Service Catalog

Agenda What is a Service? Rocky Mountain Café Envelopes Q&A

Definition: Service A means of providing value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks “People want a quarter inch hole, not a quarter inch drill.” -- Professor Theodore Levitt Harvard Business School

Service Types Core delivers basic outcomes desired by one or more Customers Enabling needed in order to deliver a core service may or may not be visible to the customer Enhancing added to a core service to make it more attractive to the customer used to differentiate from competitors

Let’s do an exercise to get our creative juices flowing.

RMU Cookout Cafe

Cookout Café - Menu Goal: Create a menu for the Cookout Café. Task 1: Review Menu Version 1

Cookout Café - Menu Menu Version 1 Hamburgers Hamburger Buns Napkins BBQ Sandwich Baked Beans Potato Salad Grill Fries Fried Pickles Deep Fryer Chips & Salsa Mayonnaise Grilled Chicken Sandwich Hot Wings Ketchup Onion Rings Hot Dogs Hot Dog Buns Lettuce Mustard Potato Skins

Cookout Café - Menu Reviewed with owner and they feel there are items on there that customers can/will not actually order. Task: New version of Menu with only items that customers will order.

Cookout Café - Menu Menu Version 1 Hamburgers Hamburger Buns Napkins BBQ Sandwich Baked Beans Potato Salad Grill Fries Fried Pickles Deep Fryer Chips & Salsa Mayonnaise Grilled Chicken Sandwich Hot Wings Ketchup Onion Rings Hot Dogs Hot Dog Buns Lettuce Mustard Potato Skins

Cookout Café - Menu Menu Version 2 Hamburgers Hamburger Buns Napkins BBQ Sandwich Baked Beans Potato Salad Grill Fries Fried Pickles Deep Fryer Chips & Salsa Mayonnaise Grilled Chicken Sandwich Hot Wings Ketchup Onion Rings Hot Dogs Hot Dog Buns Lettuce Mustard Potato Skins

Cookout Café - Menu Reviewed with owner and they want items grouped together like a traditional menu. Task: Reorganize items to match a more traditional restaurant menu.

Cookout Café - Menu Menu Version 3 Appetizers Entrees Sides

Cookout Café - Menu Menu Version 3 Fried Pickles Potato Skins Appetizers Entrees Sides Fried Pickles Potato Skins Hot Wings Chips & Salsa Hamburgers Hot Dogs Grilled Chicken Sandwich BBQ Sandwich Fries Onion Rings Baked Beans Potato Salad

Service Catalog

Service Catalog The menu exercise was designed to get you thinking in terms of services and what the final deliverable should be, to help you get there’s something even better than a menu. There’s a ECAR publication that defines services, and even gives you a starting model.

Nachos with Steak Nachos with Chicken Map Menu to Guide Menu Appetizers Nachos Nachos with Steak Nachos with Chicken

1

Goal: Begin Draft Catalog based up on the ECAR Service Catalog publication. Task: Work with your team to arrange the available cards into Service Category and Services. Hint: You may have extra items that are not a Service Category or Service 1

Communication and Collaboration Service Catalog Communication and Collaboration Email and Calendaring Telephony Websites End-Point Computing Network Access Printing Software Distribution End-Point Support

Cookout Café Our friends at the RMU Café want to start offering grilled sea bass, can they just add to menu and start serving tomorrow? No, why not? What do they need to do first? - Identify suppliers - Skill to cook - Equipment to cook - etc

2

2 Goal: Add a new service to Service Catalog. Task: Assume your role within and work with your team to implement this new service. Hint: ? 2

Existing Portfolio Are we just sitting around waiting on another service to start? Is anyone here not struggle with their current capacity when compared to the current demands. So to add to our menu it needs to be a discussion around where its going to fit. We can’t add anything to the current pie with impacting it. Either one of these wedges has to get smaller or we need a bigger pie.

Governance Should IT be adjusting these pie wedges in a vacuum. No it involves the stakeholders with the university.

3

3 Goal: Handle request to remove a service. Task: Assume your role within and work with your team to remove this new service. Hint: ? 3

Remove Service Ok, we decided to no longer support Television service, remove from list. Whoa, wait a minute can we do that? The service desk phones are blowing up. What should be have done?

Governance again If we can’t add to the pie by ourselves, what makes us think we can take away slices by ourselves? Need to involve university stakeholders. The addition of new services helps drive this conversation. They are related.