1. DEFINE YOUR SERVICES SERVICE DEFINITION RYAN COOPER

2. WHY – AUDIENCE Re-group IT – Customer, Customer, Customer, Customer…… Improve Customer Satisfaction Staff Retention Shielding your group from Outsourcing Visibility Difficult Customers 1

3. WHAT IS A SERVICE? ITIL Definition A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks What Service do you facilitate and deliver today? 2

4. FIRST THINGS FIRST IS YOUR OFFERING A SERVICE? What business objective does it support? Can it be consumed by the Customer? 3

5. FIRST THINGS FIRST NEW OR EXISTING Similar or Like Service exist in the Service Catalog? Why do you need this service? Third Party? Customer Confusion? Is it really an additional feature? When will you phase out current service? Is your Customer unhappy with the current offering? 4

6. WHO IS NEEDED? Business Sponsor Service Owner Service (Delivery) Manager Finance Security Customer Support SME 5

7. NEW SERVICE THE WHAT & HOW What is/are the… Scope Benefits to your Customer Limitations Costs Requirements – Terms of Use – Eligibility How will… Customers request assistance IT Provide this service? 6

8. NEW SERVICE APPROACH – SCOPE & BENEFITS Customer description Business Terminology Customer Perspective 7

9. NEW SERVICE APPROACH – LIMITATIONS & COSTS Technical Support Geography 8

10. NEW SERVICE APPROACH – REQUIREMENTS Process Mapping – Use Case Pre-requisites Customer and IT Expectations 9

11. NEW SERVICE APPROACH – DELIVERING How will you deliver the service? Outsourcing a piece or whole Facilitate outcomes – “The art of good business is being a good middle-man” – Eddie Temple Provide value – “the importance, worth, or usefulness of something. Leverage process mapping to understand duration, costs and bottlenecks 10

12. SERVICE EXERCISE 11 What business objective does it support? Can it be consumed by the Customer? New or Existing? Scope – Who is the Customer? Benefits to your Customer? Limitations? Costs? Requirements? How can I request this request How is the Service delivered?

13. SERVICE EXERCISE 12 What business objective does it support? Can it be consumed by the Customer? New or Existing? Scope – Who is the Customer? Benefits to your Customer? Limitations? Costs? Requirements? How can I request this request How is the Service delivered?

14. BENEFITS Synchronization Kickoff CSI Asset Utilization ROI Improve morale Hero 13

15. ALIGNMENT SERVICE DEFINITION OUTPUTS SLA/OLA Service Catalog Content Service Levels – KPI’s Service Lifecycle Map “Handshake to a Formal SLA” – Kirsten Martinez & Ann Swancer (Friday 9:30am) 14

16. QUESTIONS? 15