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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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
Service
100+ requests
(transactional in nature)
New account
New distribution group
Expand folder size

9. 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

10. 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

11. 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:
Specific way of delivering the service based on given technology or service level
Example: Gmail

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

13. 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

14. 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

15. 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

16. Defining Services
Review Service Offering Template

17. 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

18. Hands-on Activity: Defining a Service
Divide into pairs
Use the Service Offering Template hand-out or download the template from
Pick a service offering and complete the template
Reconvene at __:__
Discuss learnings and challengers from the exercise

19. 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

20. Implementing a Service Catalog

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

22. 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

23. Questions & Answers
Thank you for actively participating in the session!
Reg Lo Leah Lang
For questions about the working group:

24. Appendix

25. 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