In fact, we prefer the strategic approach at Evergreen. The strategic approach lays the groundwork for customer-centric services. Service Portal, After you plan for end-user expectations, the next layer of detail you should focus on is making it easier to navigate the service catalog. And if you have any questions just let me know at dcasson@evergreensys.com. As an example, it is important to take into account where the services will be fulfilled. The catalog defines, documents, and organizes the services that IT delivers to the organization. You can find a lot of frameworks and models that outline what it is and how it fits, but I found the most comprehensive publicly available framework was ITIL®. A note from the executive sponsor is a critical piece as it shows that the leadership has a stake in the success of the service catalog. But, when it comes to launching a project, a tactical approach when guided by experience can be a viable way to start. A good service request application will also have the flexibility to automate the fulfillment process whenever possible. It’s a good idea to keep the collected feedback structured and organized. Don Casson, Defining your start (tactical or strategic approach) is the fifth step to successful planning. Performing the analysis and then updating service delivery methods allows an organization to streamline the delivery process, which ultimately reduces costs and improves resource allocation. Use your development methodology as the basis of theproject plan together with a proven reference model6. What differentiates a proper tool isn’t just the way it delivers services to the end user, but how it’s intuitive for the business analyst to build services. When gauging user acceptance of the catalog, the use of focus groups and a method of collecting and analyzing focus group feedback is essential for understanding what the user community is thinking about the catalog. And, most importantly, it educates the whole team on new concepts, best practices and definitions. They are a great foundation for getting the whole view of what it takes to build an effective services catalog. IT Service Catalogue. Think about what might happen if an employee in the facilities department had the ability to request a new virtual server. Service Catalog Planning, 215 Depot Ct SE, 2nd FloorLeesburg, VA 20175. Ask These Questions to Succeed; Is Doing a Service Catalog Worth the Effort? If a service is location dependent, then the technology must have the ability to route the service request to the resources in the correct location. On a technical level, this entails bringing services online within the tool by publishing them, enabling the links to the catalog so that end users can reach the services, and finally communicating to your users that the catalog is open for business. Now that we know who will request and who will deliver the services, we can focus on identifying what services the catalog offers. The focus group is invaluable to the project as it can offer feedback that reflects how the group members experience and interpret the service catalog, as well as portray it to be beneficial to themselves and their colleagues. Don is a frequent writer, blogger and presenter, and has delivered over 50 webinars on topics in Service Management, including IT and shared services. Time is money, so accelerating the time to value realization creates a more agile service deployment, which results in cost efficiencies for the enterprise. And because the tool is so intuitive, after building just a few services from a prioritized list to become familiar with the process, the remaining services could be built in a very short time. Once the most frequently requested services are identified, it’s also a good time to review, document and potentially improve the processes required to fulfill each service. Carlson said that his goal at Albertsons, like at Intuit, is to build what he calls an actionable service catalog, not just a static list of services. Understanding what the customer wants is a key aspect to planning. Ask These Questions to Succeed. Many believe an IT service catalog is a vital element of a successful service management strategy, representing the capabilities and image of the IT organization. The first layer is doing an analysis of the services that your IT organization delivers today. … The technical view service catalog should include information relevant to IT and service providers. This is important because you don’t need to hire an expensive development team to build services. The frequency of reviews can be modified to monthly or quarterly as the business sees fit once the service catalog is well established. With the goal in mind, let’s lay out some planning steps. Understanding what it takes to deliver a service as well as how long it takes and what it costs need to be compiled into creating Service Level Targets for the organization. See an error or have a suggestion? The point is to collect as much information as possible from the focus group during the pilot. Additionally, the catalog should enable those delivering the services to process the requests that users have submitted in a quick and efficient manner. IT consumerization has created an audience accustomed to well-designed, personalized user interfaces that are intuitive and easy to navigate and use. The catalog also describes the features of the services and how each is intended to be used. Why you need a Service Catalog; 2. Service Catalogue Template which lists all IT services, including information related to a specific service that is presented in the service catalog. Jun 27, 2007 By Mike Drapeau. They have a deep understanding of what their users need and how they work. ServiceNow, Once the service catalog is built, tested, validated, and strategically aligned with business goals, pilot groups also known as focus groups can be developed and engaged to ensure that the planned catalog effectively serves the needs of the organization. What’s more, after all the work is done, it is much easier to review and score technology choices and potential service providers for your planned project. The customer version of the service catalog contains only relevant top-level information. Key data points to collect in the tool feedback approach are: Now that the feedback and issues have been collected, they can be discussed and analyzed amongst the project team and any changes can be incorporated into the service catalog. Our free Service Catalog Template is just the leg-up you need. In order to provide services in a secure manner, the services should be defined with boundaries, known as “entitlements,” regarding who can access a particular service based on their role. IT Service Catalog Workshops, The content you'll need before you make the catalog includes images of the … ServiceNow Partner, As an example, creating a bundle like “employee onboarding” or “employee departures,” takes the guesswork out of connecting the new employee with a myriad of services they need to quickly become a productive team member. Vendors should be able to leverage best practice or have clear examples of categorizations to help you achieve them for your service catalog. It is the one-stop shop to fulfill your users’ needs. Customer-Centric IT, Doing so streamlines delivery for specific events. This provides the strategic alignment between IT and the business. Building a good, customer-centric service catalog takes preparation. Topics: Conduct a survey to understand users’ current pain points and their expectations around Service Catalog Identify their preferred channel for raising service requests Identify their complete needs right from employee onboarding to day to day activities till employee o˝oarding Step I - Understand your users' needs We developed our Service Catalog workshop to address this very pain point. Whether you are delivering IT services to a large enterprise-level user community or small groups of independent users, the service catalog plays a critical role by acting as the common interface for users to access the products and services required to ensure smooth and timely delivery of products and services. The user-facing service catalog is the go-to place for IT service-related information. The Answer is Everyone! The first step for building a data catalog is collecting the data’s metadata. Get your Service Catalog started on the right foot and keep your services organized for years. Before building anything out, your team needs clarification on the purpose of the project, governance and roles, language to be used, and the individual parts that make up a service catalog. Being able to quantify results in terms of savings in money and/or labor is the key point when developing metrics. Download This Template. ©Copyright 2005-2021 BMC Software, Inc. The catalog is considered to be deployed when the project moves from the development group to the operations and maintenance teams to handle any ongoing support. Start with an initial communication that states what is being done and why. To the user, a particular service may seem very easy to deliver on the surface. A service catalog briefs the information about the services, services description, its costs, and SLAs associated. 2.0 Which services to includeSo you have decided you want to build a Service Catalog, the first question you have to ask is whichservices to include, there is no one right answer for this, it is really down to considering the followingcriteria for your organisation;Firstly define what you mean by service, in ITIL® a service is defined as; ‘A service is a means of delivering value to custome Creating your catalog manually consists of copying and pasting all data, piece by piece, from your data source into your document. Providing multiple channels and methods of interaction—such as email, web, and mobile—allows the user to quickly communicate with those fulfilling the requests. 12 tips on building a successful Service Catalog5. Now that the catalog is built, it’s time to present it to a small group of users to gauge the level of acceptance and adoption. Customer-Centric ITSM, Plan customer needs for a service catalog. Done properly, these 4 steps empower your team to draft a clear picture of the phase 1 functionality that will provide value to customers, providers and managers. You should begin collecting data as soon as the pilot starts. The IT Service Catalogue is one of the most valuable elements of a comprehensive approach to IT service management and it should be therefore given proper care and attention. This means that you should start communicating the release of the catalog to end users in a few phases. He utilizes a solid and methodical approach that consistently achieves outcomes vital to businesses objectives. There’s no lack of seemingly sound advice. The next communication should describe the benefits of the catalog, which will start generating positive anticipation around the service catalog. IT service catalogs have been under pressure in recent years to meet the demands of a more challenging and sophisticated user population. Please let us know by emailing www.bmc.com/blogs. And, all the effort is worth it ahead of Step 5: Define your start. Their company role and function do not have a need for a virtual server so should they request one, it would likely be for a purpose outside their area of responsibility – opening the company up to risk or unmonitored cost. How to Build a Service Catalog In 6 Simple Steps Step 1: Identify Stakeholders. The best way to do that is through having a thoughtful and intuitive service catalog. These postings are my own and do not necessarily represent BMC's position, strategies, or opinion. About the Author: Don Casson is CEO of Evergreen Systems, an IT consulting firm helping medium to enterprise public and private sector organizations to dramatically transform their IT operations. 3) Simplify the search process. You wouldn't run a restaurant without a menu - don't run your IT organization without a Service Catalog. To publish a managed application to your service catalog, you must: Create a template that defines the resources to deploy with the managed application. Mike advises clients from concepts into requirements and well-planned execution. Who Should Be Included in Service Catalog Planning? The kinds of information that you’ll use are: Once all the services in your catalog are built, it’s important to test each service throughout the lifecycle. Why that is can best be illustrated with an example. The next layer of detail for effectively identifying what services will be in the service catalog is to set realistic expectations around the services that are provided to customers. In these examples, tactical works. Lucky for us, we had a closet SharePoint expert on staff who led the charge here. How to build a service catalog Improving your customers’ experience and your provisioning processes is often top of mind, so we created step-by-step guidance to help you build a spectacular service catalog design, governance, and maintenance process. Finally, on the day of the release, communicate once again using the channels noted above. There are several steps that need to be taken to developing a well-functioning IT service catalog, Taylor explains: Get feedback from business users. Lastly, to further simplify the service catalog, spend time on bundling services. Customize portals where your customers can request catalog items such as service and product offerings. It serves as the goal for the project as a whole. Having representation from multiple areas has the benefit of people who know the people and the processes. For example, if one of your service fulfillment methods consists of a string of e-mail threads, it would make sense to collect and analyze all of those emails. How to design an online catalog. If you attempt to build out your solution without proper planning, the odds are that you will end up with a purely tactical request catalog outcome that falls short of meeting customers’ expectations, and they simply won’t use it. From my experience developing these for clients, it comes down to outlining the details in seven key areas from a customer focused perspective: Understanding what the customer wants is a key aspect to planning. There are several layers of detail that need to be addressed to effectively identify the final services that will be made available in the service catalog. Only what is measured can be addressed, so identifying what and how to measure are critical to achieving clarity around how well the service catalog is performing. Prior to joining BMC, Mike was the primary BMC Remedy ITSM Technical Lead at multiple government agencies and commercial organizations ranging from civilian to defense as well as telecommunications and pharmaceutical industries. One critical success factor for planning the service catalog is having executive support for the effort. Who will have access to the service catalog and specific services? The concept of entitlements can also be extended to services from multiple catalogs. Use of this site signifies your acceptance of BMC’s, Top 5 ITSM Books: What You Should Be Reading, ITIL® for Startups and SMBs: Getting Started, CMMI: An Introduction to Capability Maturity Model Integration. After that, it’s time to gather the team. Service Catalog Best Practices - Guide and Tips. Service Catalog Template Download it here. Build the Service Catalog; Design category tiles for the Service Portal; Update the Service Catalog; Offerings and pricing; Create an offering; Edit an offering; Offering business rules; Create or edit a fulfillment plan; Localize the Service Catalog A tactical approach works to ensure that your services catalog is: A strategic approach, on the other hand, enables creation of a clear direction, consensus, business and economic underpinning, and executive understanding and support. ITSM Strategy, It also makes sense to identify or assign a service owner for each group. Don is a frequent writer, blogger and presenter, and has delivered over 50, IT Service Catalog Plan / Analyze Assessment & Roadmap, Evergreen Employee Self-Service Portal Enhances ServiceNow, Service Portal & Catalog – For Healthcare, ServiceNow Software Asset Management (SAM), Evergreen Implementation Methodology (EIM), Planning a Service Catalog Project? Ensure users shape the format, service groupings andtext in the Service Catalog7. Developing measurements, tracking, and reporting on them are accomplished in a manner similar to how the service catalog was defined and built. Service Level Targets make it possible to measure performance in service delivery and need to be communicated to set realistic expectations with the customer requesting them. It’s best to select a wide cross-section of users to represent the business as a whole. ITIL Consulting, In today’s highly available computing environments, the ability to quickly request and access services is not only expected but required. Service catalogs are a great tool to provide an overview of the services you offer as an IT department. Define individual catalog items using Service Catalog. Related Articles. With the ServiceNow® Service Catalog application, create service catalogs that provide your customers with self-service opportunities. Selecting your team members for the project involves engaging a good cross section of the IT organization. Executing the communication plan happens throughout the lifecycle of the project, but it’s best practice to communicate early and often. The work in preparing your team for building a service catalog can seem hard, but it’s necessary. How to make your Service Catalog actionable; 4. It acts as a common interface where customers can access the services. Keep it brief, and avoid techy talk. In this blog post, we’ll take a close look at what it takes to plan, create and deploy an IT Service Catalog. He has more than twenty years of progressive IT experience that includes a wide variety of disciplines and industries. This is accomplished by performing an analysis of the groups that make up the IT organization. Additionally, well-designed and consistently applied categorizations provide reporting metrics that are easily interpreted. If a new employee has to request multiple services from several different locations to get the resources required to be productive, what should be a great user experience is reduced to a journey in frustration. Register (866) 856 - 3177 . Additionally, routing each request to the appropriate group for fulfilment is vital to reduce the amount of time it takes to deliver a particular service. As all 24×7 organizations know, on-demand access to resources is critical and the focal point for those services is the service catalog. About 80% of our customers start this way, and many of them have achieved their service catalog aims affordably and quickly through our 2 Week Service Catalog Strategy and Roadmap Engagement. Understanding who your customers are and what services they will... 3. Each service within the catalog will include traits and elements such as. In general, a communication plan will state the goals of the project, have executive sponsorship, and outline communication channels to be used and how to send a solid message for each channel. It would be disappointing to present services to users that didn’t work and didn’t deliver the capabilities required for them to be productive. Define the user interface elements for the portal when deploying the managed application. You can streamline workflows, create a better customer experience, and build a robust—and flexible—catalog structure. After all, there’s only one chance to make a lasting, positive first impression. They are a great foundation for getting the whole view of what it takes to build an effective services catalog. COMMENT 1 2 >> Last Page. You’ll know that you have selected the right tool when the metrics that are collected show a decrease in service desk calls, shorter response times on delivered services, and fewer re-opened requests that require rework. In the days prior to the release, let your users know that it’s almost here. Putting together an intuitive and highly effective service catalog is best achieved when you take time to outline the end-users’ objectives when they use it. Submit Feedback » More by Author » PRINT. Create a .zip package that contains the required template files. Service Catalog Management. Posted by Building a Service Catalog -- Let's Get Started! When aggregating multiple service catalogs in complex environments, having the ability to show or hide these services becomes critical. After identifying the users that will request services, attention must be given to identifying the individuals or groups that will ultimately fulfil the service requests. News and analysis for IT professionals. This means providing the capability to report issues and provide feedback. To understand the difference between a Service Catalog and a Service Portfolio, see the related blog post on the difference between the two. It... 2. The service catalog toolset is the enabling technology for the digital workplace to aggregate the required services into one platform. In the end, presenting a well-thought-out service catalog, which is strategically aligned with the goals of the organization, allows for the realization of value not only to leadership, but also to the user community who benefits the most from the service catalog. IT Service Catalog, By allowing the business analyst to step into the role that was once the domain of a developer, the tool establishes an immediate cost savings. An engaged focus group will also help drive user acceptance and organizational change in a positive way. Data catalogs use metadata to identify the data tables, files, and databases. If we take a minute to think about all of the resources required to perform this process, it quickly becomes apparent that a coordinated effort from multiple entities across the organization is required to deliver a seamless onboarding experience. And continual improvement makes possible constant innovation within your organization—and the advancements that result will leave a lasting, positive impact on the user community. Mike Roper is a Principal Software Consultant with BMC Customer Success Services assisting Federal government clients. Understanding who your customers are and what services they will consume is a fundamental step in building the service catalog. While not everything is functional from the start, there must be enough value so that failure (when customers don’t see enough value or lack a good enough experience to warrant the use) is not an option. Service Catalog workflows enable administrators to easily define a complex, multi‑step process for fulfilling and approving the request. The Gartner Magic Quadrant for ITSM is the gold-standard resource helping you understand the strengths of major ITSM software vendors, insights into platform capabilities, integration opportunities, and many other factors to determine which solution best fits your needs. The service catalog has two audiences—customers and the business. Catalog started on phase one buildout it educates the whole team on new concepts, best practices and.! @ evergreensys.com Identify Stakeholders a fundamental step in building the service catalog takes preparation deploying the application! Word, “ tactical, ” is often perceived as bad for service-related! Portals where your customers, SharePoint site, or opinion them are accomplished in a and... Focus on identifying what services the catalog crawls the company ’ s only one to. 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Even the tool itself by performing an analysis of the it organization without a service Portfolio, the... A strategic approach: the strategic alignment between it and service providers consumer-like experience that a!, customers may Develop an unrealistic view of what their users need and how they work many people possible!
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