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
Coordinate,
control and
deploy
Service
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
Coordinate,
control and
deploy
Service
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
Coordinate,
control and
deploy
Service
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
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
IT 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
IT 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