seminar 03f - designing an it service catalogue to support strategic and operational effectiveness ...

7/27/2019 Seminar 03F - Designing an IT Service Catalogue to Support Strategic and Operational Effectiveness (separate registration required) (176356396)

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WELCOME:

▪ On a 3 x 5 index card, write down somethingyou have done in life that no one or very few

people would know. Make sure it is

something you would to share!

▪ Please hand the card to one of the seminar

leaders



INTRODUCTIONS



TODAY’S GOAL:

1. To determine the basicbuilding blocks of a Service

Catalogue.2. To be prepared to launch a

Service Catalog initiative

using a three stage design

model.



Obectives

▪ Examine the value of launching a ServiceCatalogue?

▪ Review a sampling of Service Catalogues.

▪ Demonstrate lessons learned from Our Story.Four Corners activity (summary)

▪ Develop a template.

▪ Draft a Service Description.

▪ Consider issues related to Design &

Development issues.



WHY DO YOU NEED ASERVICE CATALOGUE?



WHY LAUNCH A SERVICE CATAGLOGUE?

1. Answers the basic question: What services do weprovide?

2. Begins to establish alignment between what customers

want and what IT can provide & highlights relationship

between inputs and outputs.

3. Defines IT service boundaries to manage customer

expectations - defines what is not provided as much as

what is.

4. Forms basis for SLA’s, costing/charging schemes, policy

and practice documentation.



“GOOD ARTISTS COPY, GREAT ARTISTS STEAL”, PABLO PICASSO



REVIEW OF SERICE CATALOGUES1 2 3 4

5 67

Higher Ed Service Catalogs

1. What do youthink works?

2. What do you,

as a group

have theleast

consensus

about?

3. What is the

most

significant

takeaway?

http://www.heitmanagement.com/service-catalogs/?goback=.gde_1848031_member_241499067





BREAK



Portfolio v Catalog?

Establishes

business value

associated with

services

The operational

manifestation of the IT Service

Portfolio

SERVICE PORTFOLIO

SERVICE

CATALOG

Collaboration services

Business services

Application

Development

services

Calendaring

Room Scheduling

Application integration & Programming



OUR STORY



OUR GOAL

▪ Inform user community of specific services;

identify and confirm their needs.

▪ Provide an actionable understanding of our

services

▪ Define an operational framework for measuring

our performance

▪ Systematize ad hoc support processes for

continuous improvement.



OUR STORY: Our Problems

The top 5 faculty support needs

1. Unable to login to BlueVIEW (Password Related)

2. E-mail Setup and Configuration w/ Zimbra WebMAIL

3. PC Laptop Setup, Configuration, Repair

4. Trouble w/ Voice Mail on Telephone

5. Trouble w/ Connectivity to Drake Network (Wired/Wireless)

The top 5 student support needs


2. Software Distribution (Microsoft Office, SPSS, Mathmatica)

3. Student’s Computers in for Repair (Virus)

4. Trouble w/ Connectivity to Drake Network (Wireless)


The top 5 employee support requests

1. PC Laptop Setup, Configuration, Repair

2. Trouble w/ Connectivity to Drake Network (Wired/Wireless)



5. Duplicate Records need to be Merged

1. No one knew what

services we provided

2. We lacked

performance baselines3. Our operational

processes were

reactionary



What is a service?

“People do not want

quarter-inch drills. Theywant quarter-inch holes.” Professor Emeritus Theodore Levitt, Harvard Business School



OUR STORY: A Starting Point

▪ Defining our services

“A service is an action that delivers a benefit to

the recipient. Services are therefore intangible

and must be expressed in terms of the

recipient’s’ value expectation”

Young, Colleen M. (22 March 2011) Four Key IT Service Management Frameworks. Gartner G00210322.



“…Recipent’s’ value expectation…”

Young, M., Colleen. (22 March, 2011) ITSM Fundamentals: How to Create an IT Service Portfolio.

Gartner, G00210325



Cable TV - Educational buildings • Cable TV - Dorm, fraternity,sorority• Campus Wide Channel Programming / Scheduling

Cable TV - City wide MediaCom • College Channel Programming /

Scheduling • Drake / OIT Master Control Support

Tech needs analysis • Educational Technology Consultation • Classroom /

Space Technology Design (internal) • Classroom / Space Technology

Design (departmental)• Classroom / Space• Technology Design (individual)

• Classroom / Space Technology Installation (internal) • Classroom / Space

• Technology Installation (departmental) • Classroom / Space •

Technology Installation (individual) • Technology Purchasing / Receiving(internal) • Technology Purchasing / Receiving (departmental)• Technology

Purchasing / Receiving (individual) • Technology Training (internal)

Technology Training (departmental) • Technology • Training (individual) •

Application Training (internal) • Application Training (departmental) ª

Application Training (individual) • Technology Research & Development •

Technology Manufacturer / • Vendor Liaison• Classroom Technology •

Digital Signage • Equipment Checkout • Special Event Consulting /

Budgeting • Special Event Set Up • Special Event Operations • Special

Event • Vendor Liaison • Lecture Capture • Streaming Audio / Video •

Sound Re-Enforcement Support • Video Conferencing (Satellite) • Video

Conferencing (Compressed) • Video Conferencing (Web) • Adobe Connect

(Admin / Training / Support) • Web Conferencing • CCTV Support •

Carillon Bell Maintenance • iTunesU Management

Brainstorming Services1st Draft

https://docs.google.com/spreadsheet/ccc?key=0AgF7P5MLeQKOdHFZeGhCRldyUE1qY1BhU01TWUVlcHc&usp=sharing










Refinement & Categorization2st Draft 3st Draft

https://docs.google.com/file/d/0BwF7P5MLeQKOYjI1eWJ2RElPQkU/edit?usp=sharing

















Final Categorization

4th Draft

1. Administration & ApplicationServices

2. Communication and Collaboration

Services

3. Connectivity and Networking

4. Hardware & Software

5. Information Security6. Mobile Support

7. Teaching & Learning with

Technology

8. Technology Purchasing

https://docs.google.com/spreadsheet/ccc?key=0AgF7P5MLeQKOdGdhOGJiSy16RWg3ZmlwOHZMN0tqTFE&usp=sharing





Template

1st Draft

https://docs.google.com/file/d/0BwF7P5MLeQKOVVBDU2hxVDY4TjA/edit?usp=sharing










Template

2st Draft

https://docs.google.com/file/d/0BwF7P5MLeQKOWDJjOHExVWlUV28/edit?usp=sharing










Writing, Publishing, and Tracking

Tracking Spreadsheet

https://docs.google.com/file/d/0BwF7P5MLeQKOTTBrVlk2ZktrdWs/edit?usp=sharing





Final Version

Drake Service Catalog

http://oit.drake.edu/catalog-services-by-category/





Lessons Learned

▪ Iterate and don't be distracted by false starts

▪ Don't let the technology drive the process

▪ Ignore the Service Portfolio v Service Catalogue problem

▪ Create collaborative editing processes

▪ Start with more and reduce (you can always add later)

▪ Avoid problem areas until you have a process

▪ Use multiple discovery processes to identify service. Ground up top down,

then meet in middle.

▪ Map services to support queues



FOUR CORNERS



Spend 10 minutes on each question

1.How do you define a service?

2.What are the challenges in

building a service catalogue?3.What are the 3 most important

attributes of a Service

Catalogue?

4.What should be avoided in

designing a Service Catalogue?



LUNCH



10 Steps / 3 Stages1. Define the criteria for a service

2. Determines the service items to be included

a. Cull, cut and prioritize

3. Determine service categories

a. Bundle into 6 – 7 categories

4. Create service description template

5. Write service descriptions6. Mock-up prototype and test

a. Define technical requirements

7. Determine service request escalations

a. Define technical requirements

8. Determine service performance metrics9. Build-out

10. Track performance usage and performance metrics

WASH • RINSE • REPEAT

Service

Design

Process

Design

PerformanceDesign

1



DEVELOPING ATEMPLATE



What are theimportant elements

to include whendescribing a service?



Drafting a Service Template

▪ Example 1

▪ Example 2

▪ Example 3

▪ Example 4

▪ Example 5

YOUR TASK

1.Find a partner

2.Select a service

1.Draft a service catalog entry

template

2.Draft content3.Exchange your draft and

conduct a peer review

https://docs.google.com/document/d/1uKQJQoIgWQucm1D5wrgt80MA_CtETwxpLL5ASrFhShg/edit?usp=sharing

https://docs.google.com/document/d/1SMRTF629HguQHOL2MQUmaY1RJjcW5slNOBzMoJxeCgk/edit?usp=sharing

https://docs.google.com/file/d/0BwF7P5MLeQKOWlpIeGd4enRsZ28/edit?usp=sharing

https://docs.google.com/file/d/0BwF7P5MLeQKOV2Fab1k3aW5ESkU/edit?usp=sharing














DESIGN &DEVELOPMENT



Selecting the right tool



Integration with incident

management▪ Computer Setup form

▪ Footprints result

Measurement

http://oit.drake.edu/catalog-service/4686/

https://footprints.drake.edu/MRcgi/MRentrancePage.pl









Measurement

& Metrics

▪ Metrics Link

http://oit.drake.edu/custom/metrics/kpi6d.php





Usability Testing (UX)

▪ What is usability testing & why it matters

How does UX testing look?



How does UX testing look?

Developing your own UX plan

http://youtube.com/v/3Qg80qTfzgU



Developing your own UX plan

▪ Key elements:

▪ Intro / Script & Protocol

▪ Tasks to be done / tested

▪ Measurement tools

▪ screen recorder, or video camera

▪ Post session debrief

▪ focus group or questionnaire

Where to next?



Where to next?Service cat rev 3

▪ Interactive, question based

▪ Prompts users through basic flowcharts

▪ Iterative

▪ Role based



QUESTIONS?

CONCENRS?DOUBTS?

IDEAS?

Please complete the on line evaluation available at the Seminar program listing

in the online program

http://www.educause.edu/annual-conference/2013/seminar-03f-designing-it-service-catalogue-support-strategic-and-operational-effectiveness-separate-re




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