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Service Catalog Essentials
5 Keys to Good Service DesignCreating & Using a Consistent Service Design Process
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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: [email protected]
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. (twitter.com/JeffSBenedict)
Contact: [email protected]
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Today’s Agenda
• About Evergreen• 5 Keys to Good Service Design • Evergreen’s User-Centric Self-Service Portal /
Catalog (built on ServiceNow)• Possible Next Steps / Q&A
• 80-person U.S. IT Consulting Firm
• Worked with hundreds of Mid-Market, Fortune 1000 Companies and Public Sector Organizations
• Full lifecycle firm with deep ITSM / ITIL transformation experience
• One of Top 5 ServiceNow U.S. partners
• Primary Focus – “Customer-Centric IT Service Management”
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About Evergreen Systems
Sample ClientsQuick Facts
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What About the Customer?
Evolving…IT’s Value
Customer Experience
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Customer & Service
Customer. Someone who buys goods or services.
Service. A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
Service Design Package. Document(s) defining all aspects of an IT Service and it’s requirements, through each stage of it’s lifecycle.
ITIL def
Everyone has customers, everyone has services
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A Service Can Be…
• A lot of complex, individual activities
• Joined together
• From many operating units
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A Service Design Process seems like a lot of work…can’t we just start building services?
What Is the worst that could happen?
UGLYEXPENSIVEINCONSISTENTUNMANAGEABLEREDUNDANT
…AND ABANDONED
Are We Overcomplicating It?
If we treat the customers like we own them, some day we won’t
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CONSISTENTAFFORDABLEREPEATABLEMANAGEABLEREUSABLEEFFICIENTSTRATEGIC
YOUR CUSTOMERSWILL LOVE IT
Benefits of A Good Service Design Process
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What A Service Looks Like to a Customer
Provide the customer enough information to make a self-service determination…
• Name & description• Fit for my use• Who can request it• Cost• Quality• Delivery time• How to request it• Service owner
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Service Design Package
Service Name Virtual Meeting Collaboration - Internal OnlyDescription Provide a virtual meeting environment, which provides both audio and visual interaction
between company team members globally.Customer(s) All Employees or Contractors with an active domain accounts Service Owner Steve ThomasService Manager June SmithFunctional Requirements Microsoft Lync will provide the following functionality: Instant Messaging, IP Audio
Communications, Desktop Sharing and Multiparty Audio\Video\Content SharingCost $10 per enrolled user \ Monthly Internal Chargeback Cost Service Level Objectives \ Agreements 99.5% availability, except during stated monthly maintenance windowOperational Level Objectives \ Agreements Support Teams will engage in P1 - Service Outage troubleshooting within 15 minutes Maintenance Windows 3rd Saturday of each month, from 9:00 pm to 11:59 pm ESTSupport Teams \ Primary Contact Messaging \ Alice Wilson
Windows Server Team \ Sachin GuptaDatabase Team \ Susan PriceNetwork Team \ Alex Tromanski
Service Design Package
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Constituents of a Service
Customer Experience
Execution Effectiveness
Governance & Accountability
Design From the Customer In, Not IT Out
Design Management Needs In From The Start
Build for the Providers Too or It Will Not Work
Customers
ProvidersManagers
Service
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?
Business Unit Customer• What services are we using?• What value/level are we receiving? • What is our services spend?
Service Delivery• What services do we deliver?• When does it need to be delivered?• What are we responsible for?
Service Delivery Executive• Are our customers satisfied?• Are we achieving our goals?• Are metrics in line & right direction?
Roles and Perspectives
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The Service Design Model
A Service Design Model is a process framework for building services
What it does for you: • It helps communicate the mechanics of
a service end to end• It helps everyone understand the big
picture and their role in it• The model breaks "the service and
operations problem" down into logical bite-sized chunks
• It facilitates decision making / trade-offs as to where and how resources are used
• Key executive / stakeholder and change team communication tool
• Factual approach to expand the debate from tactical to strategic – i.e. from cost reduction initiatives to ‘What are we trying to do for the business?’
Service Design Model
CustomerExperience
Governance &
Compliance
Technology & Support
Roadmap for Change
Business Goals and Strategy
SDM
Resources
Sourcing& Alliances
Assets & Finance
Organization&
Geography
Business Processes
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CustomerExperience
Governance &
Compliance
Technology & Support SOM
Resources
Sourcing& Alliances
Assets & Finance
Organization & Geography
BusinessProcesses
Definitions of Model Elements
The Business Processes factors show the core functions and processes related to how work is executed and delivered
The Organization and Geography factors outline the organizational structure, locations of where activities occur, the sourcing of activities (external vs. internal) and the mechanism by which implementation and changes to the model will be managed
The Assets & Finance factors define which activities are executed where, the scope of the service and the dependencies on specific assets, with financial and accounting considerations
The Technology & Support factors outline the supplications, infrastructure and operations supporting the business
Service Design Model
The Resources factors outline the people implications in terms of skills and behaviours required, the expected headcount distribution and the change implications
The Customer Experience factors link the value proposition to the specifics of the interactions between the customer and the entity
The Culture factors (shadow ring) show the values, norms and beliefs that drive how people in the organization act
Roadmap for Change
The Sourcing & Alliances factors define which activities will be performed within the organization, by other parts of the parent groups and by external parties
The Governance & Compliance factors outline the oversight and management structure and the major compliance activities (external vs. internal) and the mechanism by which the service is monitored and controlled.
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Service Design Model Framework
Customer Experience
Sourcing & Alliances
Business Processes
Organization & Geography
Governance &
ComplianceResources Technology &
SupportAssets & Finance
STRATEGYDesign and Roadmap
Customer Strategy
Vendor Strategy
Business Strategy
Governance Strategy
System Strategy
Asset Strategy
ARCHITECTURE Business, Tech &
Support
Components & Integrations
Organization Structure
Organization Structure
Systems & Operations
WORKFLOWS Key Business and
Technology
Customer Workflows
Business Workflows
Governance Audit &
Schedule
System Workflows
ROLESRACI Roles and Responsibility
RACI RACI RACI RACI
PERFORMANCE KPIs/Metrics,
Surveys and Rptg
Customer KPIs
Vendor KPIs
Business KPIs Geo KPIs Audit KPIs Resource
KPIsSystem
KPIsAsset
KPIs
AGREEMENTSOLAs and SLAs
Vendor SLAs
Business OLAs & SLAs
SBU OLAs & SLAs
Management SLAs
Resource SLAs System SLAs
MONITORING Innovation, Risk
and LifecycleInnovation Risk Innovation &
Lifecycle Risk Risk Risk Innovation & Lifecycle
Risk & Lifecycle
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Service Design Factors and Influences
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Example: Service PackageService Name Messaging and Collaboration
CoreServices
EnablingServices
EnhancingServices
Options
Network
Service Desk Support
Service Desk Support 8 x 5 10 x 6 7 x 24 x 365
Server Instant Messaging
Storage System Monitoring
Mailbox Size (Maximum) 2 GB 10 GB UnlimitedMulti-language Spanish French Japanese
Account Administration Information Security
Wireless Devices Lenovo S6000 iPad Air Samsung Galaxy S5 iPhone 5sService Support Level Gold Silver Bronze
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KEY - Service Ownership
Provide the customer enough information to make a self-service determination…
• Name & description• Fit for my use• Who can request it• Cost• Quality• Delivery time• How to request it• Service Owner
If everyone owns the service, no one does
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KEY – KPIs
Customer Experience
Sourcing & Alliances
Business Processes
Organization & Geography
Governance &
ComplianceResources Technology &
SupportAssets & Finance
STRATEGYDesign and Roadmap
Customer Strategy
Vendor Strategy
Business Strategy
Governance Strategy
System Strategy
Asset Strategy
ARCHITECTURE Business, Tech &
Support
Components & Integrations
Organization Structure
Organization Structure
Systems & Operations
WORKFLOWS Key Business and
Technology
Customer Workflows
Business Workflows
Governance Audit &
Schedule
System Workflows
ROLESRACI Roles and Responsibility
RACI RACI RACI RACI
PERFORMANCE KPIs/Metrics,
Surveys and Rptg
Customer KPIs
Vendor KPIs
Business KPIs Geo KPIs Audit KPIs Resource
KPIsSystem
KPIsAsset
KPIs
AGREEMENTSOLAs and SLAs
Vendor SLAs
Business OLAs & SLAs
SBU OLAs & SLAs
Management SLAs
Resource SLAs System SLAs
MONITORING Innovation, Risk
and LifecycleInnovation Risk Innovation &
Lifecycle Risk Risk Risk Innovation & Lifecycle
Risk & Lifecycle
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Example: Service KPI Bundling
Service Support
Level Availability Description Support Hours Architecture /Component
Design Criteria Uptime / Availability
(Expected / Minimum) Validation / Frequency
Gold
Environment is always operational during the hours that were contractually agreed to by the business unit.
Any planned maintenance or downtime is performed and managed outside of the defined operating hours of operation windows.
7x24x365 No system Single Point of Failure (SPOF).
High Availability (HA) clustered environment.
N+1 redundancy in dual data centers.
99.8% Outage time avg.:
87.6 m/month 21.9m/week 3.12m/day
Component Failure Impact Analysis (CFIA) and SPOF analysis performed monthly.
Integrated into Change and Release Management activities.
End-to-end failover tested routinely.
Silver
Environment is always operational and supported during the hours that were contractually agreed to by the business unit.
Negotiated maintenance windows based on business unit priority vs. technical risk.
7 days a week Holidays included 0700 to 1900h-ET
High Availability (HA) clustered environment.
1+1 redundancy in same data centers.
99.5% Outage time avg.:
219 m/month 54.75 m/week 7.82 m/day
CFIA and SPOF analysis performed quarterly.
Integrated into Change and Release Management activities.
End-to-end failover tested least semi-annually.
Bronze
Environment is operational during regular core business hours
Limited Single Points of Failure. Redundant Power and Network components at a minimum.
Monday thru Friday No Holidays 0800 to 1700h ET
Full component level redundancy not required.
99.0% Outage time avg.:
438 m/month 109 m/week
15,64 m/day
Where applicable, CFIA and SPOF analysis conducted annually.
Integrated into Change and Release Management activities.
End-to-end failover tested least annually.
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KEY - Service Costing
Cost ElementsHardware Tools & Software Facilities Labor Third Party
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KEY – Modular Services as CIs
Build reusable service modules
Combine them to create new services
Manage each service as a configuration item (CI) to give you accountability
A SERVICE
SILO
SILOSILO
SILO
SILOSvcSvc
Svc
Svc
Svc
Roadmap for Change
Business Goals and Strategy
CustomerExperience
Governance &
Compliance
Technology & Support SDM
Resources
Sourcing& Alliances
Assets & Finance
Organization&
Geography
Business ProcessesSDM
KEY – Use a Service Design Process
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Evergreen’s Employee Self-Service Portal / Catalog
Demo
POWERED BY SERVICENOW
One-Day, Private Service
Catalog Workshop $3,950
Demo our “Metro Style” End-User Portal yourself!
Possible Next Steps?
http://www.evergreensys.com26
See how our graphical Service Taxonomy Designer works
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• Questions?• Thank you for your time.
Wrap-Up
