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

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 ............

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

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

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: ???????????????????

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

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

Service value and service assets Management Organisation Processes Knowledge Capabilities Coordinate, control and deploy People Service Asset types Information Applications Infrastructure Financial capital Resources © Crown Copyright 2011 - reproduced under license from the Cabinet Office

Service value and service assets Increased value and ROV Management Organisation Processes Knowledge Capabilities Coordinate, control and deploy People Increase performance Reduce risk Performance of customer assets Service Asset types Information Applications Infrastructure Financial capital Resources © Crown Copyright 2011 - reproduced under license from the Cabinet Office

Service value and service assets Increased value and ROV Management Organisation Processes Knowledge Capabilities Coordinate, control and deploy People Increase performance Reduce risk Performance of customer assets Service Asset types Information Applications Infrastructure Financial capital Resources © 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?

Links to related information Service assets / configuration records Service catalogue Service catalogue Business process 1 Business process 2 External customers Business / customer service catalogue view Service C Service D Service A Service B Customer-facing service Supporting service Service 2 Service 3 Service 4 Service 5 Technical / supporting service catalogue view Service 1 Links to related information Service assets / configuration records

Service request workflow Service request menu / catalogue Service catalogue Request fulfilment process Service request Request for change (RFCs) Request model(s) User Fulfilled service request Workflows / tasks

Incident workflow Service catalogue User Incident received and logged Incident categorized Incident prioritized Service catalogue User Major incident process Major incident? Incident process

What information do we need within the service catalogue for the service desk?

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

Categorisation / classification of services Type: customer facing (business), supporting Value / criticality: high, medium, low Sourcing: internal, external Security: unclassified, classified, …. Applicability: global, regional, local

Relationships Other services: plus: and: Incidents, SLAs / SLA targets Changes, Problems, CIs, … and: SLAs / SLA targets OLAs targets Contracts / contract targets, ….

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

Service desk information and workflows Service provider Support Teams Suppliers Service Desk Customers and users Service Knowledge Management System (SKMS) Incidents Requests Problems Changes Service Desk System Incidents Requests Problems Changes Service portal Service Catalogue

Shift left policy Service management architecture Service Desk System Service provider Support Teams Suppliers Integrated management Tools Service management system Infrastructure Incident Request Change SLM SCM Problem Event Knowledge Supplier Shift left policy Service Desk Customers and users Service Knowledge Management System (SKMS) Service Desk System Incidents Requests Problems Changes Service portal Incidents Requests Changes SLAs Reports Contracts Problems Knowledge CIs Service Catalogue

Service desk information and workflows Service provider Support Teams Suppliers Service Desk Customers and users Service Knowledge Management System (SKMS) Incidents Requests Problems Changes Service Desk System Incidents Requests Problems Changes Service portal Service Catalogue

Service management architecture Service provider Suppliers Integrated management Tools Service management system Infrastructure Incident Request Change SLM SCM Problem Event Knowledge Supplier Service Desk Customers and users SKMS CMS Service Catalogue Incidents Requests Changes SLAs Reports Contracts Problems Knowledge CIs Suppliers Tools Infrastructure Service portal

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

Service Catalog in ServiceDesk Plus Andrew Navin, ServiceDesk Consultant, ManageEngine

Editions STANDARD EDITION ENTERPRISE EDITION PROFESSIONAL EDITION Helpdesk Software PROFESSIONAL EDITION Standard Edition + Asset Management ENTERPRISE EDITION Professional Edition + ITIL Compliant+ Project Management

ServiceDesk Plus

Present Across : 186 countries 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

IT Request Management (Service Catalog) 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

IT Request Management (Service Catalog) 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

IT SLA Management(Incident and Service Requests) 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

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