1. IT Services and Service Catalog
Greg Hines 1

2. What is a Service Catalog?2

3. What is a Service? 3

4. What is a Customer? 4

5. Terms Customers and users are different: Customers
Activities
Concepts
Value
Customers and users are different:
Customers
someone who buys goods and/or services
an IT customer is the person or group of people who defines and agrees the service level targets
Users
People who use IT services on a day-to-day basis
IT Service
Organization
Users
Services
Customers define service level requirements which, when documented, become service level targets. Services are delivered to users which, when meeting the targets, deliver value to customers. The third “side” of this triangle, communication between customers and users is not an area that IT has direct control over. As such, it becomes a risk. Customers could define service level requirements which do not match users’ needs. Then, even if IT is meeting the agreed targets, value may not be delivered. IT must do all it can to facilitate the customer-user communication in order to lessen the risk to an acceptable level.
Svc Level Targets
Customers
Value

6. Terms
Activities
Concepts
Value
What is a Service? 6

7. Terms - Old Definition
Terms
Activities
Concepts
Value
A service is one or more IT systems that enable a business process.
If we think about the origination of computerized accounting systems, the original computer hardware, software and support personnel were staff of the accounting department. Manufacturing, human resources, and other departments also had their own IT infrastructure and staff. As such, these departments undertook the SPECIFIC related costs and risks. As organizations matured, they realized that a centralized IT department provided more value. The SPECIFIC costs and risks were transferred to the central IT department, although the generic costs and risks are still borne by the individual departments.

8. Terms – New Definition
Terms
Activities
Concepts
Value
A service is a means to deliver value to customers by facilitating outcomes customers want to achieve without (them) having to undertake the ownership of specific costs and risks.
do it yourself
automate
specific
costs
and
risks
If we think about the origination of computerized accounting systems, the original computer hardware, software and support personnel were staff of the accounting department. Manufacturing, human resources, and other departments also had their own IT infrastructure and staff. As such, these departments undertook the SPECIFIC related costs and risks. As organizations matured, they realized that a centralized IT department provided more value. The SPECIFIC costs and risks were transferred to the central IT department, although the generic costs and risks are still borne by the individual departments.
pay someone

9. Example Business Services
Terms
Activities
Concepts
Value
Service
Telecommunications
Telephone
Pager
Voice mail
Intranet paging
Resource Scheduling
Conference rooms
Equipment
Training rooms
Finance/Accounting
General ledger
Accounting functions
Decision support
Reporting
Budgeting
Revenue
Procurement/Supply Chain Management
Requisitioning
Purchase orders
Warehouse
Inventory control
Dispensing?
Human Resources
Payroll
Job posting
Benefits
Professional development/education
Time and attendance
Staff Scheduling
Performance Management
Travel
Meeting requests
Expense reports
System Access (Security)
Grant
Request
Biometrics
Training on IT
Desktop training
Systems training
IT professional development
Service Desk
Off the shelf desktop applications
Incidents and service requests
Remote Access
VPN
Remote to desktop
Tokens
End User Technology
Install hardware
Install software
Move hardware
Change software
Network access (patching/port enablement)
Printer/output management
Mobility device
Disposal
Lifecycle
Consulting
Project Management
Collaborative Services
E mail
Mobility services
Collaborative software
Web based meetings
Video conferencing
Teleconferencing
Report Generation/Information Warehouse
Document Imaging
Sales and Marketing*
Facilities and Maintenance*
Physical Security Access
Wireless Access (guest)
Data Storage, Backup and Recovery
Infrastructure Services
Network
Storage
Printing
Data center
SPAM Filtering
Relaying
Information

10. Terms
Terms
Activities
Concepts
Value
A service catalog is a document (or database) providing information about all live IT services, including those available for deployment.

11. Sample Business Service Catalog
Description
Applications
Number of Users
Business Criticality
IT Service Desk
This service provides for a single point of contact with the information technologies division for all IT service disruptions, IT questions and IT service requests via telephone, facsimile, electronic mail and self service.
3,000 2
Electronic Messaging
This service provide electronic communications for users via electronic mail (workstation, internet and hand held access), chat and other means.
Lotus Notes
Blackberry
AOL Chat 3
Workstation Services
This service provides for new workstation installation, workstation movement, workstation retirement, installation of workstation software and upgrades of workstation hardware. 1
Terms
Activities
Concepts
Value

12. Business Service Catalog Technical Service Catalog
Terms
Terms
Activities
Concepts
Value
There are two type of Service Catalogs:
Business Service Catalog – displays the customer view of the service catalog and listing all services delivered to customers together with relationships to the business units and the business processes that rely on the IT services
Technical Services Catalog – displays details of the IT services as well as supporting IT services, shared services, CIs, etc. necessary to provide the service (not visible to customers)
Business
Process 1
Business
Process 2
Business
Process 3
Business
Process 4
Business Service Catalog
Service A
Service B
Service C
Service D
Service E
Technical Service Catalog
Support
Services
Hardware
Services
Software
Services
Network
Services
Data
Services

13. Example Technical Services
Terms
Activities
Concepts
Value
Network
Data transport – Network equipment – switches/routers
Data transport – Network equipment
Network monitoring
Network management
Secure access to external and internal resources
Secure access to and from Internet
Data transport - wired network installation
Data transport - wired network maintenance
Data transport - wired network decommissioning
Data transport - wireless network installation
Data transport - wireless network maintenance
Data transport - wireless network decommissioning
Cable Head In - Maintenance and Repaire
Cable Head In - Administration
Cable Relocates (Physical)
Cable TV Fiber Setup/Teardown
Applications Development
Application Development (Design, Development, Documentation)
Incident management
Consulting (Iternal Software Evaluations)
Implementation coordination
Money Transfers
Report Development (Crystal Reports, batch, etc.)
Web Development and Administration
GIS Development and Administration
Web Content Management
Research
Application Monitoring
Application Management (maintenance, patch management)
Training (early life support)
Access Database Development
Testing
Requirements Gathering
Forms Development
Database
Database installation
Database tuning
Database backup/restore
Database account management
Database schema changes
Database consulting
Database management
Database monitoring
Research
Server
Account management
Server management
Server monitoring
SAN Enterprise Storage Area management
SAN Enterprise Storage Area configuration
Internet Security and Connection service
Active Directory management
Server provisioning
Infrastructure application maintenance

14. Terms This is not a best practices type of service catalog!
Activities
Concepts
Value
Service catalogs are not the same as a front end for user requests:
Many organizations, misled by software vendors, perceive a service catalog to be an automated way for users to request certain services.
This is not a best practices type of service catalog!

15. Activities define “service” and services
Terms
Activities
Concepts
Value
define “service” and services
build a service catalog policy
produce and maintain an accurate service catalog
interface and align with Service Portfolio Management and the Service Portfolio
interface and align with Service Asset and Configuration Management and the Configuration Management System (CMS) including:
related services
related configuration items (CIs)

16. Concepts A Service Catalog Policy should be created which identifies:
Terms
Activities
Concepts
Value
A Service Catalog Policy should be created which identifies:
What
Services?
Roles/
Responsibilities
Service
Catalog
Policy
Which
service
details?
What is
the scope?
What
service
statuses?

17. Concepts Include: all services operating in the live environment
Terms
Activities
Concepts
Value
Include:
all services operating in the live environment
all services being transitioned into the live environment

18. Concepts
Terms
Activities
Concepts
Value
A service portfolio is a mechanism used to manage the investment in IT services over its life.
The service portfolio has three parts:
Service Portfolio
Service State:
a subset of services moving through “pre-design” state which are not yet visible to the customer
Service Pipeline
Requirements Gathered
Defined
Analyzed
Approved
Chartered
a published subset of services being designed and/or available to the customer
Service Catalog
Designed
Developed
Built
Tested
Released
Made Operational
Service Retirement
Retired

19. Value to the Business
Terms
Activities
Concepts
Value
cost savings to the business (in terms of time) due to a central source of information on the IT services delivered by IT being made available
cost savings to IT (in terms of time) because this information is available to IT enabling more rapid identification of services and service owners
cost savings to IT and customers since the service catalog can aid in setting customer expectations of IT services

20. Value to IT initial basis for determining charges for services
Terms
Activities
Concepts
Value
initial basis for determining charges for services
change management impact analysis data source – especially business impact/priority
IT communications source (change management, incident management, problem management, release and deployment management) – business owner, business contact, escalation contact
IT reference source (change management, incident management, problem management, release and
deployment management) – especially service
owner
aids in the creation of categorization hierarchies
for incident management and problem
management

21. Value to IT
Terms
Activities
Concepts
Value
aids in the ability for incident management to better prioritize incidents and identify major incidents
aids in the ability for incident and problem management to better escalate incidents and problems to the correct team
aids change management in selecting appropriate change advisory board and emergency change advisory board members
provides a list of services that service level management needs to be sure are covered by service level
agreements
provides a list of services that need to be
measured, monitored and reported on

22. Value to IT
Terms
Activities
Concepts
Value
performing a Business Impact Analysis (BIA) as part of IT Service Continuity Management planning
starting place for re-distributing workloads as part of Capacity Management

23. Sample Business Service Catalog
Summary
Service
Customer/User
Sample Business Service Catalog
Service
Description
Applications
Number of Users
Business Criticality
IT Service Desk
This service provides for a single point of contact with the information technologies division for all IT service disruptions, IT questions and IT service requests via telephone, facsimile, electronic mail and self service.
3,000 2
Electronic Messaging
This service provide electronic communications for users via electronic mail (workstation, internet and hand held access), chat and other means.
Lotus Notes
Blackberry
AOL Chat 3
Workstation Services
This service provides for new workstation installation, workstation movement, workstation retirement, installation of workstation software and upgrades of workstation hardware. 1
Policy
Business/Technical Service Catalog

24. Questions