service catalog essentials: 5 keys to good service design in it service catalogs
TRANSCRIPT
Service Catalog Essentials
5 Keys to Good Service Design in Service Catalogs
The Power of a Consistent Service Design Process
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Happy Halloween
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]
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Today’s Agenda
• About Evergreen• 5 Keys to Good Service Design in Service
Catalogs • Evergreen’s User-Centric Self-Service Catalog &
Portal Portal (built on ServiceNow)• Possible Next Steps / Q&A
• 80-person U.S. IT Consulting Firm
• Hundreds of Mid-Market, Fortune 1000 Companies and Public Sector Customers
• Full lifecycle firm with complete ITSM / ITIL transformation experience
• Incident / Problem• Change & Request• Asset & Configuration / CMDB• Service Catalog & Portfolio• SLM & KPIs• Shared Services (HR, Facilities, Acq.)
• Deep BMC / Remedy & HP Service Manager experience
• Top 5 US ServiceNow Partner
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About Evergreen Systems
Sample ClientsQuick Facts
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Conventional ITSM Thinking Is Wrong
(The Horse is our customer…)
Incident, Problem Change
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Two Useful Guides
13 page dictionary of Services definitions – ITIL & beyond
Taxonomy definitions, best practices and example framework guidance
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Useful Grounding
Customer. Someone who buys goods or services.
Service. A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
Service Design Package. Document(s) defining all aspects of an IT Service and it’s requirements, through each stage of it’s lifecycle.
ITIL def
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A Service Can Be…
• A lot of complex, individual activities
• Joined together
• From many operating silos
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Why Do Customers Leave?
Why Customers Leave*
• 3% business moved• 5% prefer competitor’s product• 9% price increases• 14% dissatisfied with product /
service
• 31% total
• 69% left because of poor service
* White House Office of Consumer Affairs
How do IT’s Customers Leave?
• Shadow IT• Reduced Budgets• Outsource
“Treat your customers like captives, and one day they will be neither”
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A Service Design Process seems like a lot of work…can’t we just start building services?
What Is the worst that could happen?
UGLYEXPENSIVEINCONSISTENTUNMANAGEABLEREDUNDANT
…AND ABANDONED
Do We Need a Service Design Process?
69%
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CONSISTENTAFFORDABLEREPEATABLEMANAGEABLEREUSABLEEFFICIENTSTRATEGIC
YOUR CUSTOMERSWILL LOVE IT
Benefits of A Good Service Design Process
________________________
Service Design Process Functionality & Components
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Sample Service Design Package
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
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What A Service Looks Like to a Customer
Give the customer enough information to make a self-service decision…
• Name & description• Fit for my use• Who can request it & how• Cost• Quality• Delivery time• What is / isn’t included• Service owner
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Service Design Process - Build Flow
Service Presentation
Service Offer
Service Fulfillment
Service Feedback
Service Hierarchy
Service Catalog / Portal / Mobile
Service Functionality
Offerings Requests Scope
Workflow Approvals Assignments Messaging
Service Status
Service Rating
Service Survey
Service Metrics/KPIs
Service Reporting
Service Dashboards
Individual Service Design Activities
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Constituents of a Service
Customer Experience
Execution Effectivenes
s
Governance & Accountability
Design From the Customer In, Not IT Out
Design Management Needs In From The Start
Build for the Providers Too or It Will Not Work
Customers
ProvidersManagers
Toolkit: The Service Design Model
A Service Design Model ensures you consider all relevant areas
What it does for you: • Helps communicate the mechanics of a
service end to end• Helps everyone understand the big
picture and their role in it• Breaks "the service and operations
problem” down to bite-sized chunks • Facilitates decision making / trade-offs
as to where and how resources are used
• Key executive / stakeholder and change team communication tool
• Factual approach to expand the debate from tactical to strategic – i.e. from cost reduction initiatives to ‘What are we trying to do for the business?’
Service Design Model
CustomerExperience
Governance &
Compliance
Technology & Support
Roadmap for Change
Business Goals and Strategy
SDM
Resources
Sourcing& Alliances
Assets & Finance
Organization&
Geography
Business Processes
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CustomerExperience
Governance &
Compliance
Technology & Support SOM
Resources
Sourcing& Alliances
Assets & Finance
Organization & Geography
BusinessProcesses
Toolkit: Definitions of Model Elements
The Business Processes factors show the core functions and processes related to how work is executed and delivered
The Organization and Geography factors outline the organizational structure, locations of where activities occur, the sourcing of activities (external vs. internal) and the mechanism by which implementation and changes to the model will be managed
The Assets & Finance factors define which activities are executed where, the scope of the service and the dependencies on specific assets, with financial and accounting considerations
The Technology & Support factors outline the supplications, infrastructure and operations supporting the business
Service Design Model
The Resources factors outline the people implications in terms of skills and behaviours required, the expected headcount distribution and the change implications
The Customer Experience factors link the value proposition to the specifics of the interactions between the customer and the entity
The Culture factors (shadow ring) show the values, norms and beliefs that drive how people in the organization act
Roadmap for Change
The Sourcing & Alliances factors define which activities will be performed within the organization, by other parts of the parent groups and by external parties
The Governance & Compliance factors outline the oversight and management structure and the major compliance activities (external vs. internal) and the mechanism by which the service is monitored and controlled.
Customer Experience
Sourcing & Alliances
Business Processes
Organization &
Geography
Governance &
ComplianceResources Technology
& SupportAssets & Finance
STRATEGYDesign and Roadmap
Customer Strategy
Vendor Strategy
Business Strategy
Governance Strategy
System Strategy
Asset Strategy
ARCHITECTURE Business, Tech &
Support
Components & Integrations
Organization Structure
Organization Structure
Systems & Operations
WORKFLOWS Key Business and
Technology
Customer Workflows
Business Workflows
Governance Audit &
Schedule
System Workflows
ROLESRACI Roles and Responsibility
RACI RACI RACI RACI
PERFORMANCE KPIs/Metrics,
Surveys and Rptg
Customer KPIs
Vendor KPIs
Business KPIs Geo KPIs Audit KPIs Resource
KPIsSystem
KPIsAsset
KPIs
AGREEMENTSOLAs and SLAs
Vendor SLAs
Business OLAs & SLAs
SBU OLAs & SLAs
Management SLAs
Resource SLAs System SLAs
MONITORING Innovation, Risk
and LifecycleInnovation Risk Innovation &
Lifecycle Risk Risk Risk Innovation & Lifecycle
Risk & Lifecycle
Service Operating Model
Toolkit: Service Operating Model Framework
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Toolkit: Service Design Factors and Influences
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Example: Service PackageService Name Messaging and Collaboration
CoreServices
EnablingServices
EnhancingServices
Options
Network
Service Desk Support
Service Desk Support 8 x 5 10 x 6 7 x 24 x 365
Server Instant Messaging
Storage System Monitoring
Mailbox Size (Maximum) 2 GB 10 GB UnlimitedMulti-language Spanish French Japanese
Account Administration Information Security
Wireless Devices Lenovo S6000 iPad Air Samsung Galaxy S5 iPhone 5sService Support Level Gold Silver Bronze
________________________Five Keys to Good Service Design
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Provide the customer enough information to make a self-service determination…
• Name & description• Fit for my use• Who can request it• Cost• Quality• Delivery time• How to request it• Service Owner
If everyone owns the service, no one does
KEY 1 – Clear Service Ownership
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KEY 2 – User Experience Matters
Simple Complete Predictive
Leading Beautiful
KEY 3 – To Build (a Service) or Not?
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WorthwhileHigh volume
Highly repetitiveSimple, durable
2-3 solutions meet the 80/20
Value?
Cost & Risk?
Cost to build & maintainDegree of complexityRisk of failure
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KEY 4 – Modular Services as CIs
Build reusable service modules
Combine them to create new services
Manage each service as a configuration item (CI) to give you accountability
A SERVICE
SILO
SILOSILO
SILO
SILOSvcSvc
Svc
Svc
Svc
KEY 5 - Balance Customer & Provider Needs in Design
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Miller’s Number 7 +/- 2How Many Services? Many & Shallow? Few and Deep?
Evergreen’s Numbers
4 +/- 2
7 +/- 2 7 +/- 2 7 +/- 2 7 +/- 2
Taxonomy to Service
Roadmap for Change
Business Goals and Strategy
CustomerExperience
Governance &
Compliance
Technology & Support SDM
Resources
Sourcing& Alliances
Assets & Finance
Organization&
Geography
Business ProcessesSDM
Use a Service Design Process
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Evergreen’s Employee Self-Service Catalog & Portal
Demo
POWERED BY SERVICENOW
MOST VIEWED APP on the SN App Store. Demo our Self Service Catalog & Portal yourself!
One-Day, Private Service
Catalog Workshop
Onsite for only $3,950
Possible Next Steps?
http://www.evergreensys.com30
Request a copy of our Services Definitions Dictionary:
http://content.evergreensys.com/webinar-service-definitions-dictionary-offer-exclusive
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• Questions?• Thank you for your time.
http://www.evergreensys.com/servicenow-service-catalog-services-workshops
Wrap-Up