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

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Presentation on theme: "The importance of the service catalogue to the service desk Colin Rudd, Chairman, itSMF UK Andrew Navin, ServiceDesk Consultant, ManageEngine."— Presentation transcript:

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

2 Slide 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 Slide 3 What is a service catalogue?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 Slide 4 Use and objectivesUse 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 Slide 5 Review the service desk requirementsReview 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 Slide 6 Review SD accountability and scopeReview 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 Slide 7 Service provider Support Teams Suppliers Service desk information and workflows Service Desk System Incidents Requests Problems Changes Customers and users Service Desk

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

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

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

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

12 Slide 12 Review the service catalogue requirementsReview 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 Slide 13 Service 2 Service 3 Service 4 Service 5 Technical / supporting service catalogue view Service 1 Business process 1 Business process 2 External customers Business / customer service catalogue view Service C Service D Service A Service B Service catalogueService catalogue Links to related information Service assets / configuration records Service catalogue Customer-facing service Supporting service

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

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

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

17 Slide 17 Service catalogue informationService 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 Slide 18 Categorisation / classification of servicesCategorisation / classification of services Type: customer facing (business), supporting Value / criticality: high, medium, low Sourcing: internal, external Security: unclassified, classified, …. Applicability: global, regional, local

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

20 Slide 20 Use of the service catalogueUse 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 Slide 21 Service Desk System Incidents Requests Problems Changes Service provider Support Teams Suppliers Service desk information and workflows Service Knowledge Management System (SKMS) Incidents Requests Problems Changes Customers and users Service Desk Service portal Service Catalogue

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

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

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

25 Slide 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 Andrew Navin, ServiceDesk Consultant, ManageEngine

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

28 ServiceDesk Plus

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

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

31 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 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) 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 ServiceDesk Plus

35 Thank You


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