Service Catalogue / Portfolio Management Practitioners Forum Thursday April 11 th, 2013 Katharina Stephens Scott Berard

Agenda Housekeeping Introductions Services Definitions & Communication Stages of Development Next Steps Upcoming Events

Housekeeping Welcome to The City of Calgary Fire Alarms & Washrooms Scott Berard

Introductions Name, Company, & Experience Jon Dowell / Jorge Wong

Objectives of the Practitioner Forum To facilitate sharing of information and experiences between like minded practitioners To provide an opportunity for networking To grow the level of knowledge of participants

How we operate We try to meet quarterly as a group The group drives future agenda based on interest levels We respect the difference in our level of experiences We participate and share freely.

Definitions & Communication An Introduction to Services Scott Berard itSMF Practitioner Forum April 11, 2013

Service – The Bucket Engineer

Level of granularity - less is more Value to consumer in definition? Manage, action and report Scalability, Sustainment roles Consistency in the Catalog for all def’n Fits with Model Common attributes Sole author Customer perspective first! Who consumes the service, who pays? How do your customers define the service? What is their WIIFM? What ways can you make end service delivery easier for the customer? SERVICES – WHAT & WHO, BUT NOT HOW

Catalog Foundational Steps Relationship Mgmt and Service Desk involvement Define owners to manage service content and changes Describe current delivery examples and expected outcomes Don’t get stuck on terminology and principles The Service Catalog is the cornerstone of....

Stages of Development Where do I start Katharina Stephens itSMF Practitioner’s Forum April 11, 2013

Service Portfolio “The complete set of services that is managed by a service provider” Service Pipeline Service Catalogue Retired Services Service Catalogue Customer Facing Services Supporting Services Service Catalogue Lite List of Operational Services Types of Catalogues

Where are we? Incident Management Request Fulfilment CMDB Service Level Management Knowledge Management Portfolio Management Business Relationship Management Demand Management Service Catalogue “Lite” Operational Service Catalogue Tactical Service Portfolio Strategic Continual Service Improvement

Setting the Stage Who is in the Audience? What’s behind the curtain? What do we want to show?

Who is in the Audience? Users Service Desk Customers IT Operations Application Support Partners Business Decision Makers Business Relationship Managers IT Sr. Management Service Catalogue “Lite” Service Catalogue Service Portfolio Continual Service Improvement

What do we want to show? Operational Services - Log an incident - Request a Service - Request a Change Business Services - Service Level Agreement Technical Services - CI Relationships to Business Service - CI Lifecycle Portfolio of Services - Service Lifecycle Service Catalogue “Lite” Service Catalogue Service Portfolio Continual Service Improvement

What’s behind the curtain? Where is the light switch? Centralize logging Standardization of data Are we keeping the lights on? Service Level Management Process Automation Knowledge Database What are the costs of keeping the lights on? Integrated Process Service Catalogue “Lite” Service Catalogue Service Portfolio Continual Service Improvement

Keep them Coming Back –Processes to keep information current –Processes to manage the processes –Audit to measure performance and utilization

Next Steps Jon Dowell / Jorge Wong

Next Steps Future Sessions – Change June 13, 2013 October 10, 2013 Future Sessions – Problem May 16, 2013 Sept 12, 2013 Future Sessions – Service Catalogue August 15, 2013 Future Sessions – Incident Management TBD Potential Topics

Upcoming Events! itSMF Breakfast Events April 25 th May 24 th ShareIT – Service Management Art – April 30 th itSMF Golf Tournament in support of Kiwanis – June 2013

Thank you!