what is a service taxonomy and why do i need one?
TRANSCRIPT
Service Taxonomy Essentials:
What is a Service Taxonomy & Why Do I Need One?
AKA…Use a Service Taxonomy to Manage Your IT Services (Plus TIPs for Success & Pitfalls to Avoid!)
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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• What is a Service Taxonomy & Why Do I Need
One? • X Mind Service Taxonomy Demonstration• Evergreen’s Self-Service Catalog & Portal (built
on ServiceNow) Demonstration• 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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Traditional ITSM – Where’s the Customer?
Incident
Change
Problem
Knowledge
Self Service Catalog & Portal
Start!!
2 Years Later…
Here I am!
How Can This Even Happen?
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Start With the Customer – Change What You Do
Self Service Catalog & Portal
Change
Problem
Knowledge
Incident
The Customer is a “Litmus Test” of Real Value
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Useful Grounding
ServiceA means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
Service RequestA request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted. Every Request is related to a Service. Requests are transactional in nature.
ITIL def…
Service TaxonomyA framework for organizing, labeling & managing Services. The framework ends where Services begin. Typically made up of a 3-4 level hierarchy, but more or less can be used as needed, area by area in the taxonomy.
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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.
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Benefits of a Service Taxonomy
CONSISTENCY
CLARITY
SIMPLICITY
ALIGNMENT
REUSE
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Broad Service Taxonomy Example
Labels are for the Customers
Framework is for the Providers
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IT Services Taxonomy
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Services Services Services…
And customers customers customers…
Taxonomy Hierarchy – Standard Model
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Service Taxonomy
Category
Service
Service Request
Sub Category(ies)
Service Family
ServiceOffering
Taxonomy FrameworkService / Service
OfferingService Request
Taxonomy Hierarchy – Example
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Service Taxonomy
Datacenter & IT Ops
Oracle Windows
Silver, Gold, Platinum Add,
Change, Remove
Platform
Database
Oracle for Windows
Taxonomy FrameworkService / Service
OfferingService Requests
Oracle
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TIP - 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?
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TIP - Create a Single, Broad Service Taxonomy
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TIP – Follow Good Framework Practices
1) try to target 7- 8 or less items per category2) try to limit the number of hops from category
to actual service from 3 - 53) going broader at the end is ok4) work to simplify, use few words, define in the
customer’s language
Category Group Sub Group ServiceService
Family
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TIP - Use a Visual Tool
Labels are for the Customers
Framework is for the Providers
See Services “hanging” off the
Framework
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TIP – 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
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3 Pitfalls to Avoid
IT navel gazing
don’t go all “wild west” on it
don’t claim victory too early
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Evergreen’s Visual Service Taxonomy
Demo
POWERED BY X MIND
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Evergreen’s Self-Service Catalog & Portal
Demo
POWERED BY SERVICENOW
One-Day, Private Service
Catalog Workshop $3,950
Demo our Self Service Catalog & Portal yourself!
Possible Next Steps?
http://www.evergreensys.com23
See how our graphical Service Taxonomy Designer works
Get a copy of our Service Taxonomy Definitions & Best Practices Guide – reply via e mail
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• Questions?• Thank you for your time.
www.evergreensys.com
Wrap-Up