1. What’s In Your Service Catalog?
IT Procurement in an ITIL World
Cynthia Meyer
Manager, IT Contracts & Procurement

2. Agenda From the Capability Maturity Model… …To ITIL
Supplier Management according to ITIL
Where does Procurement fit
What’s a Service Catalog
WIIFM
Delivery of Procurement Services
What’s in My Service Catalog
Questions

3. Remember the Capability Maturity Model?
CMM can be applied to virtually anything…

4. Well, not really…

5. The ITIL Lifecycle

6. What’s ITIL (Got To Do With It)?

7. ITIL & ITSM
ITIL: Set of best practices for IT Service Management that focus on aligning IT services with business needs
ITSM: Activities performed to plan, deliver, operate, and control IT services to customers
Directed by policies
Organized & structured in processes and supporting procedures

8. ITIL & Supplier Management

9. Supplier Management According to ITIL
Obtain value for money from suppliers
Ensure that suppliers & their contracts support the needs of the business
Ensure that suppliers meet their contractual commitments
Involve key suppliers in all stages of the service lifecycle, managed throughout, to support IT and business targets
It’s really about Service!

10. Where Does Procurement Fit?
According to ITIL, it’s part of Supplier Management, along with:
Contract management/maintenance
Supplier selection
Development & negotiation of contracts
Contract review, renewal, termination
Management of supplier performance
Improvement opportunities & plans
Dispute resolution
Maintenance of standard contracts, terms & conditions

11. Stuck in the Middle (With You)
Procurement is in the middle between:
Apps and Ops and InfoSec
IT and the Business
IT and Legal
IT and Finance
IT and the Supplier
We see how all the parts fit together
Now we need to talk the talk AND walk the walk

12. It’s All About That Base(line)
Critical Success Factor (CSF) = Element necessary for achieving success
Objectives/Goals
Key Performance Indicator = Metrics used to measure CSFs
Many metrics may be measured
Only the most important are considered KPIs

13. That Base(line), No Trouble
Examples
Obtain value for money from suppliers/contracts
CSF: Reduce cost for same level of goods/services
KPI: Reduce total annual IT spend
KPI: Maintain quality of goods/services
CSF: Maintain cost for increased goods/services
KPI: Cost of goods/services remains constant
KPI: Quantity increased and/or quality improved
Manage supplier performance
CSF: Defined performance targets in each contract
KPI: Increase # of contracts that include performance targets and consequences
CSF: Supplier performance monitored
KPI: Reduction in missed performance targets

14. What’s a Service Catalog?
According to ITIL: a database or structured document with information about all live IT services, including those available for deployment
Service Catalog is the only part of ITIL Service Portfolio published to the Customer
Service Catalog is used to support the sale and delivery of IT services

15. What’s in a Service Catalog?
The Service Catalog includes information about:
Service description
Deliverables
Prices
Contact points
Ordering/request processes
Availability/Target availability
Prerequisites/dependencies for service
Service Owner, Service Representative

16. WIIFM Helps my customers understand my service offerings
Sets expectations for delivery of services
Provides standardized processes for service delivery
Promotes standards (suppliers, products, services)
Aligns my services with the rest of IT

17. Delivery of Procurement Services
Service Desk/Help Desk service request tickets for Procurement services
Provides a “one stop shop” for incidents and requests
Service catalog to “shop” from
Expected lead times
Channel for communications
Tracking of performance metrics
The ultimate procurement service catalog

18. What’s in My Service Catalog?
Procurement of IT Products & Services
IT Contracts
Negotiations
Administration
Supplier management
Asset management
Wait! What?

19. Questions to Ponder Asset management? Really?
More tomorrow morning about Asset Management and Procurement’s role
How do your customers order your services?
Do you measure your workload?
Do you track your performance?

25. Evaluation and Materials
Questions?
Evaluation and Materials
Take this time to go the conference app find this class, and fill out evaluation.
If you need the PowerPoint, it’s on your thumbdrive