Presentation on theme: "The importance of the service catalogue to the service desk"— Presentation transcript:
1 The importance of the service catalogue to the service desk Colin Rudd, Chairman, itSMF UKAndrew 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 catalogueUse of the service catalogue within the service desk activities and service management processesSummary 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 needsthe 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 technologythe 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 providerSupportTeamsSuppliersService DeskCustomers and usersServiceDeskSystemIncidentsRequestsProblemsChanges
8 Service desk information and workflows Service providerSupportTeamsSuppliersService DeskCustomers and usersServiceDeskSystemIncidentsRequestsProblemsChanges
12 Review the service catalogue requirements Talk to your customers and business and establish:the business / organizational needsthe customer /user needsTalk to IT teams and establish:the IT needsthe management needsWho 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 catalogueService catalogueBusiness process 1Business process 2ExternalcustomersBusiness / customer service catalogue viewService CService DService AService BCustomer-facing serviceSupporting serviceService 2Service 3Service 4Service 5Technical / supporting service catalogue viewService 1Links to related informationService assets / configuration records
14 Service request workflow Service request menu /catalogueService catalogueRequest fulfilment processService requestRequest for change (RFCs)Request model(s)UserFulfilled service requestWorkflows / tasks
15 Incident workflow Service catalogue User Incident received and logged Incident categorizedIncident prioritizedService catalogueUserMajor incident processMajor 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 ownersBusiness / customer / user contactsSupport contactsSupplier contactsEscalation contactsBusiness users /super usersService hours / support hoursService reviewsService reporting
20 Use of the service catalogue Aligning and integrating with business needsChanging the focus and culture of ITSupporting a service portal and a service dashboardCommunication, by establishing customer and user communities, possibly using social mediaDriving processes from a business / service perspectivePrioritising activities and workloadsIdentifying improvements and areas of weakness
21 Service desk information and workflows Service providerSupportTeamsSuppliersService DeskCustomers and usersServiceKnowledgeManagementSystem (SKMS)IncidentsRequestsProblemsChangesServiceDeskSystemIncidentsRequestsProblemsChangesService portalServiceCatalogue
22 Shift left policy Service management architecture Service Desk System Service providerSupportTeamsSuppliersIntegrated management ToolsService management systemInfrastructureIncidentRequestChangeSLMSCMProblemEventKnowledgeSupplierShift left policyService DeskCustomers and usersServiceKnowledgeManagementSystem (SKMS)ServiceDeskSystemIncidentsRequestsProblemsChangesService portalIncidentsRequestsChangesSLAsReportsContractsProblemsKnowledgeCIsServiceCatalogue
23 Service desk information and workflows Service providerSupportTeamsSuppliersService DeskCustomers and usersServiceKnowledgeManagementSystem (SKMS)IncidentsRequestsProblemsChangesServiceDeskSystemIncidentsRequestsProblemsChangesService portalServiceCatalogue
24 Service management architecture Service providerSuppliersIntegrated management ToolsService management systemInfrastructureIncidentRequestChangeSLMSCMProblemEventKnowledgeSupplierService DeskCustomers and usersSKMSCMSServiceCatalogueIncidentsRequestsChangesSLAsReportsContractsProblemsKnowledgeCIsSuppliersToolsInfrastructureService portal
25 SummaryThe service catalogue is probably the single most important area of service managementIt should be used to align with business priorities and drive and prioritise all other processes and activities, including:Understanding of critical business process and servicesService desk activity, process and workflowsGreater transparency and access to information for allImproved user, customer and business communicationTo reduce workload, bureaucracy and delaysTo drive improvements in all areas
26 Service Catalog in ServiceDesk Plus Andrew Navin, ServiceDesk Consultant, ManageEngine
29 Present Across : 186 countries ServiceDesk PlusCurrent Version 8.2Customer Base: 20,000+Languages Supported: 29Present 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 PlusIT Request Management (Service Catalog)Form DesignerSeparate views for Requester / Technician for the same templateAccess permissions based on Support Groups/ User groupsAdditional fields (common and Service category specific)Default values / Mandatory optionsResource Info section
33 ServiceDesk Plus IT Request Management (Service Catalog) Template ActionsSoftware Installation / Un-Installation with Desktop Central integration.Run Scripts
34 IT SLA Management(Incident and Service Requests) ServiceDesk PlusIT SLA Management(Incident and Service Requests)Service RequestsIndividual SLA's for Service Items.Set the Service Delivery time on the Service Request.4 levels of Escalation for SLA violations.SLA Violated Reports
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