Service Catalogue and Classifications
Keys to Successful Service Delivery and Support
Mark Sherry
President
Marval North America
SOMOS Consulting Group
Management
Consulting
Supply Chain
Management
1st ACO/ATO in
Canada
IT Consulting (TSlevel)
CRM Dynamics
Energy
Management
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Management
Consulting
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Engineering
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Management
PPPM
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Consulting
M_o_R, Managing
Benefits
P3O, M_o_R,
Managing Benefits
pg 2
Copyright Notice
• The contents of this presentation are Copyright
© 2015 by Marval North America
• All other use, storage, retrieval, distribution, or
reproduction must be authorized by Marval North
America in advance, in writing.
• ITIL® and the Swirl logo™ are registered trademarks
of AXELOS Limited.
pg 3
pg 4
What is a Service?
pg 5
ITIL Definition of a Service
• It does not give one, but leaves it up to you to
decide…which make sense.
• ITIL does break down the services into two
types of services:
1. Customer Facing
2. Supporting
pg 6
Real World Service Divisions
• Business Services
o Human Resources
o Marketing
• IT Services
o Network
o Desktop
• Customer (Self Service) Services
o Employee Onboarding
o New Hardware Request
pg 7
Services and Subservices
• Think of Services as a big filing cabinet. You
have one filing cabinet per service.
• Think of the term Subservices as the drawers
and files in the filing cabinet that further
breakdown the service.
Service
Subservice
Human Resources
Health & Wellness
pg 8
Subservices
• Further refinement/categorization of a
Service, for example
o Top Level Service – IT Risk & Security
o Subservices
‒
‒
‒
‒
‒
Identity & Access Management
Logging & Monitoring
Anti-Virus
Acceptable Use Policy
Compliance
pg 9
Accounting
Insurance
Public
Finance
Banking
Finance
Personal
Finance
Investment
Mgmt
Corporate
Finance
Sample of Services/Subservices Breakdown
Service
Subservice 1
Subservice 2
Enterprise Services
Financial Services
Payroll
Enterprise Services
Financial Services
Accounting
Enterprise Services
Financial Services
General Ledger
Enterprise Services
Financial Services
Accounts Payable
Enterprise Services
Financial Services
Accounts Receivable
Enterprise Services
Financial Services
Employee Expenses
pg 10
Sample of Services/Subservices Breakdown
pg 11
Reverse Lookup
• Technicians do not know the service names
making it difficult to manage the tree of
services and classifications.
• Design your system so they can add the
category which will automatically reverse look
up the Service.
pg 12
What to Add to Your Service Catalogue?
•
•
•
•
•
•
Name of the Service
Description of the Service
Who has access to the Services – Customers
What ITIL process does the service apply to
Who supports the service
Is the service available to end users through
self service
pg 13
What to Add to Your Service Catalogue?
• Are there different levels of service
i.e. Gold, Silver, Bronze packages
• Dates – go live, retirement, review dates
• Is the service required for business continuity
• Business impact
• Notification lists
• Underpinning CI’s
• Subservices
pg 14
Services and Configuration
pg 15
Service Catalogue Contents
pg 16
Classifications
• These are the other pieces of information you
wish to capture about a request type after the
“Service” has been captured. They may vary
from request type to request type, i.e. INC to
CHG.
o Front End Classifications – what you require
as part of the request as it is logged.
o Back End Classifications – what you require as
part of the request as it is solved.
pg 17
Classifications
•
•
•
•
•
•
•
•
•
Category/Subcategory
Symptom
Root Cause
Resolution
Suggest Service Improvement
Activity
Change Type
Release Type
Etc.
pg 18
Category - Subcategory
• Desktop Applications
o
o
o
o
o
o
Word
Excel
PowerPoint
Outlook
Skype
Adobe
• Server
o
o
o
Software
Operating Systems
pg 19
Blade, Appliance
Virtual, Stand Alone
SQL, Oracle
Developer Tools
Symptom
•
•
•
•
•
•
•
•
Application Issue
Back Up Issue
Cannot Access
Card Issue
Change Unsuccessful
Connectivity Issue
Corrupt Data
Documentation
pg 20
•
•
•
•
•
•
•
•
•
Error Codes Returned
Hardware failure
Licensing Issue
Missing Data
Out of Space
Performance
User Error
Virus Found
Other
Root Cause
•
•
•
•
•
•
•
•
Change Request
Configuration Error
Data Error
Hardware Failure
Network Fault
No Fault Found
Power Failure
Security Access Issue
pg 21
•
•
•
•
•
•
•
•
Server Down
Service Taken Offline
Software Defect
Software Build Error
Telecommunications Issue
User Training Required
User Error
Virus
Resolution
• Change Failed and
Backed Out
• Configuration Change
• Data Restored
• Image Restored
• License Issued
• Service Restart
pg 22
• Software Issued
• Software
Patched/Upgraded
• Space Allocated
• Space Cleared
• Virus Removed
• Workaround Applied
Suggested Service Improvement
• Availability Review
Required
• Capacity Review
Required
• Change Review Required
• Documentation Review
Required
• Hardware Review
Required
pg 23
• Incident Review
Required
• Knowledge Item Review
Required
• Performance Review
Required
• Problem Review
Required
• Procedure Review
Required
Activity
•
•
•
•
•
•
•
•
Add
Activate
Add Access
Advice
Change
Deactivate
Delete
Document
pg 24
•
•
•
•
•
•
•
•
Install/Uninstall
Load
Move
Name Change
Password Reset
Print
Query
Remove Access
Change
•
•
•
•
•
•
Emergency
Major
Minor
Normal
Standard
More Specialized – e.g. Hot Fix
pg 25
Release
•
•
•
•
•
•
Build
Test
UAT
Emergency
Train
Specific – e.g. Hot Fix
pg 26
Why Service & Classifications?
• They should drive everything:
o
o
o
o
o
o
o
o
o
Request Assignment
Prioritization
Service Level Agreement
Workflow
Troubleshooting
Knowledge
Reporting
Notifications
Change Templates Approvals
pg 27
Service and Classifications - Example
Service
Hardware
Hardware
Hardware
Email/Calendar
Email/Calendar
Email/Calendar
Email/Calendar
Email/Calendar
Email/Calendar
Email/Calendar
Email/Calendar
pg 28
Subservice 1
Computer
Computer
Computer
Webmail
Webmail
Webmail
Webmail
Webmail
Webmail
Webmail
Webmail
Subservice 2
Desktop
Desktop
Desktop
Activity
Assign Hardware
Reclaim Hardware
Install
Add Access
Change
Name Change
Remove Access
Document
Delete
Add
Password Reset
Request Fulfillment - Example
• Onboarding New Hire – Parent Request
• Task 1 – Enable Email Access
o
o
o
o
o
o
o
o
o
o
o
Description – give employee email access
Notes - Create Outlook Mailbox, Add to distribution list(s).
Assignee – Service Desk
Service – Communication
Subservice – Email
Category – Exchange
Activity – Activate
Priority, Impact, Urgency – 1, 1, 1
Workflow – Task
Approval – Manager
SLA – Onboarding
pg 29
Self Service - Portal
pg 30
Self Service - Portal
pg 31
Self Service – Drill Down
pg 32
Self Service – Drill Down
pg 33
Automatic Request Creation
pg 34
Self Service Portal Resources
• http://blogs.pinkelephant.com/index.php?/troy/com
ments/it_service_catalog_examples/
pg 35
Self Service Portal Resources
• http://www.heitmanagement.com/servicecatalogs/?goback=%2Egde_1848031_member_2414
99067
pg 36
Questions
pg 37
Thank You!
Marval North America
www.marvalna.com
Mark Sherry
[email protected]
1 (705) 840-6000 x 225
pg 38