The importance of the service catalogue to the

The importance of the service catalogue to the

The importance of the service catalogue to the service desk Colin Rudd, Chairman, itSMF UK Andrew Navin, ServiceDesk Consultant, ManageEngine Agenda What is a service and what is a service catalogue? What can a service catalogue do for the service desk? Service desk involvement in the service catalogue Use of the service catalogue within the service desk

activities and service management processes Summary and conclusions Slide 2 What is a service catalogue? A database or structured document with information about all live IT services, including those available for deployment. Note: this does not include functions, processes, activities roles, responsibilities, service components, service requests, etc ............ Slide 3 Use and objectives Why do we need a service desk ?

Why do we need a service catalogue? What will you use the service desk for? What will you use the service catalogue for Slide 4 Review the service desk requirements Talk to your users and customers to establish: the business / organizational needs the customer /user needs and desires:

the type of service desk: (local, centralized, virtual, follow the sun, in-house, outsourced, business knowledge, technology knowledge or both ..) the scope and technology the capability and processes (first line, second line,) the information access (tools, catalogue, SKMS, .) the metrics and continual improvement Slide 5 Review SD accountability and scope Incident management: incident records Service request fulfilment: service request records Knowledge management: knowledge articles Change management: change records Problem management: problem and known error records Service catalogue: ??????????????????? Slide 6

Service desk information and workflows Service Desk Customers and users Service provider Support Teams Service Desk System Incidents Requests Problems Changes Slide 7

Suppliers Service desk information and workflows Service Desk Customers and users Service provider Support Teams Service Desk System Incidents Requests Problems Changes

Slide 8 Suppliers Service value and service assets Capabilities Management Organisation Processes Service Coordinate, control and deploy Knowledge People

Asset types Information Applications Infrastructure Resources Slide 9 Financial capital Crown Copyright 2011 - reproduced under license from the Cabinet Office Service value and service assets Increased value and ROV Capabilities

Management Organisation Processes Performance of customer assets Increase performance Service Coordinate, control and deploy Reduce risk Knowledge

People Asset types Information Applications Infrastructure Resources Slide 10 Financial capital Crown Copyright 2011 - reproduced under license from the Cabinet Office Service value and service assets Increased value and ROV

Capabilities Management Organisation Processes Performance of customer assets Increase performance Service Coordinate, control and deploy Reduce risk

Knowledge People Asset types Information Applications Infrastructure Resources Slide 11 Financial capital Crown Copyright 2011 - reproduced under license from the Cabinet Office Review the service catalogue requirements

Talk to your customers and business and establish: the business / organizational needs the customer /user needs Talk to IT teams and establish: the IT needs the management needs Who is going to use the service catalogue and what are they going to use it for?

Slide 12 Service catalogue Service catalogue Business process 1 Service A Service 1 Business process 2 Service B Service 2 External customers

Service C Service 3 Service D Service 4 Business / customer service catalogue view Customer-facing service Service 5 Supporting service Technical / supporting service catalogue view Links to related

information Service assets / configuration records Slide 13 Service request workflow Service request menu / catalogue Service catalogue Service request Request fulfilment process Request model(s)

User Request for change (RFCs) Fulfilled service request Slide 14 Workflows / tasks Incident workflow Incident received and logged User Incident categorized

Incident prioritized Major incident process Major Major incident? incident? Incident process Slide 15 Service catalogue What information do we need within the service catalogue for the service desk?

Slide 16 Service catalogue information Service name Service description Service outcomes Service status Business owners Service owners Business / customer / user contacts Support contacts Supplier contacts Escalation contacts Business users /super users Service hours / support hours Service reviews Service reporting Slide 17

Categorisation / classification of services Type: customer facing (business), supporting Value / criticality: high, medium, low Sourcing: internal, external Security: unclassified, classified, . Applicability: global, regional, local Slide 18 Relationships Other services: plus: Incidents, Changes, Problems, CIs, and: SLAs / SLA targets OLAs targets

Contracts / contract targets, . Slide 19 Use of the service catalogue Aligning and integrating with business needs Changing the focus and culture of IT Supporting a service portal and a service dashboard Communication, by establishing customer and user communities, possibly using social media

Driving processes from a business / service perspective Prioritising activities and workloads Identifying improvements and areas of weakness Slide 20 Service desk information and workflows Service Desk Service portal Customers and users Service

provider Support Teams Service Service Knowledge Desk Management System System (SKMS) Service Catalogue Incidents Requests Problems Changes

Slide 21 Suppliers Service management architecture Service Desk Problem Event Knowledge Supplier Incident Request Change Service SCM Service Knowledge Desk

Management Integrated management Tools System System (SKMS) SLAs Service Catalogue Reports Contracts Incidents Incidents Infrastructure Requests Requests Changes Problems Problems Changes Knowledge CIs

Slide 22 Support Teams SLM Shift left policy Service portal Customers and users Service management system Service provider Suppliers Service desk information and workflows

Service Desk Service portal Customers and users Service provider Support Teams Service Service Knowledge Desk Management System System (SKMS) Service Catalogue

Incidents Requests Problems Changes Slide 23 Suppliers Service management architecture Service Desk Problem Event Knowledge Supplier Incident Request Change

SLM SCM Service portal Customers and users Service management system Service provider SKMS CMS Service Catalogue Suppliers Integrated management Tools

SLAs Reports Contracts Incidents Requests Changes Problems Knowledge CIs Slide 24 Tools Infrastructure Infrastructure Summary The service catalogue is probably the single most important area of service management It should be used to align with business priorities and drive

and prioritise all other processes and activities, including: Understanding of critical business process and services Service desk activity, process and workflows Greater transparency and access to information for all Improved user, customer and business communication To reduce workload, bureaucracy and delays To drive improvements in all areas Slide 25 Service Catalog in ServiceDesk Plus Andrew Navin, ServiceDesk Consultant, ManageEngine Editions STANDARD EDITION Helpdesk Software

PROFESSIONAL EDITION Standard Edition + Asset Management ENTERPRISE EDITION Professional Edition + ITIL Compliant+ Project Management ServiceDesk Plus ServiceDesk Plus Current Version 8.2 Customer Base: 20,000+ Languages Supported: 29 Present Across : 186 countries ServiceDesk Plus IT Request Management

(Service Catalog) Service categories (IT / Business) Service Items / Service Templates ServiceDesk Plus T Request Management (Service Catalog Form Designer Separate views for Requester / Technician for the same template Access permissions based on Support Groups/ User groups Additional fields (common and Service category specific) Default values / Mandatory options Resource Info section ServiceDesk Plus T Request Management (Service Catalog

Workflow Multi Level approval (5 stages ) Configure Approval Rules Define SLA (service delivery time) Pre-configure Tasks ServiceDesk Plus IT Request Management (Service Catalog) Template Actions Software Installation / Un-Installation with Desktop

Central integration. Run Scripts ServiceDesk Plus IT SLA Management(Incident and Service Requests) Service Requests Individual SLA's for Service Items. Set the Service Delivery time on the Service Request. 4 levels of Escalation for SLA violations. SLA Violated Reports Thank You

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