready. For most every point we cover today there is whole lot of additional supporting material you can easily access in our recorded Webinar & PowerPoint slides library on our website. It is organized by title so it is easy to find what you are looking for. I have also identified some reference materials specifically with purple boxes at the bottom of some of the slides so this presentation can serve as more of a reference guide for you step by step.
A good place to begin is with the classic questions who, what when where how and why; considered against the framework we use for key IT projects people, process, technologyand culture. This will give you a way to build a working list of the key questions you need answers to, even beyond phase 1. 8
People9Who 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
Here are some of the questions we might want to consider from the people perspective. Determining who should be involved is critical for success as all service catalogs involve all parts of IT thats how IT delivers. In order to have consent and consensus who needs to be part of this? Who are the early adopters and who are the late adopters? how can each help you? What roles are needed, and who might best fill them? There is some useful roles information regarding Service Owners in our archived webinars A Day in the Life of a Service Owner, and 3 Keys to Delivering Great IT Services.9
Process (and Policy)10Who 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 DesignCMDBs Strategic Role in IT Services
A focus on Delivering customer centric IT services is very different from how IT has traditionally operated. What sorts of policies and processes might be useful to help us manage and deliver this way? How can we agree on them and get broader adoption of them? What metrics are enough to get us started, but still ensure we are successful in phase 1? Finally how do we go about getting these deeply in the technology so the work comes to us with process and policy compliance already baked in? 10
Technology11Who 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?
We may have a good technology platform, we might need new enabling technology or we might even have competing platform choices both inside and outside of IT in our organization. How do we ensure we have a good platform, that can easily incorporate, or even bring some customer centric best practices in policy and process? 11
Culture12Who 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