Service Catalogue / Portfolio Management Practitioners Forum Thursday April 11 th, 2013 Katharina Stephens Scott Berard

Service Catalogue / Portfolio Management Practitioners Forum

Thursday April 11th, 2013

Katharina StephensScott Berard

Agenda• Housekeeping• Introductions• Services Definitions & Communication• Stages of Development• Next Steps• Upcoming Events

Housekeeping

Welcome to The City of CalgaryFire Alarms & Washrooms

Scott Berard

Introductions

Name, Company, & Experience

Jon Dowell / Jorge Wong

Objectives of the Practitioner Forum

• To facilitate sharing of information and experiences between like minded practitioners

• To provide an opportunity for networking

• To grow the level of knowledge of participants

How we operate• We try to meet quarterly as a group

• The group drives future agenda based on interest levels

• We respect the difference in our level of experiences

• We participate and share freely.

Definitions & CommunicationAn Introduction to Services

Scott Berard

itSMF Practitioner Forum April 11, 2013

Service – The Bucket Engineer

http://www.google.ca/imgres?imgurl=http://www.clickeric.com/wp-content/uploads/2012/01/heavy-duty-stainless-steel-bucket1.jpg&imgrefurl=http://www.clickeric.com/my-bucket-list/&usg=__Z1HyLgIf1kRmhg5HXqllZGaeeFw=&h=400&w=400&sz=15&hl=en&start=5&sig2=FPgC77aWXDwxviAIWIk8dA&zoom=1&tbnid=yvQr_u9Z9nX5JM:&tbnh=124&tbnw=124&ei=ooFdUZnuIu_viQKp5oHQBQ&prev=/search?q=bucket&hl=en&safe=active&sa=X&rls=com.microsoft:*&tbm=isch&prmd=ivns&itbs=1&sa=X&ved=0CDMQrQMwBA

http://www.google.ca/imgres?imgurl=http://c810422.r22.cf2.rackcdn.com/wp-content/uploads/2012/08/Red-Bucket.jpg&imgrefurl=http://www.mspmentor.net/2012/08/02/building-your-cloud-bucket-list/&usg=__aIP_5MLlk7cpwpbEvj7aceXili0=&h=300&w=292&sz=69&hl=en&start=20&sig2=DaU2qK0O_cat9xHEhevrFg&zoom=1&tbnid=vhyiggTvqZmw6M:&tbnh=116&tbnw=113&ei=ooFdUZnuIu_viQKp5oHQBQ&prev=/search?q=bucket&hl=en&safe=active&sa=X&rls=com.microsoft:*&tbm=isch&prmd=ivns&itbs=1&sa=X&ved=0CFEQrQMwEw

http://www.google.ca/imgres?imgurl=http://www.funscapes.ca/resize-width/800/playground-accessories0_0full-bucket-swing.jpg&imgrefurl=http://www.funscapes.ca/products/full-bucket-swing.html&usg=__HP4OUfmudCa0tcSbDd8JMgqTDWM=&h=890&w=800&sz=32&hl=en&start=19&sig2=69Jd81Djn1lNuVpv8gq9rg&zoom=1&tbnid=GGqKaf5ZM75e5M:&tbnh=146&tbnw=131&ei=ooFdUZnuIu_viQKp5oHQBQ&prev=/search?q=bucket&hl=en&safe=active&sa=X&rls=com.microsoft:*&tbm=isch&prmd=ivns&itbs=1&sa=X&ved=0CE8QrQMwEg

http://www.google.ca/imgres?imgurl=http://lib.store.yahoo.net/lib/baytec/5-gallon-gray-bucket&imgrefurl=http://www.bayteccontainers.com/5-gallon-orange-plastic-bucket.html&usg=__RmaDo9vrJjgm1gkaBaOXg4koyug=&h=1505&w=1148&sz=644&hl=en&start=30&sig2=b34VJnh9w7X40Z4upx8w-A&zoom=1&tbnid=MWHN8EOO4vhc5M:&tbnh=150&tbnw=114&ei=34FdUbCQOMXNigLAgIHoAw&prev=/search?q=bucket&start=20&hl=en&safe=active&sa=N&rls=com.microsoft:*&tbm=isch&prmd=ivns&itbs=1&sa=X&ved=0CD0QrQMwCTgU

http://www.google.ca/imgres?imgurl=http://www.alambika.ca/media/catalog/product/cache/1/image/9df78eab33525d08d6e5fb8d27136e95/c/r/crystal_champagne_bucket_nachtmann_slice.jpg&imgrefurl=http://www.alambika.ca/default/wine-co/wine-accessories/ice-buckets/champagne-bucket-slice.html&usg=__0DWgK9Y6WsCTzTtfQLQfOdGiHdw=&h=942&w=936&sz=216&hl=en&start=38&sig2=ZvS1tlIt0xqt2ljSOgaKCw&zoom=1&tbnid=kPpCgi2bkOpuCM:&tbnh=148&tbnw=147&ei=34FdUbCQOMXNigLAgIHoAw&prev=/search?q=bucket&start=20&hl=en&safe=active&sa=N&rls=com.microsoft:*&tbm=isch&prmd=ivns&itbs=1&sa=X&ved=0CE0QrQMwETgU

http://www.google.ca/imgres?imgurl=http://img.directindustry.com/images_di/photo-g/bucket-55678-2401915.jpg&imgrefurl=http://www.directindustry.com/prod/geith-international-ltd/buckets-55678-873531.html&usg=__sIcfbeAhG8Vfy9bhO-j8OBnJPnI=&h=900&w=1022&sz=53&hl=en&start=111&sig2=OI9jRJMhkkDW87dm6uREow&zoom=1&tbnid=MaVD9jhLqW3idM:&tbnh=132&tbnw=150&ei=L4JdUYTPCYKEjAKVuoD4BA&prev=/search?q=bucket&start=100&hl=en&safe=active&sa=N&rls=com.microsoft:*&tbm=isch&prmd=ivns&itbs=1&sa=X&ved=0CD8QrQMwCjhk

http://www.google.ca/imgres?imgurl=http://www.homewetbar.com/images/prod/ice-bucket-double.jpg&imgrefurl=http://www.homewetbar.com/professional-insulated-ice-bucket-with-lid-and-scoop-p-1533.html&usg=__6_v4gGAIGV42HEctFPRb8yfB-TE=&h=900&w=900&sz=84&hl=en&start=178&sig2=TuZmkaLoJ8Swj0zk4_FSaw&zoom=1&tbnid=fP7fpAwmwv5sgM:&tbnh=146&tbnw=146&ei=XIJdUaisI6eOiAKGnIHoCg&prev=/search?q=bucket&start=160&hl=en&safe=active&sa=N&rls=com.microsoft:*&tbm=isch&prmd=ivns&itbs=1&sa=X&ved=0CE0QrQMwETigAQ

http://www.google.ca/imgres?imgurl=http://www.dreamstime.com/toy-bucket-thumb12594970.jpg&imgrefurl=http://www.dreamstime.com/stock-photo-toy-bucket-image12594970&usg=__boaqOtjonx1piWIEwj_dfyGg06A=&h=450&w=391&sz=37&hl=en&start=174&sig2=OPXXATGToaRWz8howjyxYw&zoom=1&tbnid=iGlOCTlib7uRuM:&tbnh=127&tbnw=110&ei=XIJdUaisI6eOiAKGnIHoCg&prev=/search?q=bucket&start=160&hl=en&safe=active&sa=N&rls=com.microsoft:*&tbm=isch&prmd=ivns&itbs=1&sa=X&ved=0CEUQrQMwDTigAQ

Level of granularity - less is more•Value to consumer in definition?

•Manage, action and report

•Scalability, Sustainment roles

Consistency in the Catalog for all def’n•Fits with Model

•Common attributes

•Sole author

Customer perspective first!•Who consumes the service, who pays?

•How do your customers define the service? What is their WIIFM?

•What ways can you make end service delivery easier for the customer?

SERVICES –WHAT & WHO, BUT NOT HOW

Catalog Foundational Steps

Relationship Mgmt and Service Desk involvement

Define owners to manage service content and changes

Describe current delivery examples and expected outcomes

Don’t get stuck on terminology and principles

The Service Catalog is the cornerstone of . . . .

Stages of Development

Where do I start

Katharina Stephens

itSMF Practitioner’s Forum April 11, 2013

Service Portfolio

“The complete set of services that is managed by a service provider”

•Service Pipeline•Service Catalogue•Retired Services

Service Catalogue•Customer Facing Services•Supporting Services

Service Catalogue Lite•List of Operational Services

Types of Catalogues

Where are we?

Incident Management

Request Fulfilment

CMDB

Service Level Management

Knowledge Management

Portfolio Management

Business Relationship Management

Demand Management

Service Catalogue

“Lite”

Operational

Service CatalogueTactical

Service PortfolioStrategic

Continual Service Improvement

Setting the Stage

Who is in the

Audience?

What’s behind the

curtain?What do we

want to show?

Who is in the Audience?

Users

Service Desk

Customers

IT Operations

Application Support

Partners

Business Decision Makers

Business Relationship Managers

IT Sr. Management

Service Catalogue

“Lite”

Service Catalogue

Service Portfolio


What do we want to show?

Operational Services

- Log an incident

- Request a Service

- Request a Change

Business Services

- Service Level Agreement

Technical Services

- CI Relationships to Business Service

- CI Lifecycle

Portfolio of Services

- Service LifecycleService Catalogue

“Lite”

Service Catalogue

Service Portfolio


What’s behind the curtain?

Where is the light switch?

Centralize logging

Standardization of data

Are we keeping the lights on?

Service Level Management

Process Automation

Knowledge Database

What are the costs of keeping the lights on?

Integrated Process

Service Catalogue

“Lite”

Service Catalogue

Service Portfolio


Keep them Coming Back

–Processes to keep information current

–Processes to manage the processes

–Audit to measure performance and utilization

Next Steps

Jon Dowell / Jorge Wong

Next Steps• Future Sessions – Change

• June 13, 2013• October 10, 2013

• Future Sessions – Problem• May 16, 2013• Sept 12, 2013

• Future Sessions – Service Catalogue• August 15, 2013

• Future Sessions – Incident Management• TBD

• Potential Topics

Upcoming Events!

• itSMF Breakfast Events• April 25th • May 24th

• ShareIT – Service Management Art – April 30th

• itSMF Golf Tournament in support of Kiwanis – June 2013

Thank you!

Documents

Service Catalogue / Portfolio Management Practitioners Forum Thursday April 11 th, 2013 Katharina Stephens Scott Berard