Service Catalog Project? Prepare Your Team for Success
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IT Services Essentials:
Service Catalog Project?
Prepare Your Team for Success
2
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:dcasson@evergreensys.com
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.
(
)
Contact:jeff.benedict@evergreensys.comtwitter.com/JeffSBenedict
3
Today’s Agenda
•
About Evergreen
•
Prepare Your Team for Success with a Service
Catalog Project
•
Evergreen’s Self-Service Catalog & Portal (built
on ServiceNow)
•
Possible Next Steps / Q&A
Sample Clients
•
80-person U.S. IT Consulting Firm
•
Worked with hundreds of Mid-Market,
Fortune 1000 Companies and Public
Sector Organizations
•
Over 4,000 ITSM projects since 1997
•
Full lifecycle firm with deep ITSM / ITIL
transformation experience
•
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Primary Focus – “Customer-Centric IT
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About Evergreen Systems
Quick Facts
5
Traditional ITSM – Where’s the Customer?
Incident
Change
Problem
Knowledge
Self Service Catalog &
Portal
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Think Differently - Customer Centric ITSM
Start with the Customer and it will change what you do
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2 Week Strategy & Roadmap Engagement
•
3 Phase Roadmap
•
Services Roles &
Responsibilities
•
Service Taxonomy v1
•
Service Design Process
•
Working “future state”
Service Catalog & Portal
Only $17,500 + travel
Questions To Answer / Perspectives
8
Why?
Who?
How?
When?
Where?
What?
People
Process
Technology
Culture
People
9
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Who is involved?
•
What are the roles / responsibilities?
•
When and How do we engage them?
•
Why are they important?
A Day in the Life of Service Owner
3 Keys to Delivering Great IT Services -
The Power of Service Delivery Roles, KPIs and Configuration Management
5 Keys to Good Service Design in Service Catalogs
Service Catalog – 5 Project Traps & How to Avoid Them
Process (and Policy)
10
•
Who is responsible for defining and managing this?
•
What are the policies & processes we need?
•
How do we get adoption of them?
•
What are our management metrics / measures?
•
Where do we “put” them in the technology?
5 Core Principles of Successful Service Catalogs
3 Keys to Delivering Great IT Services -
The Power of Service Delivery Roles, KPIs and Configuration Management
5 Keys to Good Service Design
CMDB’s Strategic Role in IT Services
Architecting ITSM for Self Service Success
3 Surprising Keys to Great IT Services
Technology
11
•
Who owns defining our technology
platform?
•
What is our technology? What are our
options?
•
How do we integrate appropriate people,
process & policy factors into the platform?
•
When does this occur?
Culture
12
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Who is affected by this? How are they affected?
•
Why does this matter?
•
What will our major cultural objections be?
•
How will we communicate with the organization?
•
What are adoption best practices?
5 Core Principles of Successful Service Catalogs
3 Keys to Delivering Great IT Services -
The Power of Service Delivery Roles, KPIs and Configuration Management
Create an Amazon Like IT Service Management Experience
5 Keys to Great Employee Self Service
Architecting ITSM for IT Self Service
Managing an IT Service – A Day in the Life of an IT Service Owner
Step 1: Why Are We Doing This?
13
DRIVER
GOAL?
MEASURES?
Customer Self
Service &
Strategic
Economic /
Efficiency
Quality of
Service / Agility
/ Speed
Amazon Like
Customer Experience
User Adoption Rates
Social Media Feedback
Business Alignment
High Quality,
Consistent Service
Automation or
Elimination of Work
Increase in Self Service
Measured Reduction in
Work Time
Customer Sat Scoring
Performance to
Improving Metrics
Steps to Take
1) Document Project Goals & Measures
2) Capture Weighting & Constraints
3) Understand and Define – Who is the Customer?
Step 2: Governance & Roles / Responsibilities
•
Is my application available?
•
Are there any pending threats?
•
Are incidents being handled?
•
What new requests are there?
•
Who are my customers?
•
What do they want / need?
•
Are my customers happy?
•
Are they maximizing the benefit of my service?
•
How can I improve my service?
•
What should I be building for them?
•
Is my service high quality, easy to use, complete?
•
What can we eliminate or automate?
•
What are my “competitors” bringing to market?
•
Is my price fair & competitive? How can I improve it or add
more value at the same cost?
•
How is my delivery team doing? What do they need to be
more successful?
•
What are other Service Owners doing that might benefit my
service?
14
Steps to Take
1)
Create a Service Governance
Committee
2)
Draft a 1 page Charter
3)
Draft a 1 page Plan of Action
3 Keys to Delivering Great IT Services -
The Power of Service Delivery Roles, KPIs and
Configuration Management
A Day in the Life of an IT Service Owner -
A Look Into the Future
Service Taxonomy Essentials –
What Are the Services, Who Are the Customers?
5 Keys to Good Service Design
CMDB’s Role in the Design & Delivery of IT Services
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What services can I get & where?
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What is / is not included?
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When will I get it?
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What services do we offer?
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What are the service expectations?
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Who is delivering what & when?
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What services are we using?
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What value/level are we receiving?
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What is our services spend?
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What services do we deliver?
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What are we responsible for?
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Are our customers satisfied?
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Are we achieving our goals?
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Are metrics in line & right direction?
Step 2: Governance & Roles / Responsibilities
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Steps to Take
1)
Identify & document your core roles, perspectives &
responsibilities
Step 3: Common Language
16
Steps to Take
1)
Create a V1 Dictionary of Common Terms
2)
Run a Common Language Workshop with Key
Constituents
17
3 Keys to Delivering Great IT Services -
The Power of Service Delivery Roles, KPIs and Configuration Management
The Big 3 of Customer Centric IT -
Service Catalog, Service Portfolio, Service Taxonomy
Service Taxonomy Essentials –
What Are the Services, Who Are the Customers?
Service Catalog vs. Service Portfolio
Service vs. Request & IT vs. Business Service Catalogs
Build a Service Taxonomy in 4 Steps
How Service, Request, Business & IT Service Catalogs Fit Together
Step 4: Understand the Parts
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Step 4: Understand the Parts
18
The “storefront”
where active services
are presented to the
customer
Step 4: Understand the Parts
19
20
Part 4: Understand the Parts
Step 4: Understand the Parts
21
Step 4: Understand the Parts
22
Customer
Service Owner
Service Provider
Service Provider
Service Provider
Service Provider
Service Provider
Service Provider
Great Customer experience
On time delivery
Available & fast when I need it
Measure Customer satisfaction
Consistently set & meet delivery
expectations
Service availability
Consistently set & meet delivery
expectations
Service availability
SLAs
OLAs
Continuous
Improvement
KPIs
Step 5: Define Your Start
23
•
Create a
clear word picture
of desired
Phase 1 functionality
–
Considering goals, people, process, technology
•
Review technology platform candidates for
suitability of fit
•
Interview select technology & service
providers for:
–
Experience
–
Approach to the challenge
–
Innovation
–
Range of Costs / Options
Step 5: Define Your Start
24
Tactical
Strategic
Improve an Existing Portal /
Create a new, Simple Portal
Make it simple & clean
Small number of “sticky” offerings
Easy to bail out
Good place to self service check
status
Lay Groundwork for Customer
Centric Services
Clear plan + education
Tied to strategic objectives
Core team on the same page
Executive communication / alignment
Education & common language
In Summary
25
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Service Catalog – Building Blocks
27
Evergreen’s Self-Service Catalog & Portal
P
O
W
E
R
E
D
B
Y
S
E
R
V
I
C
E
N
O
W
Demo our Self Service Catalog
& Portal yourself!
Get a copy – contact
Marketing@evergreensys.com
Possible Next Steps?
http://www.evergreensys.com
28
2 Week Service Catalog
Strategy & Roadmap
$17,500
29
•
Questions?
•
Thank you for your time.
Wrap-Up
Prepare your team for success in implementing a service catalog project. Gain insights and strategies from experienced professionals in the ITSM field.
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Presentation Transcript
IT Services Essentials: Service Catalog Project? Prepare Your Team for Success
Speaker Bios DON CASSON, CEO, EVERGREEN SYSTEMS JEFF BENEDICT, ITSM PRACTICE MANAGER, 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. 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: jeff.benedict@evergreensys.com Contact: dcasson@evergreensys.com 2
Todays Agenda About Evergreen Prepare Your Team for Success with a Service Catalog Project Evergreen s Self-Service Catalog & Portal (built on ServiceNow) Possible Next Steps / Q&A 3
About Evergreen Systems Quick Facts Sample Clients 80-person U.S. IT Consulting Firm Worked with hundreds of Mid-Market, Fortune 1000 Companies and Public Sector Organizations Over 4,000 ITSM projects since 1997 Full lifecycle firm with deep ITSM / ITIL transformation experience 1 of 2 Top Tier GOLD ServiceNow U.S. Partners (non Big 5) Primary Focus Customer-Centric IT Service Management 4
Traditional ITSM Wheres the Customer? Incident Start!! Change How Can This Even Happen? Problem Knowledge Here I am! 2 Years Later Self Service Catalog & Portal 5
Think Differently - Customer Centric ITSM Technology is nothing. You ve got to start with the customer experience and work back towards the technology not the other way around. Steve Jobs We ve had three big ideas at Amazon that we ve stuck with for 18 years, and they re the reason we re successful: Put the customer first. Invent. And be patient. Jeff Bezos Nothing signals your lack of commitment to customer experience more than forcing them to wait in queue to get services from a human being that could have been done by themselves on their own time. In an era of cloud computing and ubiquitous mobile devices, there is no excuse for not using software to manage the routine it is faster, cheaper, and way more accurate. Failure to automate is tantamount to not giving a damn. Geoffrey Moore Start with the Customer and it will change what you do 6
2 Week Strategy & Roadmap Engagement 3 Phase Roadmap Services Roles & Responsibilities Service Taxonomy v1 Service Design Process Working future state Service Catalog & Portal Only $17,500 + travel 7
Questions To Answer / Perspectives People Who? What? Process Where? When? Technology How? Culture Why? 8
People Who is involved? What are the roles / responsibilities? When and How do we engage them? Why are they important? A Day in the Life of Service Owner 3 Keys to Delivering Great IT Services - The Power of Service Delivery Roles, KPIs and Configuration Management 5 Keys to Good Service Design in Service Catalogs Service Catalog 5 Project Traps & How to Avoid Them 9
Process (and Policy) Who is responsible for defining and managing this? What are the policies & processes we need? How do we get adoption of them? What are our management metrics / measures? Where do we put them in the technology? 5 Core Principles of Successful Service Catalogs 3 Keys to Delivering Great IT Services - The Power of Service Delivery Roles, KPIs and Configuration Management 5 Keys to Good Service Design CMDB s Strategic Role in IT Services Architecting ITSM for Self Service Success 3 Surprising Keys to Great IT Services 10
Technology Who owns defining our technology platform? What is our technology? What are our options? How do we integrate appropriate people, process & policy factors into the platform? When does this occur? 11
Culture Who is affected by this? How are they affected? Why does this matter? What will our major cultural objections be? How will we communicate with the organization? What are adoption best practices? 5 Core Principles of Successful Service Catalogs 3 Keys to Delivering Great IT Services - The Power of Service Delivery Roles, KPIs and Configuration Management Create an Amazon Like IT Service Management Experience 5 Keys to Great Employee Self Service Architecting ITSM for IT Self Service Managing an IT Service A Day in the Life of an IT Service Owner 12
Step 1: Why Are We Doing This? DRIVER GOAL? MEASURES? Customer Self Service & Strategic User Adoption Rates Social Media Feedback Business Alignment Amazon Like Customer Experience Increase in Self Service Measured Reduction in Work Time Automation or Elimination of Work Economic / Efficiency Customer Sat Scoring Performance to Improving Metrics Quality of Service / Agility / Speed High Quality, Consistent Service Steps to Take 1) Document Project Goals & Measures 2) Capture Weighting & Constraints 3) Understand and Define Who is the Customer? 13
Step 2: Governance & Roles / Responsibilities Technical Services Manager Service Owner Who are my customers? What do they want / need? Are my customers happy? Are they maximizing the benefit of my service? How can I improve my service? What should I be building for them? Is my service high quality, easy to use, complete? What can we eliminate or automate? What are my competitors bringing to market? Is my price fair & competitive? How can I improve it or add more value at the same cost? How is my delivery team doing? What do they need to be more successful? What are other Service Owners doing that might benefit my service? Is my application available? Are there any pending threats? Are incidents being handled? What new requests are there? Steps to Take 1) Create a Service Governance Committee 2) Draft a 1 page Charter 3) Draft a 1 page Plan of Action 3 Keys to Delivering Great IT Services - The Power of Service Delivery Roles, KPIs and Configuration Management A Day in the Life of an IT Service Owner - A Look Into the Future Service Taxonomy Essentials What Are the Services, Who Are the Customers? 5 Keys to Good Service Design CMDB s Role in the Design & Delivery of IT Services 14
Step 2: Governance & Roles / Responsibilities Constituent Roles & Perspectives Business Unit Customer What services are we using? What value/level are we receiving? What is our services spend? Individual Customer What services can I get & where? What is / is not included? When will I get it? Service Management What services do we offer? What are the service expectations? Who is delivering what & when? Service Delivery Executive Are our customers satisfied? Are we achieving our goals? Are metrics in line & right direction? Service Service Delivery What services do we deliver? When does it need to be delivered? What are we responsible for? Steps to Take 1) Identify & document your core roles, perspectives & responsibilities 31
Step 3: Common Language Service Owner? Service? Customer? Service Offering? Service Catalog? Service Portfolio? Service Taxonomy? Service Request? Service Design Process? Steps to Take 1) Create a V1 Dictionary of Common Terms 2) Run a Common Language Workshop with Key Constituents 16
Step 4: Understand the Parts Service Catalog Service & Request Service Design Process Service Taxonomy Service Metrics 3 Keys to Delivering Great IT Services - The Power of Service Delivery Roles, KPIs and Configuration Management The Big 3 of Customer Centric IT - Service Catalog, Service Portfolio, Service Taxonomy Service Taxonomy Essentials What Are the Services, Who Are the Customers? Service Catalog vs. Service Portfolio Service vs. Request & IT vs. Business Service Catalogs Build a Service Taxonomy in 4 Steps How Service, Request, Business & IT Service Catalogs Fit Together 17
Step 4: Understand the Parts The storefront where active services are presented to the customer 18
Part 4: Understand the Parts Service Design Package Service Name Description Virtual Meeting Collaboration - Internal Only Provide a virtual meeting environment, which provides both audio and visual interaction between company team members globally. All Employees or Contractors with an active domain accounts Steve Thomas June Smith Microsoft Lync will provide the following functionality: Instant Messaging, IP Audio Communications, Desktop Sharing and Multiparty Audio\Video\Content Sharing $10 per enrolled user \ Monthly Internal Chargeback Cost 99.5% availability, except during stated monthly maintenance window Support Teams will engage in P1 - Service Outage troubleshooting within 15 minutes 3rd Saturday of each month, from 9:00 pm to 11:59 pm EST Messaging \ Alice Wilson Windows Server Team \ Sachin Gupta Database Team \ Susan Price Network Team \ Alex Tromanski Customer(s) Service Owner Service Manager Functional Requirements Cost Service Level Objectives \ Agreements Operational Level Objectives \ Agreements Maintenance Windows Support Teams \ Primary Contact 20
Step 4: Understand the Parts Great Customer experience On time delivery Available & fast when I need it KPIs Customer Measure Customer satisfaction Consistently set & meet delivery expectations Service availability Service Owner SLAs Service Provider Consistently set & meet delivery expectations Service availability OLAs Service Provider Service Provider Service Provider Service Provider Continuous Improvement Service Provider 22
Step 5: Define Your Start Create a clear word picture of desired Phase 1 functionality Considering goals, people, process, technology Review technology platform candidates for suitability of fit Interview select technology & service providers for: Experience Approach to the challenge Innovation Range of Costs / Options 23
Step 5: Define Your Start Tactical Strategic Improve an Existing Portal / Create a new, Simple Portal Lay Groundwork for Customer Centric Services Make it simple & clean Small number of sticky offerings Easy to bail out Good place to self service check status Clear plan + education Tied to strategic objectives Core team on the same page Executive communication / alignment Education & common language 24
In Summary Step 1: Be clear on why you are doing this Step 2: Pay attention to governance & roles / responsibilities Step 3: Get a common language Step 4: Understand the parts Step 5: Define your start 25
Service Catalog Building Blocks User Experience Service Definition Orch/Automation 26
Evergreens Self-Service Catalog & Portal POWERED BY SERVICENOW 27
Possible Next Steps? Demo our Self Service Catalog & Portal yourself! 2 Week Service Catalog Strategy & Roadmap $17,500 Get a copy contact Marketing@evergreensys.com http://www.evergreensys.com 28
Wrap-Up Questions? Thank you for your time. 29
