1. Info-Tech Research Group1 1 Info-Tech Research Group, Inc. is a global leader in providing IT research and advice. Info-Tech’s products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. © 1997-2016 Info-Tech Research Group Inc. Create an IT View of the Service Catalog Unlock the full value of your service catalog with technical components.

2. Info-Tech Research Group2 2 Your user-facing service catalog is the figurative tip of the iceberg in providing IT’s full value to your organization. IT needs to look below the surface and understand the depth of each service in order to grasp its place within the business, and its role in value generation. Extending the user-facing service catalog to include technical components ensures processes, people, and technological dependencies for each service are identified, improving service availability and decreasing service risk. IT then has a full view of everything required to provide each service and can help develop service-based costing and a chargeback capability. This calls to action the added necessity to extend your user-facing service catalog in order to achieve its full value proposition. Valence Howden, Senior Manager, CIO Advisory Info-Tech Research Group Will you unlock the full value of your service catalog with technical components? ANALYST PERSPECTIVE

3. Info-Tech Research Group3 3 This Research is Designed For:This Research Will Help You: This Research Will Assist:This Research Will Help You: This Research Is Designed For:This Research Will Help You: This Research Will Also Assist:This Research Will Help Them: Our understanding of the problem Service Catalog Manager Service Delivery Manager Operations/Infrastructure Manager Applications/Development Manager Kick-start the process of building out the technical components of user-facing service definitions Collect the information required to define technical components CIO Training team Articulate how this project will bring order to IT and result in long-term benefit for the business Educate internal staff on supporting services and components

4. Info-Tech Research Group4 4 Resolution Situation Complication Info-Tech Insight Executive summary Many organizations have a user-facing service catalog, but its functionality is focused on identifying services and user-relevant details. Meanwhile organizations cannot quickly identify sources of service delivery failure or establish service-based costing without proper documentation of technical components. Although building out the technical components is beneficial, IT management doesn’t know where to begin. Details of the technical components that are required to deliver each service are stored in the minds of employees who may leave the company. IT management must articulate the value their department delivers to business leaders. This blueprint will help you extend your user-facing service catalog to include the technological components as a step toward becoming a strategic partner to the business. Info-Tech’s program is the logical continuation from having already built a user-facing service catalog. It prescribes adding an extension of details to each user-facing service. Extending the catalog to include technical components allows your CIO to determine the capabilities of your IT team and to identify the technical resources required to provide each service. Our program promotes service orientation among technical teams by highlighting how their work affects the value of user-facing services. Even IT professionals underestimate the depth and breadth of effort and complexity of technical components required to deliver a service. Promote service orientation among technical teams by highlighting how their work affects the value of the user- facing services. CIOs can use the technical part of the catalog as a tool to communicate service value, dependencies, and constraints to business leaders.

5. Info-Tech Research Group5 5 So you have a user-facing service catalog, now what? Many organizations have a user-facing service catalog that serves primarily as a source of service information, but it has less functional application for IT service orientation. Aligning the user-facing services with the technical components (people, processes, and technology) required to deliver them is beneficial, but organizations often don’t know where to start and do not add this element. This blueprint helps to transform your user-facing service catalog into a living tool, not just for the business, but also for IT. We will guide you through the process of building out the catalog and teach you how to use it. If you are currently building a user-facing service catalog, or are considering building one, you can create the user- facing service definitions and extend the technical part of the definitions as one project.user-facing service catalog

6. Info-Tech Research Group6 6 Extend your user-facing service catalog by documenting the technical components User Facing Technical Components Includes user-friendly, intuitive, and simple overview of the services that IT provides to the business. The items you would see on a menu at a restaurant is an example of user facing. The content is relatable and easy to understand. Include series of technical workflows, supporting and enabling services, and the technical components that are required to deliver a service. A recipe book with cooking instructions is an example of extending to include technical components. This catalog is intended for IT teams and shows what happens “behind the scenes.” This blueprint helps you extend the user-facing service catalog to document the people, processes, and technology required to deliver user-facing services.

7. Info-Tech Research Group7 7 The IT view of the catalog adds value for the business because it improves IT’s ability to deliver user-facing services more efficiently and effectively. It also helps IT organizations orient as service providers by aligning technology with user-facing services. A A People Extend the user-facing service catalog to capture the following: Understand who plays a part in delivering each service. Understand which people contribute to deliver value to the business. Use this knowledge to drive effective resource management. B B Process C C Technology Document the activities that each participant performs. Identify which tasks everyone performs and the dependencies among tasks to deliver the user- facing service. Determine which technology is required for service delivery. Identify the underpinning technologies as well as the service-specific technologies that are critical to the operation of every service. What do we mean by extending the user-facing service catalog?

8. Info-Tech Research Group8 8 What this project covers User-facing service catalog Extended catalog information Service information provided to users People Process Technology People Process Technology People Process Technology Service information provided to users Email Video conferencing Shared folders This blueprint does not create a full technical service catalog or a configuration management database (CMDB), but the end result does share many common elements. By adding technical components to user-facing services, IT can become better positioned as a service provider in the organization. This blueprint is not about creating a service-based costing or chargeback model, although the steps involved in this process are predecessors for those objectives. Having extended the definitions in this way allows IT organizations to adopt these practices more easily. This project is a logical continuation of Info-Tech’s Design & Build a User-Facing Service Catalog. It looks at the same user-facing services through an IT lens, adding information for each service that business users do not need to see.Design & Build a User-Facing Service Catalog

9. Info-Tech Research Group9 9 Without a clear understanding of the technical components, IT often experiences the following pains A lack of understanding of which technical services affect user-facing services A lack of clarity around ownership of and responsibilities for service delivery No demonstration of the underpinning services that go into delivering value to the business A higher risk of creating change-related incidents because of a misunderstanding of business impact based on end-to-end service dependencies A lack of understanding of which technical services affect user-facing services A lack of clarity around ownership of and responsibilities for service delivery No demonstration of the underpinning services that go into delivering value to the business A higher risk of creating change-related incidents because of a misunderstanding of business impact based on end-to-end service dependencies IT viewed as a poor service provider xIneffective impact assessment xInefficient use of IT resources xMiscalculation of IT’s capability xIneffective impact assessment xInefficient use of IT resources xMiscalculation of IT’s capability due to which can be identified by Before becoming a strategic partner to the business, IT must first provide reliable service and have a clear understanding of its capabilities.

10. Info-Tech Research Group10Info-Tech Research Group10 The extended service catalog can help your organization strengthen and optimize the overall change, incident, problem, and availability management processes. It will also help you to identify areas where leaner processes would be advantageous for each user-facing service. The extended service catalog is a tool to help you mature your processes Optimize Key IT Processes (69%) In the sixth annual global CIO survey by CSC, IT executives were asked to rank the importance of IT priorities over the next 12 months. The number one priority?

11. Info-Tech Research Group11Info-Tech Research Group11 This project will help you increase IT’s service quality and provide better value to the business Extend CatalogLeverage New CatalogRealize the Benefits Document Technology Components Maintain & Update Information Understand the People, Process, Technology Diagnosing issues related to service delivery Assessing impact of changes Increased IT staff & business system analyst knowledge Reduce risks, make better decisions Increased service orientation Increased efficiency and effectiveness Articulate the IT View to Business Leaders Bring transparency to how a service is delivered Increased IT/business relationship and alignment Better ability to articulate IT’s capability Increased Service Quality & Better Value In this blueprint, we will not only teach you how to extend the service catalog, but also how to use the information to unleash its true potential.

12. Info-Tech Research Group12Info-Tech Research Group12 Break down the people, process, and technology for each service to obtain the following benefits Reduced risk, better decision making Increased efficiency and effectiveness Increased service orientation Having a poor understanding of what goes into supporting a service leads to an unstable IT environment where key knowledge is not identified or maintained. Without proper documentation of all IT components, any changes made to a user-facing service is based on estimation at best. With an extended service catalog, IT will have an improved ability to assess impact of changes, make more informed decisions, and mitigate change-related risks. IT can also leverage the catalog to improve its knowledge management. Without proper documentation of all IT components, any changes made to a user-facing service is based on estimation at best. With an extended service catalog, IT will have an improved ability to assess impact of changes, make more informed decisions, and mitigate change-related risks. IT can also leverage the catalog to improve its knowledge management. Now that IT has a clearer view into what people, process, and technology each user-facing service requires, it can respond to incidents and problems in the IT environment with more agility because it reduces the diagnosis time for issues. Having a user-facing service catalog helps users to access IT services with ease, but it doesn’t enable service orientation for technical resources, nor does it provide an end-to-end view of service components to enhance how IT supports these services. However, once the service catalog is extended, IT staff will have a better grasp of how they fit into the big picture of service and value delivery. Having a user-facing service catalog helps users to access IT services with ease, but it doesn’t enable service orientation for technical resources, nor does it provide an end-to-end view of service components to enhance how IT supports these services. However, once the service catalog is extended, IT staff will have a better grasp of how they fit into the big picture of service and value delivery.

13. Info-Tech Research Group13Info-Tech Research Group13 Articulate the IT view to business leaders to see the following improvements The business often makes IT requests without understanding constraints. Articulate a holistic view to business leaders that will help them understand the costs and constraints. Articulate to business leaders all the “behind the scenes” activities required to deliver user-facing services (e.g. articulate the underpinning technical components in addition to the applications). Increased IT / business relationship and alignment Better ability to articulate IT’s capability Extending the user-facing service catalog helps to strengthen the relationship and alignment between IT and the business by communicating not only what services IT provides, but how it supports those services. While business leaders may not be interested in the technical details, IT needs to help the business understand the scope of day-to-day IT service delivery. IT-business alignment is not only the responsibility of IT. The business needs to understand the role of IT as well. Extending the service catalog enables the business to appreciate the value that IT brings.

14. Info-Tech Research Group14Info-Tech Research Group14 Info-Tech’s project steps are logical and simple to follow Position your project for success by obtaining buy-in from stakeholders and assembling a balanced project team. Phase 1 Project Launch Phase 1 Project Launch For each user-facing service, determine technologies that are specific to the service. Phase 2 Service-Specific Technology Phase 2 Service-Specific Technology Project charter Extended catalog use cases Methodology training deck Extended service definitions Service definition visuals Info-Tech deliverables Info-Tech deliverables Phase 4 People & Process Identify the people supporting each service and outline their roles. Phase 3 Underpinning Technology Phase 3 Underpinning Technology Determine the threshold for underpinning technology and identify all supporting technologies that underpin services in your organization.

15. Info-Tech Research Group15Info-Tech Research Group15 At the end of the project, you will have a holistic view of your technologies, particularly the underpinning services Email Service User ID & Access Web Conferencing Data Storage, Backup & Retrieval Data Center Customer Applications Microsoft Outlook User Devices Desktop, Mobile Device Server Application MS Exchange Operating System Linux, Windows Directory Services Physical/Virtual Environment Storage & Backup Network Database Servers Server Appliances Service- Specific Technology (Phase 2) Underpinning Technology (Phase 3)

16. Info-Tech Research Group16Info-Tech Research Group16 And how IT staff support each technology component of a service Windows/Unix Support Security Operations Applications Support AnalystServer SupportAD Support AnalystNetwork AdministratorStorage/SAN Administrator People Technical Analyst – BES Desktop Support Applications Support Raised Floor Operations Network Customer Applications/Software Outlook, Thunderbird, Mail, GroupWise, Gmail Server Applications Exchange BES Operating System Linux Windows Linux Windows Directory Services Storage & Backup Virtual Environment Data Center User Devices Laptop, Tablet, Cell Phone (as per company policy) Email Service

17. Info-Tech Research Group17Info-Tech Research Group17 Using the extended service catalog Service A A A Service B D D B B E E C C F F Contract 1 - Vendor XYZ Contract 2 - Vendor XYZ Example 1 An IT organization operates in very distinct silos, even within the technology groups. They discover through the catalog initiative that multiple departments have support contracts with the same outsourced service provider. The initiative identifies an opportunity to reduce support costs and streamline organizational support flow through consolidation of the outsourced service provider contracts.

18. Info-Tech Research Group18Info-Tech Research Group18 Using the extended service catalog Service A A A Service B A A B B Application Server D D Example 2 As IT is identifying services, they realize that the organization is using the same core application server cluster for all critical services. Each project has one FTE allocated for support of this cluster. Based on current utilization, only one FTE is required to properly support the servers, allowing the organization to optimize and free resources for other required work. 1 FTE Service A A A Service B A A B B Application Server D D 1 FTE

19. Info-Tech Research Group19Info-Tech Research Group19 Using the extended service catalog The extended catalog helps IT identify this resourcing gap with visual and mapping tools. Accurately documenting these roles and responsibilities is critical to highlight and address gaps while ensuring consistent service operation. Example 3 Multiple services in the organization utilize an sFTP service for large bundle jobs. This service underpins a number of critical services, yet there is no group assigned to support this enabling service within the organization. Service A sFTP Service ? Service B sFTP Service ?? Service C sFTP Service Service A Service B Service C sFTP Support

20. Info-Tech Research Group20Info-Tech Research Group20 Identifying relationships between technical components improves the ability to accurately assess change impact and associated risk. The change can be communicated and approved by stakeholders and proper testing can be designed. Service A’s change to the underpinning server will affect service C, but not B. Service A Service B Service C Server X X ✓ ✓ Service to be upgraded Example 4 The service owner needs to implement a change on a server to support an upgrade to a service application. The extended service catalog showed that another critical service depends on that server as well. Using the extended service catalog

21. Info-Tech Research Group21Info-Tech Research Group21 Service-Based Costing 1 1 Want to know how much each IT service is costing you? Gain a better understanding of the true cost of IT. Service- based costing can help justify IT expenses and increase budgetary allotment. Chargeback 2 2 Want to hold each business unit accountable for the IT services they use? Some business units abuse IT services because they think they are free or unlimited. Keep units accountable and charge for what they use. CMDB 3 3 Get to the bottom of your technical components and understand all the dependencies. A configuration management database takes the further step of identifying the configuration items (CIs) and all the building blocks of a technology. Extending the catalog also helps you expedite the process for the following initiatives Technical Components Start with a User- Facing Service Catalog

22. Info-Tech Research Group22Info-Tech Research Group22 CIO call to action Help complete the project by taking ownership of these six responsibilities: Throughout the project, the CIO should: Maintain visible support for the project Be available for help and direction when necessary Understand the service catalog initiative is a big investment of time and effort Throughout the project, the CIO should: Maintain visible support for the project Be available for help and direction when necessary Understand the service catalog initiative is a big investment of time and effort The CIO plays an important role in this project. Without the CIO’s active engagement, catalog initiatives tend to struggle and stall, not achieving the intended value and utility. 1 1 Communicate the project idea with each head of department independently 2 2 Select an experienced project leader who will guide the project 3 3 Help to identify stakeholders and project team members 4 4 Attend and lead the kick- off meeting 5 5 Create checkpoints to touch base regularly with the project team and receive updates 6 6 Launch the catalog and communicate the kick-off to IT staff members

23. Info-Tech Research Group23Info-Tech Research Group23 Selecting the right project leader requires a detailed assessment of their skills The project leader doesn’t need to understand all the pieces of the puzzle, but they need to understand how the pieces fit together from both a people and technical perspective. While having detailed knowledge of all technical components is not necessary, at a minimum, the project leader must have a high-level understanding of the technology. Comprehensive Knowledge of IT Completing this project requires time commitment from IT. All IT teams need to be on board for this project to be a success. The project leader must leverage their existing relationships within the IT teams. Relationships Across IT Extending the catalog is a big job, and the project leader must have enough authority to drive the project to completion. The project leader must hold a visible, senior position and be able to marshal all the necessary resources to ensure the success of the project. The ability to exert impact and influence in IT is a must. Influential & Impactful The project leader acts on behalf of the CIO and must be a senior-level resource who has extensive knowledge of the IT organization and experience in marshalling resources. This person needs to have a positive attitude, the ability to work across functional areas, and the ability to facilitate a variety of personalities.

24. Info-Tech Research Group24Info-Tech Research Group24 Use these icons to help direct you as you navigate this research This icon denotes a slide where a supporting Info-Tech tool or template will help you perform the activity or step associated with the slide. Refer to the supporting tool or template to get the best results and proceed to the next step of the project. This icon denotes a slide with an associated activity. The activity can be performed either as part of your project or with the support of Info-Tech team members, who will come onsite to facilitate a workshop for your organization. Use these icons to help guide you through each step of the blueprint and direct you to content related to the recommended activities.

25. Info-Tech Research Group25Info-Tech Research Group25 Building a technical service catalog to assess and mitigate service impacts on critical systems The Need: Healthcare Provider The organization was expected to integrate and supply healthcare services to clinicians and healthcare providers in numerous locations. These services would support or supply critical and non-critical clinical applications for patient care and would need to be available 24/7/365. There had already been a number of change-related incidents and outages in the core services. The Approach: Extending the Service Catalog The organization decided to define all services within a service catalog and associate all related technical services, dependencies, and processes within its catalog and hierarchy. Dependencies were then built into the CMDB and service management tool to enable fine-grained change impact assessment, approval routing, event monitoring, and rapid incident/problem diagnosis and resolution. Results Documenting people, process, and technology with dependencies in the service catalog provided a foundational technical view with a service orientation. This led to critical improvements to the incident, problem, and change management processes. Service availability improved across all services and service risk decreased with the proper understanding of dependencies. CASE STUDY IndustryHealthcare Extending the service catalog was a necessary step for us to reach our future goals. The exercise itself has been eye- opening, and even as a VP, I was amazed at the level of complexity and the amount of resources required to deliver a user- facing service such as email. This project will help us greatly improve our understanding of the building block components of each service.

26. Info-Tech Research Group26Info-Tech Research Group26 Consulting “Our team does not have the time or the knowledge to take this project on. We need assistance through the entirety of this project.” Guided Implementation “Our team knows that we need to fix a process, but we need assistance to determine where to focus. Some check-ins along the way would help keep us on track.” DIY Toolkit “Our team has already made this critical project a priority, and we have the time and capability, but some guidance along the way would be helpful.” Workshop “We need to hit the ground running and get this project kicked off immediately. Our team has the ability to take this over once we get a framework and strategy in place.” Diagnostics and consistent frameworks used throughout all four options Info-Tech offers various levels of support to best suit your needs

27. Info-Tech Research Group27Info-Tech Research Group27 Best-Practice Toolkit 1.1 Create a powerful mission statement 1.2 Obtain buy-in from stakeholders 1.3 Assemble a well- balanced project team 1.4 Create metrics to track the success of your project 2.1 Determine service- specific technology categories 2.2 Identify technology that is specific to a service 2.3 Document the technology in the service definition chart and service visual diagram 3.1 Determine threshold for underpinning services 3.2 Identify underpinning technology 3.3 Document the underpinning technology in the service definition chart and service visual diagram 4.1 Determine roles required to deliver a user- facing service 4.2 Document the activities 4.3 Document the roles & process in the service definition chart and service visual diagram Guided Implementations Identify the project leader with the appropriate skills Assemble a well- rounded project team Develop a mission statement and change messages Create categories for service-specific technology Identify technology specific to a service Determine threshold for underpinning services Identify underpinning services and their components Identify the major teams involved in service delivery Identify the people & process required to support a user-facing service Onsite Workshop Module 1: Launch the project and complete the project charter Module 2: Identify and document service-specific technology Module 3: Identify and document underpinning services Module 4: Identify and document supporting roles and processes Launch the Project Service-Specific Technology Underpinning Services People & Processes Create an IT View of the Service Catalog – project overview

28. Info-Tech Research Group28Info-Tech Research Group28 Contact your account representative or email Workshops@InfoTech.com for more information.Workshops@InfoTech.com Workshop Day 1Workshop Day 2Workshop Day 3Workshop Day 4 Activities Launch the Project 1.1 Create a powerful mission statement 1.2 Obtain buy-in from stakeholders 1.3 Assemble a well- balanced project team 1.4 Create metrics to track the success of your project Identify Service-Specific Technology and Underpinning Services 2.1 Determine service- specific technology categories 2.2 Identify service- specific technology 2.3 Determine threshold for underpinning services 2.4 Identify underpinning technology Identify People & Processes 3.1 Determine roles required to deliver a user- facing service based on the organizational structure 3.2 Document the activities Complete the Service Definition Chart and Visual Diagram 4.1 Document all the previous steps in the service definition chart and service visual diagram 4.2 Review service definitions and discuss how they could be used Deliverables 1.Project charter 2.Methodology training deck 1.Service definitions chart 2.Service visual diagram 1.Service definitions chart 2.Service visual diagram 1.Service definitions chart 2.Service visual diagram Workshop overview