service catalog best practices from higher ed (252488639)

8/10/2019 Service Catalog Best Practices from Higher Ed (252488639)

http://slidepdf.com/reader/full/service-catalog-best-practices-from-higher-ed-252488639 1/25

Service Catalog Best Practices

for Higher Ed

January 29, 2015

Reg Lo & Leah Lang



Agenda

Introductions

What is a Service? What is a Service Catalog?

EDUCAUSE IT Service Catalog Model

Hands-on Activity: Identifying and Categorizing Services

EDUCAUSE Defining Services

Hands-on Activity: Defining a Service

Implementing a Service Catalog

Questions & Answers



Introductions

• Director of Accelerate ServiceManagement, VMware

• ITIL Expert

• Helped dozens of institutionaldefine their services

• Member of the ECAR ITService Catalog WorkingGroup

Reg Lo

VMware

• Director of Analytics Services

• Owner of

• Core Data Service

• Maturity and Deployment

Index Assessments• Custom Analytics

• Metrics and benchmarkingguru

Leah Lang

EDUCAUSE



Agenda

Introductions







Questions & Answers



What is a Service?

Business Process

Application(s)

Network

Servers

Traditional IT Service = End-to-End Capability

Network

Application

Servers

Perceived as a coherent whole by the customerOrganized by technical skill

SupportProject

Project

Process



A Service is NOT …

A specific application or technology

An activity performed by a team

A single stage within the Service Lifecycle

The act of provisioning or making a request



What is a Service Catalog?

InstitutionalLeadership

DepartmentManagement

Users

ITExecutives

ITManagement

Service Desk &Fulfillment Teams

Service Portfolio

Service Catalog

Request Portal

Decide level of investment in each service

Communication & expectation setting

• What services are available?

• What service level to expect?

• How do I request it?

• What does it cost?

Channel for transactional

requests



Services vs Requests

Request Portal

Service Catalog

PortfolioNo more than a dozen.

Frequently less.

30 to 80 services(typically deliver month-after-month)

100+ requests(transactional in nature)

Email Service

New email account

New email distribution group

Expand folder size

One-to-

Many



Agenda

Introductions







Questions & Answers




Overview

• Defines a Model IT Service Catalog:

• Services and associated taxonomiescommon across many higher edinstitutions

• Pulls from components used inexisting service catalogs

• Collaboration amongst multipleinstitutions

• The framework is a guide, not a

Bible• Paper expected February/March

2015 (ECAR subscribers)

Model Provides …

• Education on Service Catalogconcepts

• Recommended ServiceCategories

• Example Services under eachCategory

• Recommended ServiceAttributes

http://www.educause.edu/ecar/ecar-working-groups/it-services-and-management






















IT Service Catalog Model / Structure

ServiceCategory

Service

ServiceOffering

• Logical grouping of services• Can be aligned with the mission of the institution

• Can be used for governance model

• Typically less than 10 service categories

• Example: Communication & Collaboration

• End-to-end IT service that delivers value to customers• Typically not named after specific application or

technology

• Example: Email

• Specific way of delivering theservice based on given

technology or service level

• Example: Gmail



Recommended Service Categories

Teaching &Learning Research Administrative& Business End-PointComputing

Communication& Collaboration

Security Infrastructure IT ProfessionalServices



Agenda

Introductions







Questions & Answers



Identifying and Categorizing Services

Each group will be assigned a Service Category

Identify sample services for your Service Category

List the services on the poster board

Reconvene at __:__

A few groups will be selected to present

Group discussion on services where the service category isunclear



Agenda

Introductions







Questions & Answers



Review Service Offering Template

Defining Services



Agenda

Introductions







Questions & Answers




Divide into pairs

Use the Service Offering Template hand-out or

download the template from

http://www.educause.edu/sites/default/files/library/pres

entations/EC151/SESS22/EDUCAUSE%2BService%2BOffering%2BTemplate.docx

Pick a service offering and complete the template

Reconvene at __:__

Discuss learnings and challengers from the exercise

http://www.educause.edu/sites/default/files/library/presentations/EC151/SESS22/EDUCAUSE+Service+Offering+Template.docx









Agenda

Introductions







Questions & Answers



Implementation Challenges

Challenge Mitigation Plan<To be completed as a brainstorming

session>

<To be completed as a brainstorming

session>



Agenda

Introductions







Questions & Answers



Questions & Answers

Thank you for actively participating in the session!

Reg Lo Leah Lang

[email protected] [email protected]

For questions about the working group: [email protected]

mailto:[email protected]








Appendix



ECAR IT Service Catalog Members

Name Title Institution

Tamara Adizes ITS Portfolio Communications Officer University of Toronto

Ricardo Chavira (Chair) Associate Director, Service Management Yale University

Luciano Dalla Venezia IT Service Transition Manager Emory University

Mark Katsouros Director, Network Planning and Integration The Pennsylvania State University

Mark Kawasaki IT Service Manager Emory University

Rosalinda Kloberdanz Assistant CIO, Academic, Research & Learning

Technologies

North Dakota University System Office

Reginald Lo Director, Service Management VMware, Inc.

Anita Nichols Client Svcs Manager University of California, Davis

Simon Pride Service Relationship Analyst New York University

Hillary Rosenfeld (Chair) Service Management Architect Boston University

Richard Sharp Knowledge Manager, Service Catalog Manager Boston University

Karen Van Dusen ITSM Program Manager Carnegie Mellon University

Stephen A. Vieira Special Projects Community College of Rhode Island

Karalee Woody Executive Director Customer Service and Support University of Washington

service catalog best practices from higher ed (252488639)

Documents