the service catalog portal – your window to your customer

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The Service Catalog Portal Your window to the customer Martin Pscheidl, MBA, MSc, CMC [email protected] …your users want to search like on Google and to order like in Amazon …

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(You can find the fully recorded script from this presentation here http://www.itsmblog.at/2014/04/presentation-service-catalog-portal-customer-window) Are you interested how your online shop is managing his logistics to deliver the article you ordered in time? Do you order your goods three days later if your web shop is showing unknown availability status? Do you buy services which are described unclear and nebulous in your private life? All answers are clearly ‘No, of course not!’. For many IT organizations the Service Catalog is just the next CMDB nightmare. Seven approaches to implement but not really up and running yet. Yes, because the CMDB itself is simply a repository of relationships that has minimal value. The true value is in understanding how these relationships impact IT and business services. And: No user will see the CMDB ever. But your Service Catalog Portal is your single point of information for your service customers. It has to provide all articles the users want to order like in Amazon.com. The description has to be complete and easy to understand. The usability has to be ‘one-click to order’. And how do the users want to find your services? Simply by searching like on Google.com.

TRANSCRIPT

Page 1: The Service Catalog Portal – Your window to your customer

The Service Catalog Portal

Your window to the customerMartin Pscheidl, MBA, MSc, [email protected] …your users want to

search like on Google and to order like in Amazon …

Page 2: The Service Catalog Portal – Your window to your customer

The IT Service Management Forum (itSMF) is anindependent, international, non-profit organization of IT Service Management (ITSM) professionals worldwide. Around the operation of IT services the itSMF collects, develops and publishes “best practice”, supports education and training, discuss the development of ITSM tools, initiates advisory ideas about ITSM and holds conventions.

The Austrian itSMF Chapter was founded 2002.

(Remark: There are no kangaroos in Austria!)

Why us?This is an independent best practice presentation

2The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

Page 3: The Service Catalog Portal – Your window to your customer

30 years in IT business 15 years in ITSM Engineer, MSC, MBA - all in ICT ITIL® Expert Distinguished Professional in

Service Management DPSM(CM)

Chair of itSMF Austria Manager at KPMG IT Advisory Management Consulting But additional to my consulting expertise I am a consumer, a

customer, an IT user and to be honest I’m using my own devices, I don’t like reading handbooks and policies.

To gather information I’m searching on Google. To buy goods I’m using web-shops like Amazon.com.

Why me?I like sharing experiences

3The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

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ITIL® is a Registered Trade Mark of AXELOS Limited IT Infrastructure Library® is a Registered Trade Mark of AXELOS Limited Amazon.com® and the Amazon.com logo are the registered trademarks of

Amazon.com Apple and the Apple logo are registered trademarks of Apple Inc. Google and the Google logo are registered trademarks of Google Inc. ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc.

All other brand and product names are trademarks or registered trademarks of their respective holders.

All materials have been prepared for general information purposes only to permit you to learn more about the experience of our association members and their thoughts and best practices.

The information presented is not legal or technical advice, is not to be acted on as such, may not be current and is subject to change without notice.

Trade Mark AcknowledgementWe can’t live without these companies

4The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

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My IT organization… …doesn’t provide a Service Catalog. …provides a Service Catalog on Paper. …provides a Service Catalog Portal for our internal users. …provides a Service Catalog Portal for our external customers. …provides a Service Catalog Portal for both users and customers.

If you are a consultant please don’t answer!

You have 45 seconds to answer!

Thank You!

Quick SurveyPlease tell us about your Service Catalog!

5The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

Page 6: The Service Catalog Portal – Your window to your customer

• IT Service Catalog

IT Systems

IT Services

Service types and catalog typesA number of service catalog types can exist in an org.

6The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

ITOrganization

(internal)

Organization

(external)

• Business Service Catalog

• Business actionable Catalog

Business Services

• Customer Service Catalog

• Customer actionable Catalog

Customer Services

Professional Services Catalog

Product Catalog

Supplier Catalog

Broker Service Catalog

Supplier Catalog

Page 7: The Service Catalog Portal – Your window to your customer

The IT service catalog contains a listing of the IT systems and IT services, along with information regarding key attributes for the IT systems and IT services contained in their respective service records.

IT system: is a grouping of CIs that make up an end-to-end IT solution, for

example an authentication system or a storage system. provides a capability to satisfy a need or objective, for example

the ability for all staff to store data, for example file storage is built from CIs that (should) exist in the CMDB via relationships

between those CIs is seen from the IT perspective as a collection of IT CIs

IT service catalogIT systems and IT services constitute the IT service catalog

7The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

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IT service: is based on one or more IT systems provides the means to deliver a business or a customer service is seen from the IT perspective as a collection of IT systems charging can be applied to users of the IT service maps to IT systems and not to CIs directly

Key points to note are that the IT service catalog: contains details of the technical services contains the relationships between IT systems and IT services contains relationships between, or links to, CIs and IT systems generally written and presented in a technical language or view

IT service catalog (cont’d)IT systems and IT services constitute the IT service catalog

8The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

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Business service: supports business processes, for example HR service provided

by IT services which are made up of IT systems is one or more IT services that enable a business process or function are services used by the business to support the business charging can be applied to the business service is seen from the perspective of the business is something that delivers value to the business

Key points to note are that the business service catalog: contains details of the business services should contain the relationships between IT and business services should be written and presented in a language or view that is

understood by the business

 

Business Service Catalog represents the services used by personnel within the org

9The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

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Customer service: is provided to a customer that allows the customer to interact

with the organization is seen from the perspective of the customer is something that you can sell to a customer is something that a customer can buy, is wiling to pay for and use is something that delivers value to customers

Key points to note are that the customer service catalog: contains details of the customer services contains services that are used by customers to interact with the

organization should contain the relationships to business services should be written and presented in the customer language

Customer Service Catalogrepresents the services used by the org's customers

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The actionable service catalog is an element of the service catalog that is published to users and customers and allows them to order goods and services. This service catalog type is considered dynamic.

An organization may have an internal actionable service catalog, via an intranet, and an external public actionable service catalog and product catalog, via the internet.

A widely used synonym for the technology behind the actionable service catalog is the term Service Catalog Portal.

The functionality of the technology is key for success and acceptance of your actionable service catalog service itself.

The Actionable Service Catalogenables users or customers to interact with IT

11The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

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To decide about the Actionable Service Catalog and the Service Catalog Portal technology the organization should: recognize the importance of understanding what it is they need

from the actionable service catalog (the requirements) know who is involved (people)

have clear understanding of what will happen (the process)

identify the correct technology (products & partners)

This approach should ensure that a useable and relevant actionable service catalog is provided in a format that is clear, understandable and easy to use.

Decide about the Service Catalog Portaltake care of requirements, people, process and technology

12The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

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Typical traits of an actionable service catalog include: it should be presented in language that the user understands it needs to be easy to navigate it presents a list of the services that the users understand which are

available for them to order it should have the functionality of a shopping cart different users can have different levels of access depending on their

entitlement to a particular service it may also allow the user to see the status of their interaction and

any history associated with it, for example is it pending, approved or declined

it provides management with a view of the services being used, who ordered the services and the number people using particular services

Public face of the service catalogStrong capabilities are needed for users and management

13The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

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Basic elements of any actionable service catalog that require careful consideration : Entitlement

is the process whereby users and customers are authorized to have the appropriate level of access and rights in order to carry out a business process or customer service.

SecurityInformation that is stored about customers must be handled and maintained in a secure manner.

LanguageThe language of your target audience should be supported.

PopularityThe actionable service catalog should be designed in an easy to use and intuitive way to encourage users to come back.

Actionable Service Catalog Designonly full portal functionality will support your requirements

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Search & Find should work as easy as on Google.

Choose & Go should work as easy as on Apple.

Buy & Deliver should work as easy as on Amazon.

Even the very technical oriented EC2 Service Catalog is aligned on the rest of the consumer friendly Amazon interface.

Your Service Catalog Portal should not look and feel like your ITSM solution!

Your role modelsEvery user has his private best practice experience

15The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

TYPICAL APPLE PRODUCT …

TOUCH

A GOOGLE PRODUCT …

FIND

YOUR ITSM SOLUTION…

First Name:

Last Name:

Organization:

Location:

Phone 1:

Phone 2:

CI #:

Order#:

Ref #:

Approver 1:

Approver 2:

Approver 3:

Approver 4:

Supervisor::

OKAY APPLY SAVE UNDO EDIT CANCEL RATE FORWD

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Service Management PortalUser interface to all ITSM processes with user self service

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Service Management Portaldesigned in corporate identity look and feel

17The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

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Service Management Portalfancy user interface

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Service Management Portalresponsive user interface for smart devices

• Your Service Catalog Solution has to be responsive.

• The interface should be aligned to the used device automatically.

• Smart features like wiping should be supported.

• As easy as possible …

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A number of service catalog types can exist in an org. IT systems and IT services constitute the IT service catalog The Business Service Catalog represents the services used by personnel

within the organization The Customer Service Catalog represents the services used by the organizations’

customers The Actionable Service Catalog enables users or customers to interact with IT While implementing a Service Catalog Portal take care of requirements, people,

process and technology Only full portal functionality will support your requirements for the design of

a state of the art actionable service catalog. Your role models should be Amazon and Google And you should develop a responsive user interface for smart devices, because they are

established fact

Your customers see you through your Service Portal. And they will rate you, like you are rating your preferred Vendor!

Wrap-upboth service content and service presentation are essential

20The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl

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Visit our German speaking blog http://itsm-blog.at

or our homepage http://www.itsmf.at

itSMF Österreich

Kaiserstraße 14/2

1070 Wien

+43-1-5223636-13

[email protected]

or write an email to me

[email protected]

Questions?Feel free to come back to us!

21The Service Catalog Portal - Your window to your customer ©2014 itSMF Austria by Martin Pscheidl