itsm and service catalog overview

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IT SERVICE MANAGEMENT (ITSM)

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IT Service ManagementOverview


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ITSM DefinitionIT Service Management (ITSM) is:

A process-based approach to aligning the delivery of information technology (IT) services with the needs of the organizations that uses them.

Performed by IT Service Providers through an appropriate mix of people, process, products and partners.


ITSM Value StatementIT Service Management:

Improves quality and productivity Reduces costs Enhances customer relationships and service Increases teamwork and collaboration Delivers timely management information Provides information security and risk reduction


ITSM FrameworksTechnology neutral and vendor specific options are available


• Implement an Organizational Change Management (OCM) strategy.• Create a strong business alignment.• Focus on policy, standards and process, NOT technology.

ITSM Success Criteria

ITSMDon’t get lost in the weeds!


ITSM is a Journey

• Task Driven Culture

• Inconsistent Documentation

• Product Led• Silos of

Technology

• Repeatable Support

• Basic Monitoring• Incident Driven

Projects• Limited Asset

Management

• Process Owners• Regular KPI

Reports• Controlled Asset

Management• Problem

Management

• Business Led Goals

• Continuous Service Improvement

• Financial Planning

• PE is a Strategic Partner

• Business Alignment

• Catalyst for Innovation

Ad Hoc

Reactive

Proactive

ServiceValue

Technology Focus

Support Focus

Customer Focus

Business Focus

Strategy FocusTechnology Centric

Business CentricProfit Center

Cost Center


Danger!

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IT ServiceOverview



An IT Service is: A means of delivering value to a customer by facilitating outcomes customers

want to achieve without the ownership of specific costs and risks. Discrete enough that it is measurable. Governed by a Service Level Agreement (SLA)/Operational Level Agreement

(OLA).

IT Service Definition


IT Service Lifecycle•Align with customer demand to identify needed service changes, connect to value creation and leverage the IT portfolio. Then prioritize service roadmaps.Strategy

•Translate service roadmaps and requirements into projects, implementation plans to share with the customer. Architect and design/reuse service solutions in response to service requirements.Design

•Review service architecture with customer. Build, test, and deliver systems and solutions. Prepare customer expectations, culture, and processes for service deployment and change.Transition

•Support growth in service adoption and utilization by customers, reviewing value to validate alignment and identify course correction. Handle service risk, events, issues, and provider relationships.Operate

•Benchmark, measure, and review service performance to identify improvement opportunities to work into service roadmap. Aggregate service value results into the IT portfolio.Optimize


IT Service ManagementExamples



IT Asset Management Not just physical hardware and software. Includes Intellectual Property (IP), Proprietary Information (PI), and

copyrights.

Context for Examples

Asset Metadata

Item Value 1 Value 2 Value 3

Criticality A B C

RTO 0 days 1 day 1 week

Default Risk High Medium Low

High Availability 0 minutes 1 minute 1 hour…


Testing Boundary

Change Authority

Sprint Target

Operational Example

System AA-Rating

System FC-Rating

System EB-Rating

System DA-Rating

System BA-Rating

System CB-Rating

SCRUM Team B

SCRUM Team A


Strategic Example

System AA-Rating

System FC-Rating

System EB-Rating

System DA-Rating

System BA-Rating

System CB-Rating

Resource Management

IncidentManagement

Support Management

ProblemManagement

Business Intelligence (BI)


IT Service CatalogOverview



An IT Service Catalog is simply: A list of available technology resources and offerings within an organization

and a means of communicating how to request, receive and measure offering deliverables.

More importantly it is : The cornerstone of IT Service Management (ITSM). A vehicle IT to define, prioritize and market services to its customers. A means of provides a service-centric view of IT.

IT Service Catalog Definition


ServiceOperation

ServiceTransition

ServiceOptimize

ServiceDesign

ITSM CornerstoneIT Service Catalog

Operational Level Agreement (OLA)

Process Standardization

Continuous Process Improvement

Service Capacity Plan

Demand Forecasting/ Trending

Service Desk (ticketing)Request

Improve

Refine

Input

Compliance


FY15 FY16 FY17 FY180

0.5

1

1.5

2

2.5

3

3.5

4

4.5

DemandCapacity

Demand Forecasting/ Trending

Demand exceeds capacity

Future increase in demand is projected

or realized

Additional headcount

Hea

dcou

nt

Fiscal Year

Service Capacity Plan


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itsm and service catalog overview

Documents

service overview

service roadmaps

service requirements

service definition

service deployment

service adoption

service providers

service lifecycle