BrightTalk December Don t complicate SLM. Service Catalog is simple or should be

Transcription

1 BrightTalk December 2012 Don t complicate SLM Service Catalog is simple or should be

2 Service Desk, SLM and ITSM Goodness 2

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5 Why Service Catalog How Service Catalog SLM Goodness Agenda

6 Why Service Catalog?

7 We don t need a Service Catalog

8 We don t need A service catalog, but we need to Be able to articulate and present our services. Be accessible and easy to do business with Have relevant information to hand to deliver efficient support Have a basis to identify if we are meeting business expectations

9 We don t Need SLAs

10 We don t need SLAs, but We need to have a way of measuring whether we are delivering the right levels of service All parties need some expectations around support and service delivery

11 We don t need ITIL, but we need to be: Consistent Reliable Efficient Profitable / Productive Delivering in line with expectations

12 Why Service Catalog? To help define what IT does clearly across large distributed organisations To help IT organisations become easier to do business with... To help define 'good, 'success, value, 'acceptable/not acceptable A commercial organisation would review run rate /profitability/value of product lines To understand the value derived from different IT services e.g. operational services as loss leaders - helps to avoid poor outsourcing choices

13 Moving on?

14 Moving on? Listen and talk to our customers and businesses Use the information to build a service model that: Focusses IT on meeting organisational / business goals Gives clear targets to work towards Provides a basis to present our services Provides a basis for reporting and value demonstration Ask ourselves What business are we in? Who are our customers? What do they need from us?

15 How Service Catalog?

16 Key points Service Catalog (SC) is not one single document or tool SC has a number of stakeholders and outputs, so can be manifest in many forms The value is achieved from engaging with IT customers and IT departments to work towards demonstrably common goals Customers should be engaged to discuss service improvement, not SLAs or Service Catalogs This (SLM) is a process and approach rather than a single document or tool - which is what tends to be focussed on. 'Service Catalog'.

17 Anyway, what is it? Its lots of things and definitely not just ONE thing or ONE type of document or system. There are a number of quite different types of content that can be called a 'service catalog', or part of one. This is because organisations and individuals have different needs, different focus and also different starting and entry points.

18 Is a Service catalog relevant? In future, maybe not, if we can answer the 'whys', but for now the are many organisations and individuals getting value, using aspects of Service Catalog tools and approaches

19 What sort of value? Better service delivery through focus on business goals Improved understanding of business goals and needs for IT Greater visibility for IT people on what needs to be delivered and measured Improved synergy between business and technology departments and people Opportunity to account for IT in business context

20 So its really a tool for IT? Yes, IT is the main initial benefactor, although the outcomes improve overall business performance

21 What's a good SC look like? This will vary, but in essence there are several main types of content, with 2 initial key documents: Service structure Service database These first 2 documents provide the basis for a variety of documents, depending on requirements and maturity.

22 What documents? Service structure A single page hierarchical view of all the services provided in a customer friendly format. Will feature as a graphic representation of services in all other SC documents. Can be defined in an initial workshop. Will form the basis for reporting and will group services into 'core it services / business services etc.

23 Service Structure

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25 Service Structure Business Services End User Services HR + Payroll Estates Desktop/Laptop Commercial Distribution Mobile Remote Access Finance Procurement Conferencing Web Services E-trading Transportation File and Print Telecoms Professional Services Service Desk Scanning Project Mgmnt Consultancy Bus. Reporting Testing

26 What documents? Service database Contains detailed information on all aspects of all services. A a control document and repository for data and relevant background details. Does not get presented directly but serves as the source of truth for services. Would be the core database on a SC system. Its usually a spreadsheet Often projects produce this sort of document but then issue it and it can be off-putting and meaningless to all parties..!

27 What other documents? Service structure Service database CIO brochure User portal User information SLAs and OLAs Business reporting + dashboards Business agreement IT technical views supply chain information

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29 XX Corp Information Technology (IT) Department has produced this Service Catalogue in order to explain the range of services they can provide to you. The document is arranged into 3 sections to make it easier for you to browse the types of service most relevant to you. End User Services These are the basic generic IT tools you use every day to support you in your role and to access other IT services. E.g. , laptops and mobile phones Business Services These are key XX Corp business services used across the business by various departments to achieve objectives specific to them. E.g., Manufacturing, finance and HR & Payroll Professional Services Through these services IT supports business change, maintains business continuity and provides relevant management information (MI).

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31 Service Desk What is this service? This service provides you with a single point of contact for IT issues, queries and requests. What do the Service Desk do for you? Be available when you need to speak to IT On Site 06:00-18:00 On Call 24/7 Get you working again as quickly as possible in accordance with your needs and priorities How is my call prioritised? We need to work with you to identify and agree the appropriate priority level. A number of factors are considered and discussed with you. For example, number of people affected, impact on the business and timescales. Please help us by providing as much information as possible. What does my call priority mean? Once prioritised, these resolution targets are used by the Service Desk and the rest of IT. P1 P2 P3 P4 New Starter New Hardware We will agree an appropriate frequency of communication with you. Who should I contact if I am unhappy with my level of service? If you have an issue with the Service Desk the IT Service Desk Manager is your next point of contact. Contact us on servicedesk@xxcorp.com

32 Mobile What does the service give me? This service gives you access to business systems regardless of your location using a handheld device. New / Replacement: What can I request as part of this service? Mobile Phone Blackberry Company ipad 3G Dongle Wireless Network All of the above are requested through X Portal and supported by the IT Service Desk What access is available through these services? Mobile Phone Blackberry Company ipad 3G Dongle Wireless Network SMS Calls Full XX Corp Network Access (with Key)

33 Finance What is this service? This service provides the technology to manage all financial transactions. For example invoice a customer, pay a supplier, collect cash, management account functions. Finance module Microsoft Office Applications General Ledger Appliation X Cognos Finance, What key systems are involved? Support Information For any issues you are having please contact the IT Service Desk. We also provide a heightened level of IT support across the 3-5 days of Month End to match the priority of this period for the business.

34 Project Management What does this service give me? This service provides the successful delivery of new or amended business systems and services. What is the difference and how is that decided and communicated Is my request a project or an E1 enhancement? How do I request a project for a new or amended service? Most live services are then supported by the IT Service Desk Who supports my project once it is live?

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36 Service Catalogue Elements Elements: User Request Catalogue For the IT end-user Self-service request fulfillment Similar to online shopping experience Business Service Catalogue View For the business customer In business terms Specific non-it information Business SLAs Technical Service Catalogue View For the IT provider Technical and supply-chain details Component level service data OLA and Underpinning Contracts

37 SLM Goodness

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39 Making SLAs work Start with Services! Move from systems to service focus Simple language not technical or legal jargon Realistic and sustainable Must be measurable SLD?

40 SLM Goodness Don't write an SLA like you are a frustrated lawyer, a novelist, or a tech junkie... SLAs need to show up gaps in capability and performance. Otherwise how can you improve? Don't fudge SLA targets into % of % of %. Keep goals real, not just easy targets. SLAs should be about positive value delivered by IT services, not just how IT responds to failure.

41 Too much information

42 System, not service, reporting

43 SLM Goodness Good news! Your service reporting is a bundle of stuff you already report on, like availability, customer satisfaction, and support performance IT SLM documentation should be written in human English, otherwise it's self-serving, patronising tech BS... Don't be side-tracked from setting aspirational SLA targets because of 1 or 2 occasions where it will fail - that's the point!

44 SLM Goodness SLM projects are not for the faint or tech-hearted... Don't expect too much if you ask a junior person to set up SLAs Turns out you can't actually set up SLAs without defining Services first. No really... "We tried doing SLAs before - no one was interested" (Surprised?)

45 Simple..? Listen and talk to our customers and businesses Use the information to build a service model that: Focusses IT on meeting organisational / business goals Gives clear targets to work towards Provides a basis to present our services Provides a basis for reporting and value demonstration Ask ourselves What business are we in? Who are our customers? What do they need from us?

46 Practicalities What can we achieve in days? Run a workshop Hold meetings with Customers Engage with IT Define the Service structure Build the Service Database Produce a service brochure Define the service (process) supply chain Clearly define service owners Get customer feedback Build business metrics model Reduce cost of service request handling Use simple Customer feedback and NPV

47 Thank you for listening For more #ITSMgoodness