Designing & Defining Services

For Service Catalog

Barclay Rae, Global Head of Services
Brian Hendry, Service Development Manager
2
Agenda

Service Catalog what is it?

What do we mean by services?

Services and offerings

Involving IT and our customers

How do we design and structure our services?



3
Windows Web Web 2.0 Green-Screen
Axios
founded
assyst Classic
launched
assyst
Enterprise
launched
Entry into the
US market

Axios ranked
#1 vendor in
HDI
'Customer
Experience'
report
Expansion into
Canada

Axios retains #1
vendor ranking
in HDI
'Customer
Experience'
report
assyst
launched on
Java
architecture

Further
expansion in
the US,
Europe and
entry into
Asia Pacific
Axios
awarded
Software
Company of
the Year

First in the
world to
achieve
BS 15000
certification

Entry into
Middle East
and Africa
The number of
assyst end-
users tops 10
million

Axios awarded
Software
Company of
Year (again)

Axios rated #1
vendor for 3rd
time in
succession in
HDI 'Customer
Experience'
report
Expansion
into Russia,
Eastern and
Southern
Europe and
South
America
Axios wins
International
Excellence
Award
Expansion
within
Middle East
ITIL V1 ITIL V3 ITIL V2
Axios Systems Timeline
assyst 8
launched
US
Expansion
European
expansion
begins
assyst 9
launched
Service
Catalog
SaaS

1988 2005 1990 1995 1997 2000 2001 2003 2004 2006 2007 2008 2009/10
Service Catalog What is it?
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6
Service Value Management and IT Service Management (ITSM)

CMDB
Service Catalog
IT components and infrastructure
Each business service or
process is defined as a
supply chain of IT
components, taken from
the CMDB
The CMDB holds
information on all IT
infrastructure and
components, and their
relationships
IT Intelligence
Business Intelligence
IT business services
7
Service Catalog Elements
Elements:
User Request Catalog
For the IT end-user
Self-service request fulfillment
Similar to online shopping experience
Business Service Catalog View
For the business customer
In business terms
Specific non-IT information
Service Level (SLA) information
Technical Service Catalog View
For the IT provider
Technical and supply-chain details
Component level service data
OLA and UC information
What do we mean by Services?
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Good Systems
Poor Service


Good Systems
Good Service


Poor Systems
Poor Service


Good Service
Poor Systems

T
e
c
h

F
o
c
u
s


Service Focus
Developing a Service Focus
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What Do We Mean By Services?
Analogy: The Airline Business
Large amount of technology, resources, skills and
knowledge deployed to get passengers from A to B,
safely and on time.

As passengers, our focal point of the service is the flight
and skill of the pilots.

However every component has a part to play in the
success of the service:

The flight may land on time but delays with baggage
result in passengers being late.


11
What Do We Mean By Services?
With IT services, nobody cares if the server is up 99.8% of
the time, if it is not available when the customer needs it.

ITSM changes the focus to ensure that this is understood
and actioned to meet business priorities.





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A service is a business outcome from a number of linked
processes, activities, roles, etc. that are combined to meet a
specific business purpose.

Service Catalog in ITSM is now part of Portfolio Management
where the (whole) service is managed through a lifecycle
strategy, design build, etc.

This includes pipeline (planned), published (live) and retired.


Service Bundle and Lifecycle
13
Service Value Management

ITSM should be used to demonstrate and deliver value from IT,
moving the focus and perceived value of an IT organization
from an operational overhead to a critical business partner.

Focus should be on meeting the changing needs of the
business, with agility and efficiency, while still ensuring
minimal risk and business continuity.

We need to be able to differentiate how we
manage our services.


Services and Offerings
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Services and Service Offerings
Service : A collection of IT components
(CIs and other services) that,
when combined, provide the
business with the functionality it
needs to operate.
Service Offering : A specific request logged against
a service.
The service and service offering templates provided with
assyst have been created as a realistic set of examples that
could be used by customers without significant amendment.
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Services and Offerings
Involving IT and our Customers
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CUSTOMERS

What IT services
are key to you?

Key people

Key systems

Key departments

Key times/targets

When do you need them?

How quickly do you need them
restored?

What support information do you
need?

What reviews do you need?

IT SERVICE PROVIDER

What IT services
do you provide?

Infrastructure

Networks

Applications

Service/Help Desk

Procurement

Projects

What are your resource levels?

3rd party contracts?

What levels of service can you
provide?
SLM PROJECT

Planning

Workshops

Negotiation

Facilitation

Documentation

Build Service
Catalog

Set up reporting

Set up review
mechanisms

Plan full
implementation

Ongoing support
as needed



SLM Implementation
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Service Catalog Strategy Workshops
Take individuals and organizations in 1 day from a standing start to
practical action. At the end of these sessions, participants will:

Have common awareness and understanding of Service
Catalog concepts, practicalities and business value
Have started to define business services
Be clear about the issues and how to deal with them
Have confidence about how to proceed

The workshops are a great way for an organization to galvanize
themselves into starting a Service Catalog.

They provide a combination of practical education and
awareness, plus interactive sessions on how to achieve success.

How do we design
and structure our Services?
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Basic Implementation










Strategy workshop
Design - workshop & build
Training
Build services in Service Catalog
Publish and review
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Service Catalog Design
Considerations

Services to be included
Structure of the services
Types of data to be included
Where that data exists
Visibility required
Reporting requirements
Data maintenance

What do we need?

Service information
Service dependency information
Service offering information
Form requirements
Workflow requirements
Technical Catalog information
User updates
23
Service Design
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Service Catalog Hierarchy
Summary
26
CUSTOMERS

What IT services
are key to you?

Key people

Key systems

Key departments

Key times/targets

When do you need them?

How quickly do you need them
restored?

What support information do you
need?

What reviews do you need?

IT SERVICE PROVIDER

What IT services
do you provide?

Infrastructure

Networks

Applications

Service/Help Desk

Procurement

Projects

What are your resource levels?

3rd party contracts?

What levels of service can you
provide?
SLM PROJECT

Planning

Workshops

Negotiation

Facilitation

Documentation

Build Service
Catalog

Set up reporting

Set up review
mechanisms

Plan full
implementation

Ongoing support
as needed



SLM Implementation
27
Summary
1. Ensure involvement and buy-in from IT and business

2. Run strategy workshop

3. Define structure of services

4. Define services and service offerings

5. Use technology to help the definition, population and
maintenance of the Service Catalog

6. Establish a service focus culture within IT and start
thinking in service terms


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Additional Resources
Axios Systems Details:
www.axiossystems.com
assyst@axiossystems.com
http://twitter.com/axios_systems
http://www.servicecatalogblog.blogspot.com

Service Catalog Resources:
Sharon Taylor Webcast
Sharon Taylor White Paper

Webcast Series:
04.21.10 Rapid & Relevant SLAs: Integrating Service Catalog
With Your Business
05.19.10 Service Catalog Reporting: Step Your Metrics Up A Gear
On Demand 3 Steps To Building A Service Catalog Business Case

More information can be found on the Axios Systems website.

Information on the assyst Service Catalog can be also be found
on our website.