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Mike Kyffin – Manager, Professional & Learning Services
Top Tips for Creating a Winning Service Catalogue
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Join us on the journey…
Today’s Journey
Introduction
Take a look at different
viewpoints of IT Service Delivery
Dependencies from the business and/or customer
that drive IT Service?
Definition. What’s the purpose?
What does a Service Catalogue
contain?
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Join us on the journey…
The Steps for creating
Business Value Service
Catalogues
Step 1 –Initiation
Step 2 – The Highest Level
Step 3 –Defining Services
Step 4 –Service Owner and Levels of
Support
Step 5 –Continual
Service Improvement
Step 6 – Views of the Service
Catalogue
Step 7 –Review and
Change Management
Sample Service
Catalogue
Tips for a successful
Service Catalogue
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Introduction
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Introduction
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Different Viewpoints of IT Service Delivery
Service Management Requirements
IT View
Customer View
Business View
Different Viewpoints of IT Service Delivery
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Different Viewpoints of IT Service Delivery
Service Management Requirements
IT View
Customer View
Business View
Time from Incident to Resolution
Lowest Price
Highest Quality
Different Viewpoints of IT Service Delivery
www.cherwell.com© 2014 Cherwell Software, LLC All Rights Reserved
Different Viewpoints of IT Service Delivery
Service Management Requirements
IT View
Customer View
Business View
Revenue per employee
Order > Payment Cycle
Sales Revenue
Time from incident to resolution
Lowest Price
Highest Quality
Different Viewpoints of IT Service Delivery
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Different Viewpoints of IT Service Delivery
Service Management Requirements
IT View
Customer View
Business View
Revenue per employee
Order > Payment Cycle
Sales Revenue
Time from incident to resolution
Lowest Price
Highest Quality
Reactive - Fighting fires
Time to Resolution (SLA)
Keeping the lights On
Different Viewpoints of IT Service Delivery
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IT Services – What are its dependencies from an IT Viewpoint?
SLA
Urgency
Priority
Impact
IT Services
Applications
Files & Data
Working AwayFrom Office
Business Dependency &
Expectation
Permissions &User Accounts
Proprietary & Confidential
Customer A
Customer B
Customer C
Response/Fix
How does IT and the customer know what Services it provides to the Business?
IT Services – What are its dependencies from an IT Viewpoint?
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Definition. What’s the purpose?
What is a Service
Catalogue?
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What is a Service
Catalogue?
A Service Catalogue lists the IT Services an
organisation provides to its employees or
customers
Definition. What’s the purpose?
www.cherwell.com© 2014 Cherwell Software, LLC All Rights Reserved
What is a Service
Catalogue?
A Service Catalogue lists the IT Services an
organisation provides to its employees or
customers
~ Applications ~
~Email~
~ Files and Data ~
~ Hardware and
Equipment ~
~ Permissions and User
Accounts~
~ Meeting Room
Resources ~
~ Working Away From The
Office ~
Service Menu
But it does more than that...
Definition. What’s the purpose?
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Start simple, and keep it simple—small steps…
Where do you start?
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Service Catalogue – more than a List
Engages IT with the Customer
Builds and Maintains
Relationships
Establishes Boundaries of
Service
Sets Expectations of Delivery
Path to IT Maturity
Introduces Continual
Service Improvement
Provides Business
Value
Helps IT get organised and align its actual
Service Delivery activities with
business needs
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Service Catalogue – more than a List
Provide greater insight to what IT do. Helps bridge the gap between viewpoints and
perceptions
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Service Catalogue – more than a List
Sets expectations of Services available, delivery
timeframes and better customer
experience
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Service Catalogue – more than a List
Helps IT and the customer
look at the bigger picture
rather than just fixing the
technical issue.
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Service Catalogue – more than a List
Creates more opportunities for IT, builds team morale and focuses technology solutions
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Service Catalogue – more than a List
Engages IT with the
Customer
Builds and Maintains
Relationships
Establishes Boundaries of
Service
Sets Expectations of Delivery
Path to IT Maturity
Introduces Continual
Service Improvement
Provides Business
Value
IT’s value to the
organisation is seen through
visible changes
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Service Catalogue – more than a List
Engages IT with the
Customer
Builds and Maintains
Relationships
Establishes Boundaries of
Service
Sets Expectations of Delivery
Path to IT Maturity
Introduces Continual
Service Improvement
Provides Business
Value
IT can begin to operate on
business guiding principles and
start contributing to
the “bottom line”
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Each Service within the Catalogue should include the following:
Description of the Service and additional details
Timeframes or Service Level Agreements (SLAs) for fulfilling the Service
Who is entitled to request/view the Service
Costs (if any)
How to fulfill and deliver the Service
Considerations
Group by type and make searchable
Audience
Customers and the Business
Definition. What does it include?
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Initiation Steps
Create awareness - select relevant individuals throughout IT
Buy-in is crucial- senior staff and Service Delivery teams
Achieve benefits buy-in from key stakeholders; Meet Team Leaders
Group emails and memos
Focus groups
Step 1 - Initiation
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Step 1 - Initiation
Initiation Steps
Key stakeholders must be aware of the Service Level Manager’s intentions and the desired results Schedule follow-up meetings Timetable the project plan Explain the process and requirements for a
level playing field at kick-off
Arrange follow-up meetings and develop project plan with key stakeholders
What if the level of buy in is not as expected? Individual meetings with stakeholders Resolve issues and revisit why the Service
Catalogue is crucial to the process and how this feeds into the overall business strategy
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The Highest Level Steps
Discuss exactly what Services IT is capable of providing What Services IT currently provide What is in scope for the future?
Nothing should be left to chance. This high level summary will be the foundation of the ‘customer’ version of the Service Catalogue
The Service Level Manager should sit down and speak with; Team leaders and managers in first, second
and third line support This may extend to colleagues in technical
support, network and desktop systems and database and analyst teams
Step 2 – The Highest Level
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The Highest Level Steps
Group Services into Categories, e.g.: Email Applications Working away from the office Files and data Permissions and user accounts Hardware and equipment Meeting room resources Technical systems, such as server maintenance,
backups, environmental management
When documenting the Categories; Use names customers understand Don’t refer to by project names or IT terminology.
The Service Catalogue must be understood by everyone
For simplicity and ease of understanding, dedicate one page of the Service Catalogue to each Service Category
Step 2 – The Highest Level
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Step 3 – Defining Services
Defining Service Steps Define types of support for each
Category
Set up a workshop with customers. Monitor and control customer expectations
Get feedback – expectations
Create a draft Catalogue and consult Technical teams
Host workshops – get the message out!
Aim to be a valued Service department aligned and engaged with the business
It’s very important to engage with customers from the start and to capture their requirements. Think about the customers’ experience with IT and keep this top-of-mind.
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What is the Service?
How do they access the Service?
How will the request be
logged?
How will the the request be handled?
What automation is
required?
How will we track
progress of the request?
These are some of the elements you need to consider when working out how a service will be delivered within your chosen software tool
Service Delivery – the Process Bubble
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Sub-Category
Category
ServiceWorking
Away From Office
Remote Access
Report a Fault
How do I?
Loan Equipment
Request Loan Equipment
INCIDENT SERVICE REQUEST SERVICE REQUEST
It’s a mapping thing…
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Service Category Sub-Category Type
Files and Data
Hardware &Equipment
Permissions &User Accounts
WorkingAway fromthe office
Applications
Remote Access
Lost or Stolen Equipment
Loan Equipment
Report a fault
How do I?
Request Service
Report Stolen Laptop
Request Projector
Incident
Service Request
Incident
Service Request
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FTP Access
Data Recovery
Shared Folders
Server Support
Backups
Storage Quota Administration
Hardware Maintenance
Software Maintenance
Environmental Management
Security Management
Server Administration
Mailbox Support
Outlook Web Access
Public Folder Administration
Calendar Troubleshooting
Web Conferencing
Email&
Calendaring
Install or Configure Software
Install or Configure Hardware
Desktop Vulnerability Management
Loaner Laptops
Procurement of Hardware & Software
Desktop Services
PC/Laptop Connectivity
Internet Access
Networking Services
Telephone & Voicemail Support
Mobile Phone Support
Mobile Device Support
TelephonyFaxing
NetworkAccess Administration
Password Management
New Hire & Terminations
Application Administration
Security Group Membership
User Account Management
DHCP AdministrationStatic IP AdministrationDNS AdministrationInteroffice AccessLAN AccessFirewall Management
Mailbox Quota AdministrationMailbox AccessExchange Server MaintenanceSMTP Routing
Telephony Server MaintenancePABX RoutingLeast Cost RoutingBlackberry Enterprise Server Management
Services
Exposed on Self Service Portal
Sub Services on Self Service Portal
[CATEGORY]
Services
NOT on Self
Service Portal
Sub Services NOT on Self Service
Portal
[CATEGORY]
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Service Owner and Levels of Support Steps Who is supporting the Service? Who is managing the Service? Identify the first, second and third levels of support, - list the
types of support provided Availability of support – times Develop a technical version of the Service Catalogue – include
OLAs and UCs Ensure costs / charges are included where appropriate
Step 4 – Service Owner and Support
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Review – by support teams throughout the Service Catalogue lifecycle
Retiring a Service - decided by the relevant support services, facilitated by Service Level Manager - may involve negotiation with customers
Withdrawn Service – decision must be justified using supporting evidence
Responsibility is with the Service Level Manager
Continual Service Improvement Steps
Step 5 – Continual Service Improvement
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The Customer View
Information relevant to the business in a familiar style for customers
Key details about the product. Keep it brief! Ensure customer version and benefits of the
Service Catalogue is marketed / communicated across the organization
Step 6 – Two views of the Service Catalogue
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The Customer View Information relevant to the business in a familiar style for customers Key details about the product. Keep it brief! Ensure customer version and benefits of the Service Catalogue is
marketed / communicated across the organization
The Technical ViewInformation relevant to the IT service providers:
The Service owner The end user The first level support The second level support The third level support The first, second and third level support availability Escalation process and path
Step 6 – Two views of the Service Catalogue
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Step 6 – Example View
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Review & Change Management Steps
The last step is to agree with relevant parties a process whereby the Service Catalogue is reviewed and marketed internally
The Service Catalogue should be ‘living’ catalogue where services and support levels can be added and removed as required. Alongside the Service Catalogue should be a detailed plan outlining the Change Management process and who is responsible for each stage
Just as OLAs and Service Level Agreements (SLAs) are constantly reviewed so too should the Service Catalogue as each document has a direct bearing on the other
Step 7 – Review & Change Management
Please note that values for services given are examples only and should NOT be regarded as standard. Each
company’s Service Catalogue requirements are different, as is every
Service Catalogue.
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Service Description: Delivery and management of electronic messaging services to and from the company
Services Included:
Mailbox Support (troubleshooting, email aliases, shared mailboxes etc.)Public Folder Management (structure, security, synchronization)Calendaring (synchronization, availability, shared, security)Distribution List Management (global address list, security)SPAM filtering and Management (security, safety, Mailbox Quota AdministrationSecurity Management
Services Excluded:Local client mailbox managementRestoration of mailbox informationAssistance with Personal Folder Storage (PST)
Service Options:Restoration of individual mailbox data at the request of legal requirements.
Service SLA:
Provide availability of 99.9% not including scheduled change outages. Measure availability based on Exchange Server uptime.Process requests to add, delete, or change the name of an email account within 1 – 3 days.Restore service within 2 hours for a Severity 1 outage, within 24 hours for Severity 2 outage, and within 48 hours for a Severity 3 outage.
Default OLA Team: Infrastructure Team Hardware Support OLA
Service Hours: 24 hours 7 days per week including holidays
Delivery Scope: Corporate wide. In all countries and locations.
Importance: Mission Critical
Last Review Date: 01 January 2011
Service Owner: John Smith, Service Desk Manager
Business Owner: George Flynn, Chief Information Officer
Business Alignment: Primary communication tool for day-to-day business continuity.
Outsourced To: Hardware failure outsourced to Hewlett Packard Support Services
Step 7 – Sample Service Details
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Incident Category Incident Sub-Category
Mailbox Support
Create/Remove/Modify MailboxCreate/Remove/Modify Shared MailboxEmail Client TroubleshootingEmail ForwardingClient Install/RemoveHow-To GuidanceMailbox Policy
Outlook Web AccessServer AddressRemote Access AssistanceHow-To Guidance
Public Folders
Create/Remove/Modify Single MailboxCreate/Remove/Modify Shared MailboxPublic Folders TroubleshootingHow-To Guidance
Calendaring
Create/Remove/Modify Single CalendarCreate/Remove/Modify Shared CalendarCalendar TroubleshootingCalendar SharingCalendar SecurityHow-To Guidance
Distribution Lists
Create/Remove/ModifyCreate/Remove/ModifySecurity/Membership ChangesHow-To Guidance
Mailbox AccessCreate/Remove/Modify Single MailboxCreate/Remove/Modify Shared MailboxMailbox Access Troubleshooting
Step 7 – Sample Service Details
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CLASSIFICATION DEFINITION VALUE DESCRIPTION
IMPACTCRITICALITY TO
BUSINESS
HIGH >10 Users /VIP
MEDIUM 5-10 Users
LOW 1 – 5 Users
URGENCY DEGREE OF FAILURE
HIGHTotal Service Interruption
MEDIUMService Interruption
with temporary workaround
LOWService Interruption
with a known workaround
IMPACT
UR
GEN
CY
PRIORITY/RESPONSE HIGH MEDIUM LOW
HIGHCRITICAL <2 HRS
HIGH<4 HRS
MEDIUM<1 DAY
MEDIUMHIGH
<4 HRSMEDIUM<1 DAY
LOW<2 DAYS
LOWMEDIUM< 1 DAY
LOW<2 DAYS
LOW<4 DAYS
Step 7 – Sample Service Details
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Tips for a successful
Service Catalogue
Start simple and keep it simple –
small steps
Engage with users from the start help
the customer understand what
you do.
Get the business and IT to partner
&agree on Services
Implement & maintain a
service mind-set throughout the IT
Team
Create & manage points of
responsibility –SLAs, Incident Lifecycle etc. Empower your
Service Desk to feed into the
Service Portfolio
Review regularlybased on SLAs,
customer feedback, surveys, changes in
business
Keep the business and its customers
informed
Innovative Technology Built on Timeless Values
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We hope you have enjoyed the journey.
Do you have any questions?
Thank you!