Service Catalog Best Practices for Higher Ed Reg Lo & Leah Lang January 29, 2015

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 Reg Lo VMware Leah Lang EDUCAUSE Director of Accelerate Service Management, VMware ITIL Expert Helped dozens of institutional define their services Member of the ECAR IT Service Catalog Working Group Reg Lo VMware Director of Analytics Services Owner of Core Data Service Maturity and Deployment Index Assessments Custom Analytics Metrics and benchmarking guru Leah Lang EDUCAUSE

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

What is a Service? Traditional IT Service = End-to-End Capability Organized by technical skill Perceived as a coherent whole by the customer Business Process Process Project Support Project Application(s) Application Servers Servers Network Network

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? Institutional Leadership Department Management Users IT Executives IT Management Service Desk & Fulfillment Teams Service Portfolio Decide level of investment in each service Service Catalog Communication & expectation setting What services are available? What service level to expect? How do I request it? What does it cost? Request Portal Channel for transactional requests

Services vs Requests No more than a dozen. Frequently less. Portfolio Service Catalog 30 to 80 services (typically deliver month-after-month) One-to- Many Request Portal Email Service 100+ requests (transactional in nature) New email account New email distribution group Expand folder size

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

EDUCAUSE IT Service Catalog Model Overview Defines a Model IT Service Catalog: Services and associated taxonomies common across many higher ed institutions Pulls from components used in existing service catalogs Collaboration amongst multiple institutions The framework is a guide, not a Bible Paper expected February/March 2015 (ECAR subscribers) Model Provides … Education on Service Catalog concepts Recommended Service Categories Example Services under each Category Recommended Service Attributes http://www.educause.edu/ecar/ecar-working-groups/it-services-and-management

IT Service Catalog Model / Structure Service Category Service Service Offering 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 the service based on given technology or service level Example: Gmail

Recommended Service Categories Teaching & Learning Research Administrative & Business End-Point Computing Communication & Collaboration Security Infrastructure IT Professional Services

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

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 is unclear

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

Defining Services Review Service Offering Template

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

Hands-on Activity: Defining a Service Divide into pairs Use the Service Offering Template hand-out or download the template from http://www.educause.edu/sites/default/files/library/presentations/EC151/SESS22/EDUCAUSE%2BService%2BOffering%2BTemplate.docx Pick a service offering and complete the template Reconvene at __:__ Discuss learnings and challengers from the exercise

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

Implementing a Service Catalog

Implementation Challenges Mitigation Plan <To be completed as a brainstorming session>

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

Questions & Answers Thank you for actively participating in the session! Reg Lo Leah Lang rlo@vmware.com llang@educause.edu For questions about the working group: ECARWG@educause.edu

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 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 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