Service Portal Essentials: Organizing & Managing Services with Best Practices Tips
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Service Portal Essentials
Organizing & Managing Services in the
New
Service Portal
Plus Best Practices Tips & Pitfalls to Avoid
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
•
Organizing & Managing Services in the New
ServiceNow Service Portal
•
Evergreen’s Self-Service Catalog & Portal (built
on Service Portal) Demonstration
•
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
•
1
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5
)
•
Primary Focus – “Customer-Centric IT
Service Management”
4
About Evergreen Systems
Quick Facts
5
Traditional ITSM – Where’s the Customer?
Incident
Change
Problem
Knowledge
Self Service Catalog &
Portal
H
e
r
e
I
a
m
!
6
Think Differently - Customer Centric ITSM
Start with the Customer and it will change what you do
…
“
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Jeff Bezos
Technology Provider or Strategic Services Partner?
7
•
Emergence of Services over
technical activities
•
Delivering functionality as a
Service Broker rather than
Technology Provider
•
Emerging role of Service
Owner
S
e
r
v
i
c
e
B
r
o
k
e
r
Request
Outcome
DBase
Server
Network
Security
S
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–
T
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c
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n
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l
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P
r
o
v
i
d
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r
Provider Ecosystem
8
Problems Organizing and Managing Services
“I can’t find what I am looking for.”
“There are too many.”
“There doesn’t seem to be any
organization.”
“I don’t understand the names.”
“Different things are all mixed
together.”
“There are too many Services to
understand them.”
“Many look like duplicates.”
“The Service names don’t seem
to follow any convention.”
“Services don
’
t seem to be
grouped in a consistent way.”
“
T
h
i
s
i
s
c
o
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f
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”
I
T
P
r
o
v
i
d
e
r
s
9
What is a Taxonomy?
Classification of things – often
from general to specific
Generally organizes things
into groups
Includes the principles
underlying the classification
Parts of a whole
A Taxonomy is the practice and science of
classification of things
The Dewey Decimal System is an excellent example of a taxonomy.
Over 150 years old, it is still in use today at over 200,000 libraries.
10
Benefits of a Service Taxonomy
CONSISTENCY
CLARITY
SIMPLICITY
ALIGNMENT
REUSE
11
Broad Service Taxonomy Example
Labels are for the
Customers
Framework is for
the Providers
12
IT Services Taxonomy
13
Services Services Services…
And customers customers customers…
Taxonomy Hierarchy – Standard Model
14
Service
Taxonomy
Category
Service
Service
Request
Sub
Category(ies)
Service Family
Service
Offering
Taxonomy Framework
Service / Service
Offering
Service Request
Taxonomy Hierarchy – Example
15
Service
Taxonomy
Datacenter &
IT Ops
Oracle
Windows
Silver, Gold,
Platinum
Add,
Change,
Remove
Platform
Database
Oracle for
Windows
Taxonomy Framework
Service / Service
Offering
Service Requests
Oracle
16
Start With a Common Understanding
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?
17
Create a Single, Broad Service Taxonomy
Services & Requests Give Relevance
Services & Requests can “hang”
off Framework in design
sessions to help give relevance
Confidential - Evergreen Systems
Framework
Service
Request
How Many Services? Many & Shallow? Few and Deep?
E
v
e
r
g
r
e
e
n
’
s
N
u
m
b
e
r
s
Taxonomy Depth & Breadth
19
M
i
l
l
e
r
’
s
N
u
m
b
e
r
Taxonomy
to
Service
20
Use Configuration Management for Services Sanity
Build reusable Service
modules
Combine them to create
new Services
Manage each Service as a
Configuration Item (CI) to
give you accountability
21
Customer Centric Thinking
1)
Define in the
customer’s
language.
1)
Who owns any
section of the
taxonomy?
IT navel
gazing
don’t go all
“wild west” on
it
don’t claim
victory too
early
22
3 Pitfalls to Avoid
23
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
S
e
r
v
i
c
e
P
o
r
t
a
l
Demo our Self Service
Catalog & Portal yourself!
Possible Next Steps?
http://www.evergreensys.com
24
See how our
graphical
Service
Taxonomy
Designer works
25
Evergreen’s 2 Week Strategy & Roadmap
•
3 Phase Roadmap
•
Services Roles &
Responsibilities
•
Service Taxonomy
•
Service Design Process
•
Working “future state”
Service Catalog & Portal
Only $17,500 + travel
26
•
Questions?
•
Thank you for your time.
Wrap-Up
Explore essential tips and best practices for organizing and managing services in the new Service Portal. Learn from industry experts at Evergreen Systems on how to enhance your IT Service Management with a customer-centric approach. Discover the importance of the Self-Service Catalog and Portal built on Service Portal, and gain insights into elevating your service delivery efficiency while avoiding common pitfalls.
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Presentation Transcript
Service Portal Essentials Organizing & Managing Services in the New Service Portal Plus Best Practices Tips & Pitfalls to Avoid
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 Organizing & Managing Services in the New ServiceNow Service Portal Evergreen s Self-Service Catalog & Portal (built on Service Portal) Demonstration 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
Technology Provider or Strategic Services Partner? Emergence of Services over technical activities Delivering functionality as a Service Broker rather than Technology Provider Emerging role of Service Owner Silos of IT Technology Provider Security Server DBase Network Service Broker Request Outcome Provider Ecosystem 7
Problems Organizing and Managing Services IT Providers I can t find what I am looking for. There are too many Services to understand them. There are too many. There doesn t seem to be any organization. Many look like duplicates. The Service names don t seem to follow any convention. I don t understand the names. Different things are all mixed together. Services don t seem to be grouped in a consistent way. This is confusing 8
What is a Taxonomy? A Taxonomy is the practice and science of classification of things Classification of things often from general to specific Generally organizes things into groups Includes the principles underlying the classification Parts of a whole The Dewey Decimal System is an excellent example of a taxonomy. Over 150 years old, it is still in use today at over 200,000 libraries. 9
Benefits of a Service Taxonomy CONSISTENCY CLARITY SIMPLICITY ALIGNMENT REUSE 10
IT Services Taxonomy Labels are for the Customers Framework is for the Providers 12
Services Services Services And customers customers customers 13
Taxonomy Hierarchy Standard Model Service Taxonomy Taxonomy Framework Service / Service Offering Service Request Category Sub Category(ies) Service Family Service Service Offering Service Request 14
Taxonomy Hierarchy Example Service Taxonomy Taxonomy Framework Service / Service Offering Datacenter & IT Ops Service Requests Platform Database Oracle Oracle for Windows Oracle Windows Silver, Gold, Platinum Add, Change, Remove 15
Start With a Common Understanding What is a Service? What is a Request? Who are the customers? Who are the providers? What really matters? What does everyone need? How do we measure it? 16
Services & Requests Give Relevance Framework Service Request Services & Requests can hang off Framework in design sessions to help give relevance Confidential - Evergreen Systems
Taxonomy Depth & Breadth How Many Services? Many & Shallow? Few and Deep? Miller s Number 7 +/- 2 Evergreen s Numbers Taxonomy to Service 4 +/- 2 7 +/- 2 7 +/- 2 7 +/- 2 9 +/- 2 19
Use Configuration Management for Services Sanity Build reusable Service modules Combine them to create new Services Manage each Service as a Configuration Item (CI) to give you accountability 20
Customer Centric Thinking 1) Define in the customer s language. 1) Who owns any section of the taxonomy? 21
3 Pitfalls to Avoid IT navel gazing don t go all wild west on it don t claim victory too early 22
Evergreens Self-Service Catalog & Portal POWERED BY SERVICENOW Service Portal 23
Possible Next Steps? See how our graphical Service Taxonomy Designer works Demo our Self Service Catalog & Portal yourself! http://www.evergreensys.com 24
Evergreens 2 Week Strategy & Roadmap 3 Phase Roadmap Services Roles & Responsibilities Service Taxonomy Service Design Process Working future state Service Catalog & Portal Only $17,500 + travel 25
Wrap-Up Questions? Thank you for your time. 26
