We think you have liked this presentation. If you wish to download it, please recommend it to your friends in any social system. Share buttons are a little bit lower. Thank you!
Presentation is loading. Please wait.
Published byIsabell Embry
Modified over 2 years ago
The Power of the Core Service Catalog Michele Morrison and Judy Shandler EDUCAUSE – Tuesday, October 10, 2006
© British Columbia Institute of Technology Agenda Definitions How it all started Our support environment Getting up to speed and process to date What’s next? Keeping it current Lessons learned So what is the power of the Core Services Catalog?
© British Columbia Institute of Technology Acronyms ITIL – IT Infrastructure Library SLM – Service Level Management SLA – Service Level Agreement OLA – Operation Level Agreement UC – Underpinning contract
© British Columbia Institute of Technology Definition Core Services Catalog Default SLA for an organization Defines base level services for all clients In most organizations it should cover 80% of your clients support requirements Part of an overall SLM strategy Starting point to define specific SLAs for clients with differing support requirements
© British Columbia Institute of Technology Service Level Management Service Desk / Service catalog SL A StaffFacultyStudentsTenants PC NET LA B APP Clients IT Services OLA – Operating Level Agreement UC – Underpinning Contracts Vendors
© British Columbia Institute of Technology How it all started A need for improved customer service by managing client expectations No clear definition of what we supported Client complaints about inconsistent service Some SLAs were being developed for departments with special needs SLAs needed for the rest of the Institute
© British Columbia Institute of Technology BCIT’s IT support environment We support: –Students –Faculty –Admin staff –Tenants –BCIT community groups (e.g. Student Association, Unions, etc.) 2,000 employees 16,000 full-time and 32,000 part- time student registrations 5 major campuses 12 – 15 satellite campuses 80+ IT staff at two locations
© British Columbia Institute of Technology BCIT’s IT support environment (cont.) 100 Servers (Novell, Windows, AIX, Linux, Solaris) 2,000 Staff PCs 300 Software Apps 2,400 Lab PCs 165 Computer Labs Increasing demand for 7 x 24 Support
© British Columbia Institute of Technology Getting up to speed Help Desk Institute (HDI) training on Service Level Agreements (2002) ITIL Fundamentals (2002) and Practitioner training– Service Management (2004) PINK Conferences (Toronto 2002, Orlando 2003 and Vancouver 2005) – attended sessions on Service Catalogs (e.g. Justice Cluster of Ontario, ABN Amro Bank, etc.) HDI Conference (Vancouver 2003) We learned about industry best practices before we started – Don’t start cold!
© British Columbia Institute of Technology What to include in in the Core Services Catalog Service name and description Service availability Identification of the clients/customers Metrics Business process supported by the service Customer role How to access the service Version numbers and creation/revision dates
© British Columbia Institute of Technology Process to date Defined our services Divided the project into two phases Marketed the need for a core service catalog internally Involved team leaders to help define and write content Reviewed UCs Established a review cycle and editing process
© British Columbia Institute of Technology Process to date (cont.) Developed an OLA for IT staff Conducted focus groups and updated content based on feedback Integrated service level targets into our Help Desk tool Published Phase I and II on the web and in hardcopy format Started to create SLAs for groups with differing needs
© British Columbia Institute of Technology How we defined our services Phase I: Help Desk Network Infrastructure & Printing Enterprise Server & Centralized Data Storage Lab Desktop Security and Business Continuity Appendices: –List of Supported Products –Current Computer Specifications –Service Request Estimates
© British Columbia Institute of Technology How we defined our services (cont.) Phase II Messaging & Collaboration Application and Database Hosting Web & Portal
© British Columbia Institute of Technology What’s next Establish formal role for Service Level Manager Continue to identify groups with unique SLA requirements (based on business requirements) Define, negotiate, sign-off and publish remaining SLAs Annual review and updates of Service Catalog and SLAs
© British Columbia Institute of Technology Keeping it current Need to ensure that ongoing resources exist to keep the catalog and SLAs up to date Client community needs to have input into the catalog during updates Update schedule: –Core Service Catalog – annually –Appendices – quarterly –SLAs - annually
© British Columbia Institute of Technology Revision Process Process for both annual and quarterly updates Updates go through change management process Updates are communicated to the Institute
© British Columbia Institute of Technology Lessons learned It is all about building relationships You need to educate your contributors Writing is quick, getting everyone to agree on what was written can take weeks or months Get commitment and support from all IT managers Create IT department buy-in early
© British Columbia Institute of Technology Lessons learned (cont.) Involve your clients and/or customers Services need to be measurable Include an index Communicate what you learned about what the IT department does within the department This is not an “off-the-side-of-the-desk” project Need the ability to translate technical jargon to client-friendly language
© British Columbia Institute of Technology So what is the power of the Core Services Catalog? It becomes the starting point for an ongoing dialogue between the IT department and its clients It is a set of common language/definitions for the clients and within the IT department It clarifies what is supported and sets expectations for how the service will be delivered It becomes the starting point in the process to create SLAs
© British Columbia Institute of Technology Resources BCIT- www.bcit.ca/its/services/ HDI- www.thinkhdi.com/ itSMF- www.itsmf.com OGC (ITIL)- www.ogc.gov.uk PINK- www.pinkelephant.com/ Examinations- www.exin-exams.com/
© British Columbia Institute of Technology Questions? Feel free to look at our Core Services Catalog on our website: www.bcit.ca/its/services/ Thank you! firstname.lastname@example.org Judy_shandler@bcit.ca
The Power of the Core Service Catalog Michele Morrison and Judy Shandler EDUCAUSE – Tuesday, October 10, 2006.
The Power of the Core Service Catalog Michele Morrison and Brian Hosier EDUCAUSE – Wednesday, October 19, 2005 Copyright Michele Morrison This work.
Information Technology Services Partnering for Your Success Services Operations Group Meeting November 30, 2006 Leo de Sousa, Enterprise Architect Information.
© 2006 LaBounty & Associates, Inc. Working With Support Teams Beyond the Service Desk Char LaBounty LaBounty & Associates, Inc.
Deakin Richard Tan Head, Information Technology Services Division DEAKIN UNIVERSITY 14 th October 2003.
Yale University Information Technology Services Administrative Systems Art Hunt 3/22/04 Software Service Level Agreement with Finance, Procurement and.
The importance of the service catalogue to the service desk Colin Rudd, Chairman, itSMF UK Andrew Navin, ServiceDesk Consultant, ManageEngine.
SE Name SE Title Blackboard Training: Approaches and Opportunities.
Page 2 Agenda Page 3 History –Blue Print, 2000 –GIS Process 1.2, 2001 (training only) –GIS Process 2.0, (ITIL based - not implemented) –Supply/Demand.
Looking for IT answers? Browse our Service Catalogue. Denise Nahas, Kim Huynh, Xolani Ngwenya June, 2008 Information Systems Technology Customer Services.
Introduction to ITIL and ITIS. CONFIDENTIAL Agenda ITIL Introduction What is ITIL? ITIL History ITIL Phases ITIL Certification Introduction to.
Service Catalog Management and ITIL. The Service Catalog Objective: To enable the service provider and the customer to clearly understand the services.
WHICH TO CHOOSE RIGHT SERVER FOR THE RIGHT JOB. Today’s business environment demands that small and midsize businesses do more with less. The large majority.
Date: 03/05/2007 Vendor Management and Metrics. 2 A.T. Kearney X/mm.yyyy/00000 AT Kearney’s IT/Telecom Vendor Facts IT/Telecom service, software and equipment.
1 The Networked Learning Environment. 2 Blackboards Product Strategy Leading institutions are harnessing the power of information networks to connect.
Andrew Dolan Markets and Banking Technology May-07 Enterprise Grid at Citi Grids Mean Business.
U.S. Department of Agriculture eGovernment Program eGovernment Working Group Meeting February 11, 2004.
Building an EMS Database on a Company Intranet By: Nicholas Bollons Sally Goodman.
Mark Tysom Janet, UK TF-MSP Meeting Valletta, 28 November 2014 Sharing Services Between NRENs Case study: v-scene.
HDI South Florida $$$ ITIL JEOPARDY $$$ Jeopardy Game Show.
Management of IT Environment (5) LS 2012/ Martin Sarnovský Department of Cybernetics and AI, FEI TU Košice ITIL:Service Design IT Services Management.
WHY CMS? WHY NOW? CONTENT MANAGEMENT SYSTEM. CMS OVERVIEW Why CMS? What is it? What are the benefits and how can it help me? Centralia College web content.
Delivering Quality Infrastructure: Going Beyond Technology TNC 2007 Victor Reijs, HEAnet Ann Harding, HEAnet.
© 2010 Plexent – All rights reserved. 1 Change –The addition, modification or removal of approved, supported or baselined CIs Request for Change –Record.
IBM Global Services © 2004 IBM Corporation ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the office of Government Commerce,
Service Design Figure 3.4 Service Relationships & Dependencies.
Shared Technical Infrastructure Bill Willis Deputy State CIO ITAB Meeting 12/2/2005.
Government of Canada Enterprise Licensing Agreement Framework Public Sector Chief Information Officer Council September 18, 2014 Benoît Long Senior Assistant.
MASON ITSM, WHERE ARE WE NOW?. GEORGE MASON UNIVERSITY AGENDA Background – 2013/2014 Organizational Changes ITSM Tool Process Mapping Tool ITIL Framework.
On Premise Cloud Services on premises Storage Servers Networking O/S Middleware Virtualization Data Application Runtime You manage Infrastructure.
Information Technology Division Executive Office for Administration and Finance IT Service Excellence Committee (ITSEC) Oct. 28, 2010.
12, 2916 – 5 th Avenue Calgary, Alberta, T2A 6K4, Canada Phone: + 1 (403) , Fax: + 1 (403) Website:
Governor’s Office for Technology Service Level Management Overview Office of Policy & Customer Relations September 21, 2001 Governor’s Office for Technology.
IBM … creating the future of learning © 2003 Copyright IBM Corporation IBM Learning Solutions Michalina Fraczek, Market Development Executive, IBM Learning.
SLA and ITIL - 1 Service Level Agreements and ITIL Janelle Swann October 29 th, 2007 MBA 731.
ManageEngine IT360 Product Overview A Comprehensive Business Service Management Solution.
HDI San Diego Chapter May 2012 Desktop Support Metrics: A Case Study Mike Russell V.P. Communications, SDHDI.
Copyright 2008, Integrated Solutions Management Defining Services for Your IT Service Catalog
11 ITIL and Remedy ITSM Implementation Overview What do I need to know? Sources: ITIL-officialsite.com; itSMF Forum; Remedy ITSM Project Charter.
1/13/20161 ITIL Awareness UC JDCMG Discussion. 1/13/20162 Capability Maturity Model - SEI.
SharePoint Deployment Planning Services Deb Bannon Sr. Product Manager SharePoint & Office Enterprise Partners
THE ADVISORY AND SCRUTINY PANEL (ASP) Jean Robinson Chair person, ASP Mark Armstrong Head of Policy & Strategy, WPH.
DELIVERING SHAREPOINT AS A SERVICE Anders B. Skjønaa Strategy, Architecture and Governance
ITIL® Online Training Course Enhancement Service Design.
DukeWeb Enterprise CMS Update for Web Community 2/10/2004 Cheryl Crupi Senior Manager, Duke OIT Office of Web Services.
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 1.
How is IST Doing? (SLA Project Report) 1 Presented By: Bob Hicks Director, Client Services IST.
Annual Canadian UGM 2007 Visual User Group Nov 22 nd 2007 Laval, Quebec.
Educating Minds and Hearts to Change the World USFfiles Xythos at the University of San Francisco.
SHARE Special Project DoIT SHARE Replatform / DR SHARE: Cassandra Hayne SHARE Deputy Director Requesting Agency: Darryl Ackley Department of Information.
© 2017 SlidePlayer.com Inc. All rights reserved.