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IT Services Essentials Doubleheader:
Service Catalog or Request Catalog?...Business and IT Services Catalogs?
How Service, Request, Business and IT Service Catalogs Fit Together
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Speaker Bios
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• “Service or Request Catalog? Business or IT
Service Catalog?” • Evergreen’s Self-Service Catalog & Portal (built
on ServiceNow)• Possible Next Steps / Q&A
• 80-person U.S. IT Consulting Firm
• Worked with hundreds of Mid-Market, Fortune 1000 Companies and Public Sector Organizations
• Full lifecycle firm with deep ITSM / ITIL transformation experience
• One of Top 5 ServiceNow U.S. partners
• Primary Focus – “Customer-Centric IT Service Management”
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About Evergreen Systems
Sample ClientsQuick Facts
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Traditional ITSM – Where’s the Customer?
Incident
Change
Problem
Knowledge
Self Service Catalog & Portal
Start!!
2 Years Later…
Here I am!
How Can This Even Happen?
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Start With the Customer – Change What You Do
Self Service Catalog & Portal
Change
Problem
Knowledge
Incident
The Customer is a “Litmus Test” of Real Value
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Service – Request
Service. A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
IT Service. An IT Service is made up from a combination of people, processes and technology and should be defined in a Service Level Agreement.
Service Request. A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. Service Requests do not require an RFC to be submitted.
ITIL def…
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The Service Catalog is not a Request Portal
A singular, tactical tool supporting immediate business (IT) needs.
Broad, strategic portal offering customer innovative, self-service empowerment
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Strategic Versus Tactical
It is critical for IT to align with business and empower the employee
Requests are tactical and transactional
The Service Portfolio is the “factory” for developing services to meet IT’s mission
Services in the catalog are proactive and strategically relevant
Requests are reactive
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Integrated Versus Stand-Alone
Contains variety and depth of details about the offering
Combines portfolio components owned by multiple departments and individuals
Details include descriptions, options, and costs (chargebacks or showbacks)
Each request is usually fulfilled by a single IT department / individual
Provides basic selections aligning IT tasks with routine requests
Details do not consider costs (chargebacks or showbacks)
Evergreen Advice
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• Services are durable, Requests are transactional
• All Requests are tied to Services
• Services are under Change control
SERVICE or
REQUEST?
Service Attributes
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Functionality to Support Customer’s Decision
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Request Example
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Power of 2 – Service + Request
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Compliance & Customer Agility
Service
SILO
Svc
SILOSILO
SvcSvc
Request
ENTERPRISE FOCUS• Under Change Control• Reviewed by the CAB• Infrequent Changes /
potential significant impact
CUSTOMER FOCUS• Service Manager decides
on “changes”• New request offers,
different request options, “happy meal bundling”
• Can move quickly to support the customer’s needs
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Separate Business & IT Service Catalogs?
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Let’s Start With Services
IT Service. A service provided to one or more Customers by an IT Service Provider.
Business Service. An IT Service that directly supports a Business Process, as opposed to an Infrastructure Service. Also means a Service that is delivered to Business Customers by Business Units.
Infrastructure Service. An IT Service that is not directly used (or visible) by the Business, but is required by the IT Service Provider so they can provide other IT Services.
Core Service. An IT Service that delivers basic Outcomes desired by one or more Customers. See Supporting Service, Core Service Package.
Supporting Service. A Service that enables or enhances a Core Service. For example a Directory Service or a Backup Service. See Service Package.
ITIL def…
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Who Is the Customer?
• Everyone has customers
• And those customers have customers
• In IT we can have a variety of types of customers
Consumer
Network Technician Programmer
Line of BusinessManagers
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What Is the Service?
• Everyone has Services• Whatever we deliver as an
outcome to a requester is a service
• Our services can be part of another service
CRM server
CRM system training
Sales call!
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Services Combine Endlessly
Any given Service may be used hundreds of times
SERVICE
SILO
SILOSILO
SILOSvc
Svc
Svc
Svc
Svc
Svc
Svc
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Federated Service Catalog
Services for many different customers… OLAs to SLAs
to OLAs to SLAs…
SERVICES COMMITMENTS
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Separate Business & IT Service Catalogs?What was the thinking behind this?
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Single, Broad Service Taxonomy
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Labels Are for Customers, the Framework Is for Providers
Labels are for the Customers
Framework is for the Providers
Evergreen Advice – Business & IT Service Catalogs
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• Simplify the language - Customers & Services
• Have one federated Service Catalog• Use a Service Taxonomy to help
understand & manage your services• Label the Taxonomy in language your
customer understands
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Evergreen’s Self-Service Catalog & Portal
Demo
POWERED BY SERVICENOW
One-Day, Private Service
Catalog Workshop $3,950
Demo our “Metro Style” Self Service Catalog & Portal yourself!
Possible Next Steps?
http://www.evergreensys.com27
See how our graphical Service Taxonomy Designer works
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• Questions?• Thank you for your time.
Wrap-Up
