1. No category

Defining Services
for Your IT Service
Catalog
www.ismonline.com
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Presentation Objectives
Understand IT Service and
Service Catalog Concepts
Review Service Definition
Keys to Success
Provide Usable Concepts,
Tools and Techniques, and
Best Practices
Answer Questions
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Corporate Background / Customers
Enterprise/IT Transformation
IT/Business Alignment and
Governance
Process Engineering and
Automation
Organization Change Management
Service/Asset Management
Service Management
Asset Management
Relationship Management
Solution Management
Portfolio Management
Project Management
Program Management Office
Solution Lifecycle Services
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Questions – Where are we starting?
How many have a defined and published IT Service Strategy?
 Service Objectives – KPI’s
 Processes across IT including outside service providers and into the business
 Roles and Responsibilities for IT, Third-Party Vendors, and Customers
 IT Services defined and available from a Service Catalog
Was the Strategy defined before the Service Catalog, after the
Catalog, or were they defined together?
Has anyone defined and implemented their cost and chargeback
model for IT Services?
Does anyone forecast demand for IT Services in support of budget?
How many are using ITIL as a guide to define their IT Services and
the Service Catalog?
Have you found that ITIL is easy to understand and follow or is that
why you are here?
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Where are You in Organizational Maturity?
ITIL Service Management Process Maturity Framework
ISM Stage of Maturity Framework
Gartner IT Management Process Maturity Model
Managed
Maturity
Value
Defined
Repeatable
Recognition
Reactive
Initial
Reaction




Chaotic






Ad Hoc
Undocumented
Unpredictable
Multiple Help Desks
Minimal IT Operations
User Call Notification
Best Effort
Fight Fires
Inventory
Initiate Problem
Mgmt Process
 Alert and Event
Mgmt
 Monitor Availability
(Uptime/Downtime)
Service
Planning &
 Define Services,
Implementation
Pricing, Catalog
Proactive





Analyze Trends
Set Thresholds
Predict Problems
Automate
Mature Problem,
Configuration/
Asset, Change and
Performance Mgmt
Processes




Optimizing
Utility
Understand Costs
Set Quality Goals
Develop SLA’s
Monitor and Report on
Services
 Capacity Planning
 IT and Business Metric
Linkage
 IT/Business
Collaboration improves
Business Process
 Real-Time
Infrastructure
 Business Planning
Value
Management
Business Management
Service Delivery Process
Engineering
Service and Account Management
Operational Process Engineering
Tool Leverage
Gartner
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Service Management Definitions (ITIL)
Service Management – A set of specialized organizational
capabilities for providing value to customers in the form of
services.
Service Strategy – Establishes an overall strategy for IT Services
and for IT Service Management.
Service – A means of delivering value to customers by facilitating
outcomes customers want to achieve without the ownership of
specific costs and risks.
Service Portfolio – Complete set of services
Service
managed throughout their lifecycle by the
Portfolio
service provider.
Customer
Service Catalog – A sub-set of the Service
View
Service
Catalog
Portfolio. It contains information about the
Services that are available to the customers
and how to order and request them.
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Service Design & Management Process
Strategic / Tactical Activities
Operational Activities
Portfolio
Mgmt
Review
Enterprise / IT
Strategy
Governance
Mgmt
Change
Mgmt
Develop IT
Service
Strategy /
Portfolio
Organization
Change
Mgmt
Define IT
Services
Service
Level
Mgmt
Asset /
Config
Mgmt
Develop Cost /
Price Model
Develop
Service
Catalog
Forecast
Service
Demand
Manage Service throughout Lifecycle –
Maintain Service Catalog
Measure /
Analyze Service
Demand /
Business Value
IT as a
Business
Business
Value
Mgmt
Source: ISM Information Technology Governance Model, Version 3
ISM has combined Service Portfolio Mgmt, Service Catalog Mgmt, and Demand
Mgmt from Version 3 to form Service Design and Management Process
Assign “Ownership” for Service Design Process, IT Service Strategy, IT Service
Portfolio, and Service Catalog
Review Enterprise Structure (Org Chart) and Strategy to identify Customer Sets and
define Business Value objectives
Define overall IT Service Strategy with requirements before defining IT Services
Define Enterprise Services and Standard Services into a Service Catalog with
Business (Customer) View and Technical (IT) View
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Service Design & Management Process
The process of defining IT Services consists of collecting and
consolidating disparate information from across the Business and
the IT organization into defined, manageable, and measurable
entities.










Business Units/Departments/Locations
Enterprise and IT Business Processes
Enterprise and PC Applications
Infrastructure Hardware and Software
Components
IT Standards and Policies
Privacy and Security Requirements
IT Organization Roles and
Responsibilities
IT Staff and Skills
Third-Party Vendors
Service Management Category/SubCategory Model
Copyright 2008, Integrated Solutions Management

Backup-Restore Strategies

Incident Resolution and Escalation Rules

Service Request Approval Rules

Change Management Rules

Root Cause Analysis Teams

Configuration Items (CI’s)

Defined Workflows

Software Release Strategies

Disaster Recovery Plans and Downtime
Procedures

Service Level Goals and Agreements
Integrated Solutions Management
Service Design & Management Process
Strategic / Tactical Activities
Operational Activities
Portfolio
Mgmt
Change
Mgmt
Review
Enterprise / IT
Strategy
Governance
Mgmt
Develop IT
Service
Strategy /
Portfolio
Organization
Change
Mgmt
Define IT
Services
Service
Level
Mgmt
Asset /
Config
Mgmt
Develop Cost /
Price Model
Develop
Service
Catalog
Forecast
Service
Demand
Manage Service throughout Lifecycle –
Maintain Service Catalog
Measure /
Analyze Service
Demand /
Business Value
IT as a
Business
Business
Value
Mgmt
Source: ISM Information Technology Governance Model, Version 3
Assign “Service Manager” responsible for accuracy of the Service Catalog
IT Services must evolve as strategies and customer requirements change
The Service Catalog is maintained using Change Management Process
Reconcile IT Services with Service Management Category/Sub-Category
Model and CMDB to improve decision-making and reporting
Measure delivery of IT Services to Business Value objectives in Service
Strategy
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Defining IT Services – Enterprise Services
Ma n A s s e t
mer
a
on
Custo ments Cos gement/
ati nt
Regu
e
t of O
T
ir
u
q
wne otal nform eme
Re
Com latory
rship I
ag egy
plian
and
n
p
u
t
a
k
ce
a
M
r
y
t
g
InformationBac store
S
IT Staff/
d
nolo
Re
an s Tech ards
Security
s
l
Skills
ons
d
e
a
v
icati
Stan
n
s
Requirements
u
s
Go jecti S
e
Criti
m
ervic
cal S
Com
Busin uity
Di
Ob
Ente
e/Su
u
n
s
ti
n
Solution
rp
Bu as
Facto ccess
Mod pport Co lan
Stra rise
sin ter
rs
el
Roles and
P
tegic
Development/
es Re
s
c
Plan
e
Responsibilities
o
Deployment
KPI’
nd Res ver
ris
s
um y /
rp ss
nts a
e
y
Processes
e
s
r
t
m
e
m
e
pti
ste
En sin s
Inf
asure trics
l
liv Bu
on
IT Sy tegy
r
sineMe
ca
De
Me
Bu nit
Co astr
cti
U
Stra
ice es Applica ss
mp uc
Ta
tions
erv cess
ic/
on ture
S
g
e
en
L Pr o
rat Plan
ts
ITI
St
IT
nd
or
s
Inputs:
Ve
Integrated Services provided to the
entire Enterprise or to Business Units
or Departments
Comprised of end-to-end availability
of Business Applications,
Hardware/Network infrastructure
components, Service/Support Model,
Backup/Recovery, Security, Delivery
Performance to the Desktop
Defined Services to support
IT/Business Alignment and measure
Business Value of IT Organization
Service
Design and
Management
Process
Enterprise and IT Strategies
Organization Charts (Business Units)
Business Impact Analysis Reports
Copyright 2008, Integrated Solutions Management
·
·
·
·
·
·
Benefits:
Starting Points:
IT
IT
IT Service
Service
IT
Definition
Service
Definition
IT
Service
·
Definition
Service
·
·
Definition
·
·
·
Definition
·
·
·
·
Service
Catalog
·
·
·
·
·
·
·
·
·
·
·
·
·
·
IT/Business
Alignment
Customer
Relationship
Management
Service Level
Agreements
Enterprise,
Application,
Technology
Architectures
Management
Dashboards
and Reports
IT Business
Value
Management
Planning &
Budgeting
Integrated Solutions Management
Enterprise Service Definition Template
Service Information
Other Information
Service Name
Documentation and Training
Service Description
Information Management
Enabled Business Processes
Standards and Policies
Critical Success Factors – Business & IT
Backup / Restore Requirements
KPI’s in IT Management System
Location of Service Delivery
Scheduled Maintenance Requirements
Support Structure
Relationships to other Services
Service Availability Requirements
Service Owners (Business and IT)
Service Coverage Required
Service Level Goals / Agreements
Service Coverage – Off-Hours Strategy
Customer Information
Service Maturity Level – People, Process,
Technology
Customers (Business Units)
Support Skills Required
Customer Roles and Responsibilities
Responsible Support Staff
Super Users
Vendor Contract T&C’s and IT Vendor Mgmt
Compliance Information
Security Requirements
Service Components in Lifecycle
Support Processes
Privacy Requirements
ITIL Version 2 Processes
Data Retention Requirements
ITIL Version 3 Processes
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Defining IT Services – Standard Services
Personal Service Requests
Usually involve System Access or Install, Move, Add, Change or
Remove (IMAC) activities for Hardware and Software components
Governed by Architecture Standards and approval policies
Defined workflow, Customer responsibilities, IT responsibilities,
Service Level Targets, costs
Should set target of 80% of Service Requests ordered using Standard
Services - Presented to Customers via IT Service Catalog
Customer View
•
•
•
•
Availability
Responsibilities
Pre-requisites
Service Level
Goals
Copyright 2008, Integrated Solutions Management
IT View
IT
Standard
Service
•
•
•
•
•
Workgroups
Responsibilities
Staffing/Skills
Tasks - Tools
Service Level Goals
Integrated Solutions Management
Standard Services Definition
From Customer Perspective:
 Explicit definition of specific technology supported and available from
IT, including hardware, software and applications
 Individual Services can be packaged - “On-boarding New Employee”
 Description of the Customer’s responsibilities and the procedures by
which requests are made and fulfilled
 Commitment to deliver Standard Services or “packaged Services” to
defined Service Level Goals
From IT Perspective:
 Staffing and skill set requirements to provide necessary support
 Roles, responsibilities and assignment procedures within the IT
organization and third-party vendors to deliver the level of service
quality
 Workflow within IT to deliver the service to Customer within defined
Service Level Goals
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Current Example – Local Hospital
Enterprise Services (34 Total) and Standard Services
 Clinical Services (13)
 Hospital Business Services (6)
 IT Services (15) including:
 Desktop and Customer Services

Several Standard Services (IMAC)
 Office & Collaboration (Email)

Several Standard Services (IMAC and Email)
 Privacy & Security

Several Standard Services (Systems Access)
 Telecommunications

Several Standard Services (IMAC)
 Web Services

Several Standard Services (Internet Access)
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
The Service Catalog
Service Catalog – 20% Customer
Information; 80% IT Information
Customers (via self-service portal)
 Primary interface for requesting new IT
Services
 Monitoring status of service requests
Business Leaders and Relationship
Managers
 Use information to establish goals agreements
 Forecast demand and manage costs
IT Service Delivery Personnel
 Organize and manage effective and efficient
service provisioning
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Service Catalog/Request Fulfillment Tools
Basic Requirements:
 Functionality to design complex service offerings and
workflows
 Publishing business-relevant descriptions, customer
responsibilities, service tiers, pricing
 Developing and maintaining re-usable service content
 Workflow for ordering, approving, and provisioning of IT
Services into production
 Interaction with Change Management system to update
Configuration Management Database
 Tracking and measuring IT Service consumption and costs
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Measuring Value – Closing the Loop
Business Value to the Enterprise
 Provides all business areas with accurate, consistent catalog of available services
from IT organization
 Helps business and IT management align to meet business needs and objectives
 Provides framework for managing risk and compliance
Business Value to the Employees
 Sets service level expectations to improve service delivery experience
 Improves efficiency by allowing customer to order services/check status
 Packaging services reduces disruption and improves customer satisfaction
Business Value to the IT Organization
 Improves balance between customer Demand and IT Supply
 Provides foundation for Service Level Goals and Agreements
 Quantifies business value of the IT Organization to the Enterprise
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Moving Forward with IT Services and Catalog
 Assess current situation – Where is the organization on the Maturity Model?
 Assign ownership to the Service Design Process, IT Service Strategy, IT
Service Definitions, and the Service Catalog
 Use the Organization Chart and hardware/software lists to define IT Service
Strategy and to identify Enterprise Services and Standard Services
 Start an IT Services Communications Program within the business and IT
 Map IT Services to the Service Management Category/Sub-Category Model
and CMDB to provide consistent, effective management reporting
 Use a template to collect/consolidate information into IT Service Definitions
 Verify and revise IT Services with the Business Owner and IT Service Owner
 Develop and implement the Service Catalog technology with customer selfservice interface and provisioning workflow capabilities
 Measure and report the business value of IT Services to stakeholders
 Monitor, measure and continuously improve IT Services and the Service
Catalog
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Key Concepts – Final Thoughts
Optimizing
Utility
Managed
Maturity
Repeatable
Recognition
Reactive
Initial
Reaction
Chaotic






Ad Hoc
Undocumented
Unpredictable
Multiple Help Desks
Minimal IT Operations
User Call Notification
 Best Effort
 Fight Fires
 Inventory
 Initiate Problem
Mgmt Process
 Alert and Event
Mgmt
 Monitor Availability
(Uptime/Downtime)
Value
Defined
Service
Planning &
 Define Services,
Implementation
Pricing, Catalog
Proactive





Analyze Trends
Set Thresholds
Predict Problems
Automate
Mature Problem,
Configuration/
Asset, Change and
Performance Mgmt
Processes
 Understand Costs
 Set Quality Goals
 Develop SLA’s
 Monitor and Report on
Services
 Capacity Planning
 IT and Business Metric
Linkage
 IT/Business
Collaboration improves
Business Process
 Real-Time
Infrastructure
 Business Planning
Value
Management
Strategic / Tactical Activities
Operational Activities
Portfolio
Mgmt
Change
Mgmt
Business Management
Service Delivery Process
Engineering
Service and Account Management
Operational Process Engineering
Review
Enterprise / IT
Strategy
Governance
Mgmt
Develop IT
Service
Strategy /
Portfolio
Organization
Change
Mgmt
Define IT
Services
Service
Level
Mgmt
Asset /
Config
Mgmt
Develop Cost /
Price Model
Develop
Service
Catalog
Forecast
Service
Demand
Manage Service throughout Lifecycle –
Maintain Service Catalog
Measure /
Analyze Service
Demand /
Business Value
IT as a
Business
Business
Value
Mgmt
Tool Leverage
Understand
Your Maturity
Define IT Service
Strategy
Define
IT Services
Develop the
Catalog
Do not only focus on the “tip of the iceberg” – It is what’s under
the water that counts
This is an on-going process, not a self-service tool – It must be
set up and supported by leadership to succeed, not to fail
The majority of day-to-day goodwill to IT is in provisioning
Standard Services – The majority of business value to the
Enterprise is in managing IT Services throughout their lifecycle
Copyright 2008, Integrated Solutions Management
Integrated Solutions Management
Questions
And
Answers
Thank You
www.ismonline.com
Copyright 2008, Integrated Solutions Management