1. The importance of the service catalogue to the service desk
Colin Rudd, Chairman, itSMF UK
Andrew Navin, ServiceDesk Consultant, ManageEngine

2. Agenda What is a service and what is a service catalogue?
What can a service catalogue do for the service desk?
Service desk involvement in the service catalogue
Use of the service catalogue within the service desk activities and service management processes
Summary and conclusions

3. What is a service catalogue?
A database or structured document with information about all live IT services, including those available for deployment.
Note: this does not include functions, processes, activities roles, responsibilities, service components, service requests, etc

4. Use and objectives Why do we need a service desk ?
Why do we need a service catalogue?
What will you use the service desk for?
What will you use the service catalogue for

5. Review the service desk requirements
Talk to your users and customers to establish:
the business / organizational needs
the customer /user needs and desires:
the type of service desk: (local, centralized, virtual, ‘follow the sun’, in-house, outsourced, business knowledge, technology knowledge or both ……..)
the scope and technology
the capability and processes (first line, second line,…)
the information access (tools, catalogue, SKMS, ….)
the metrics and continual improvement

6. Review SD accountability and scope
Incident management: incident records Service request fulfilment: service request records Knowledge management: knowledge articles Change management: change records Problem management: problem and known error records Service catalogue: ???????????????????

7. Service desk information and workflows
Service provider
Support
Teams
Suppliers
Service Desk
Customers and users
Service
Desk
System
Incidents
Requests
Problems
Changes

8. Service desk information and workflows
Service provider
Support
Teams
Suppliers
Service Desk
Customers and users
Service
Desk
System
Incidents
Requests
Problems
Changes

9. Service value and service assets
Management
Organisation
Processes
Knowledge
Capabilities
Coordinate,
control and
deploy
People
Service
Asset
types
Information
Applications
Infrastructure
Financial capital
Resources
© Crown Copyright reproduced under license from the Cabinet Office

10. Service value and service assets
Increased value and ROV
Management
Organisation
Processes
Knowledge
Capabilities
Coordinate,
control and
deploy
People
Increase
performance
Reduce
risk
Performance of customer assets
Service
Asset
types
Information
Applications
Infrastructure
Financial capital
Resources
© Crown Copyright reproduced under license from the Cabinet Office

11. Service value and service assets
Increased value and ROV
Management
Organisation
Processes
Knowledge
Capabilities
Coordinate,
control and
deploy
People
Increase
performance
Reduce
risk
Performance of customer assets
Service
Asset
types
Information
Applications
Infrastructure
Financial capital
Resources
© Crown Copyright reproduced under license from the Cabinet Office

12. Review the service catalogue requirements
Talk to your customers and business and establish:
the business / organizational needs
the customer /user needs
Talk to IT teams and establish:
the IT needs
the management needs
Who is going to use the service catalogue and what are they going to use it for?

13. Links to related information Service assets / configuration records
Service catalogue
Service catalogue
Business process 1
Business process 2
External
customers
Business / customer service catalogue view
Service C
Service D
Service A
Service B
Customer-facing service
Supporting service
Service 2
Service 3
Service 4
Service 5
Technical / supporting service catalogue view
Service 1
Links to related information
Service assets / configuration records

14. Service request workflow
Service request menu /
catalogue
Service catalogue
Request fulfilment process
Service request
Request for change (RFCs)
Request model(s)
User
Fulfilled service request
Workflows / tasks

15. Incident workflow Service catalogue User Incident received and logged
Incident categorized
Incident prioritized
Service catalogue
User
Major incident process
Major incident?
Incident process

16. What information do we need within the service catalogue for the service desk?

17. Service catalogue information
Service name Service description Service outcomes Service status Business owners Service owners
Business / customer / user contacts
Support contacts
Supplier contacts
Escalation contacts
Business users /super users
Service hours / support hours
Service reviews
Service reporting

18. Categorisation / classification of services
Type: customer facing (business), supporting
Value / criticality: high, medium, low
Sourcing: internal, external
Security: unclassified, classified, ….
Applicability: global, regional, local

19. Relationships Other services: plus: and: Incidents, SLAs / SLA targets
Changes,
Problems,
CIs, …
and:
SLAs / SLA targets
OLAs targets
Contracts / contract targets, ….

20. Use of the service catalogue
Aligning and integrating with business needs
Changing the focus and culture of IT
Supporting a service portal and a service dashboard
Communication, by establishing customer and user communities, possibly using social media
Driving processes from a business / service perspective
Prioritising activities and workloads
Identifying improvements and areas of weakness

21. Service desk information and workflows
Service provider
Support
Teams
Suppliers
Service Desk
Customers and users
Service
Knowledge
Management
System (SKMS)
Incidents
Requests
Problems
Changes
Service
Desk
System
Incidents
Requests
Problems
Changes
Service portal
Service
Catalogue

22. Shift left policy Service management architecture Service Desk System
Service provider
Support
Teams
Suppliers
Integrated management Tools
Service management system
Infrastructure
Incident
Request
Change
SLM
SCM
Problem
Event
Knowledge
Supplier
Shift left policy
Service Desk
Customers and users
Service
Knowledge
Management
System (SKMS)
Service
Desk
System
Incidents
Requests
Problems
Changes
Service portal
Incidents
Requests
Changes
SLAs
Reports
Contracts
Problems
Knowledge
CIs
Service
Catalogue

23. Service desk information and workflows
Service provider
Support
Teams
Suppliers
Service Desk
Customers and users
Service
Knowledge
Management
System (SKMS)
Incidents
Requests
Problems
Changes
Service
Desk
System
Incidents
Requests
Problems
Changes
Service portal
Service
Catalogue

24. Service management architecture
Service provider
Suppliers
Integrated management Tools
Service management system
Infrastructure
Incident
Request
Change
SLM
SCM
Problem
Event
Knowledge
Supplier
Service Desk
Customers and users
SKMS
CMS
Service
Catalogue
Incidents
Requests
Changes
SLAs
Reports
Contracts
Problems
Knowledge
CIs
Suppliers
Tools
Infrastructure
Service portal

25. Summary
The service catalogue is probably the single most important area of service management
It should be used to align with business priorities and drive and prioritise all other processes and activities, including:
Understanding of critical business process and services
Service desk activity, process and workflows
Greater transparency and access to information for all
Improved user, customer and business communication
To reduce workload, bureaucracy and delays
To drive improvements in all areas

26. Service Catalog in ServiceDesk Plus
Andrew Navin, ServiceDesk Consultant, ManageEngine

27. Editions STANDARD EDITION ENTERPRISE EDITION PROFESSIONAL EDITION
Helpdesk Software
PROFESSIONAL EDITION
Standard Edition + Asset Management
ENTERPRISE EDITION
Professional Edition + ITIL Compliant+ Project Management

28. ServiceDesk Plus

29. Present Across : 186 countries
ServiceDesk Plus
Current Version 8.2
Customer Base: 20,000+
Languages Supported: 29
Present Across : 186 countries

30. ServiceDesk Plus IT Request Management (Service Catalog)
Service categories (IT / Business)
Service Items / Service Templates

31. IT Request Management (Service Catalog)
ServiceDesk Plus
IT Request Management (Service Catalog)
Form Designer
Separate views for Requester / Technician for the same template
Access permissions based on Support Groups/ User groups
Additional fields (common and Service category specific)
Default values / Mandatory options
Resource Info section

32. IT Request Management (Service Catalog)
ServiceDesk Plus
IT Request Management (Service Catalog)
Workflow
Multi Level approval (5 stages )
Configure Approval Rules
Define SLA (service delivery time)
Pre-configure Tasks

33. ServiceDesk Plus IT Request Management (Service Catalog)
Template Actions
Software Installation / Un-Installation with Desktop Central integration.
Run Scripts

34. IT SLA Management(Incident and Service Requests)
ServiceDesk Plus
IT SLA Management(Incident and Service Requests)
Service Requests
Individual SLA's for Service Items.
Set the Service Delivery time on the Service Request.
4 levels of Escalation for SLA violations.
SLA Violated Reports

35. Thank You