the service catalog: cornerstone of service management

Pink Elephant – Celebrating over 20 Years Of ITIL Experience

The Service Catalog

Cornerstone of Service Management

withGeorge Spalding

Executive Vice-PresidentPink Elephant

Service Catalog & Request Fulfillment© Pink Elephant, 2012 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 2

Technology Focus

Customer Focus

Business Focus

Value Network Focus

LOW

HIGH

Role Of IT/IS In The Organization

Infl

ue

nce

On

Th

e B

us

ines

s

IT is perceived as an internal business partner

IT customers are the customer of the organization

IT has a single strategy and is focused on the customer, but is perceived as an external supplier

IT is focused on the integration and delivery of end-to-end IT services (business solutions)

IT is focused on technology, infrastructure and applications are treated as separate and largely unrelated domains

Service Focus

The Changing Role For IT

Service Catalog & Request Fulfillment© Pink Elephant, 2012 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office

What Is An IT Service?

“A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.” (ITIL)

Fulfills one or more needs of the customer Supports the customer’s business objectives Is perceived by the customer as a coherent whole


What Customers Want?

“People do not want quarter-inch drills.

They want quarter-inch holes”Professor Emeritus Theodore Levitt, Harvard Business School


The Service Catalog

The Service Catalog is the Key Enabler in transforming to a Service-Centric, Customer-Focused Model for IT

The Service Catalog is the Key Enabler in transforming to a Service-Centric, Customer-Focused Model for IT


Views Into The Service Catalog

Service Catalog

End User• What services can I buy?• What does this include?• When will I get it?

Service Level Manager / IT View• What services do I offer?• What levels are available?• What are my key metrics?

Business Customer• What services am I using?• What levels am I receiving? • What is my IT spend?


BusinessCustomer

Business Customer View of The Service Catalog – Sample


Business ServiceManagement

Requirements/demand:

Utility:Name, description,purpose, impact, contacts

Warranty:Service levels, targets,service hours, assurance,responsibilities

Assets/resources:Systems, assets,components

Assets/capabilities:Process, supporting targets, resources

Assets/capabilities:Resources, staffing, skills

Composition Of A ServiceB

usin

ess

Vie

wTech

nic

al V

iew

Business Service

Businessprocess 1

Businessprocess 2

Businessprocess 3

IT Services

SLAs/SLRsincludingcost/price

Data

SuppliersSupportteams

Supportservices

OLAscontracts

Applications

ITprocesses

Infrastructure

Environment

Service

Policy/strategygovernancecompliance

© Crown copyright 2007 Reproduced under license from OGC. Based on Figure 3.2 Service Design, page 24© Crown copyright 2007 Reproduced under license from OGC. Based on Figure 3.2 Service Design, page 24


Service Unit 3

ExternalBusiness

Unit A

External Supplier

Business Unit D

Service Unit 4

Embedded IT

Business Unit A

Business Unit C

Business Unit B

Business Units

Value Service Network

Service Ecosystem

Service Unit 1

Service Unit 2

Shared IT Services

3 Service Supplier Types

Service X

Service Z

Service Y

Service WDedicated

Service

SharedService

OutsourcedService

Service Catalog


Service Catalog Management Goal

Ensure that a Service Catalog is produced, distributed and maintained containing accurate and current information on all services which are operational or “live”, and are being prepared for transition to the live environment.


Service Catalog

Identifies all the services offered Should reflect the default levels of service that would

work for 75% - 80% of your organization This Service Catalog becomes a master SLA that

allows for different levels of service to be driven from the default or “standard” levels of service

Doesn’t require an SLA for each customer Easier to update and maintain than separate SLA’s Accessible by the customer Non-technical document Includes a glossary of terms


Service Requests

Included in the Service Catalog Standard Changes Include a “standard” level of service May not be an IT request May involve a number of areas within the organization Automated as much as possible

Approvals Communications Notifications & Confirmations Final Status


Thank You

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