the service catalog portal – your window to your customer
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DESCRIPTION(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.
- 1. Martin Pscheidl, MBA, MSc, CMC firstname.lastname@example.org
2. The IT Service Management Forum (itSMF) is an independent, 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 3. 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 Im using my own devices, I dont like reading handbooks and policies. To gather information Im searching on Google. To buy goods Im 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 4. 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 Acknowledgement We cant live without these companies 4The Service Catalog Portal - Your window to your customer 2014 itSMF Austria by Martin Pscheidl 5. My IT organization doesnt 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 dont answer! You have 45 seconds to answer! Thank You! Quick Survey Please tell us about your Service Catalog! 5The Service Catalog Portal - Your window to your customer 2014 itSMF Austria by Martin Pscheidl 6. IT Service Catalog IT Systems IT Services Service types and catalog types A 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 IT Organization (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 7. 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 catalog IT systems and IT services constitute the IT service catalog 7The Service Catalog Portal - Your window to your customer 2014 itSMF Austria by Martin Pscheidl 8. 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 (contd) 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 9. 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 10. 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 Catalog represents the services used by the org's customers 10The Service Catalog Portal - Your window to your customer 2014 itSMF Austria by Martin Pscheidl 11. 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 Catalog enables users or customers to interact with IT 11The Service Catalog Portal - Your window to your customer 2014 itSMF Austria by Martin Pscheidl 12. 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 Portal take care of requirements, people, process and technology 12The Service Catalog Portal - Your window to your customer 2014 itSMF Austria by Martin Pscheidl 13. 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 catalog Strong capabilities are needed for users and management 13The Service Catalog Portal - Your window to your customer 2014 itSMF Austria by Martin Pscheidl 14. 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. Security Information that is stored about customers must be handled and maintained in a secure manner. Language The language of your target audience should be supported. Popularity The actionable service catalog should be designed in an easy to use and intuitive way to encourage users to come back. Actionable Service Catalog Design only full portal functionality will support your requirements 14The Service Catalog Portal - Your window to your customer 2014 itSMF Austria by Martin Pscheidl 15. 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 orie