how to build an integrated and actionable it service catalog
DESCRIPTION
This presentation provides a lower level of detail on how to build a n IT service catalog than provided by ITIL V3. It augments thinking in this area based on 25 years of building Service CatalogsTRANSCRIPT
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Over 95% of Service Catalogs: • Simply describe the offerings of various technology teams• Have no clear definition of how services are actually
delivered (through service mapping)• Fail to meet user and business needs
Current Situation
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• V3 puts the Service Catalog centre stage • The V3 examples provided are much the same as ITIL V1
(in 1986) when I wrote the first Service Level Management ITIL Book with Hans Dithmar
• In V3, services are shown as simply being under-pinned by technologies
ITIL V3 position
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• IT professionals are seeking methods to build a meaningful IT Service Catalog as the IT shop window
• With limited practical guidance Service Catalog confusion exists
• Software and books only provide partial solutions
Complication
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1. Use value chain thinking (Porter, Charles Betz) to identify the components in service delivery2. Assume your IT staff are likely to leave so document all key aspects (service components) associated with service delivery
12 tips from 25 years of building Service Catalogs
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3. Use service record templates (we use seven service component types) to define aspects of service delivery4. For each defined service, identify all of the service records required and create a delivery map
12 tips on building a successful Service Catalog
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5. Use your development methodology as the basis of the project plan together with a proven reference model6. Ensure users shape the format, service groupings and text in the Service Catalog7. Have incremental releases of the mapped Service Catalog rather than a big bang
12 tips on building a successful Service Catalog
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8. Learn from good examples of Service Catalogs9. Keep SLA and Charging aspects separate, but linked10. Use outsourcing contracts as useful input to Service Catalog thinking
12 tips on building a successful Service Catalog
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11. Categorize the top 25 most frequently used services, fully map them and issue the Catalog, then the next 25 followed by a release, and so on..12. Use automation and lean thinking to improve and remove waste from processes, eg Toyota 14 Principles
12 tips on building a successful Service Catalog
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• Provides a framework for analysis of ‘current state’ and ‘end state’ Service Catalog design
• Ensures key aspects are properly considered• Forms part of your project plan
Service Catalog Reference Model
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• A taxonomy for service components and sourcing strategy development
• A proven basis for service mapping• A link to Enterprise Architecture
Service Architecture
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Martin BoyleIT [email protected]
I hope that this has been helpful ..
Please contact me or my team for a Service Catalog Audit or help in building an actionable Service Catalog