Tag Archives: Barclay Rae

Who will take the Service Management “Moral High Ground” in 2014?

moralhighground

Here are my nominations for this year’s Service Management Champs:

Charles the Champion of Change Communities 

 

From RevNet to the SM inaugural Congress

Sound quality improves in this short clip

“We are uncovering ways of meeting business needs through Service Management. Our achievements, experiences and insights compel us to adopt these values:

Slide1

While there is value to the items on the right, we value the items on the left more:”.

Dancy the Disruptor

chris_dancy

TFT13, Tomorrow’s Future Today, is the world’s first 24-hour, global, follow-the-sun virtual conference. It has a size and level of innovation that has never been seen before”.

Mark Kawasaki – The Practitioner’s Road

Long video clip so worth coming back to.

“What I finally see clearly is this: I belong on the practitioner’s road. And my purpose here is different than most. I don’t want to help design a better automobile. I want public transportation”. http://www.windupbird.org/

Stuart the Strategic Service Management Steward

itSMFUK – Outstanding contribution to ITSM

Stuart Rance

I am not sure that Axelos would have moved forward or maintained momentum without his contribution to the Taking Service Forward Initiative.

TSFI

The vision of Taking Service Forward is to provide the service community with an Adaptive Service Model.  Link to Google+ community LINK

archsm

Barclay Broadcasts everywhere.

Barclay has popped up at forums and events across the globe and as a result his personal brand has grown significantly this year across the industry.

He readily shares his insights e.g. ITSMTV etc. however I have selected this clip to shine the Rae from ITSM Goodness to SIaM

Frank and Fred Forge Ahead to the Beginning of Now

Service Now is the world’s second largest SaaS product (Salesforce is #1)

ServiceNow is built on a proprietary platform that aims to automate and standardise business processes, becoming the enterprise-wide platform across IT and business operations.

SN Capabilities

In addition to capabilities for service management, additional capabilities have been built for HR Service Automation, customer relationship management and facilities management.

Tools alone will not deliver the solution to Business Issues. Whilst I recognise how easy it is to create apps I am not sure whether clients would purchase ServiceNow HR Service Automation over Workday, Peoplesoft HCM or SAP HR solutions.

Stroud the Smoothie

Robert has the ability to travel seamlessly across the islands of COBIT5, ITIL and Vendor (CA) communities.

Here is his provocative 5 min presentation at Leadit 13

If 90% of everything is crap then 90% of the way that you are doing Service Management is crap so you must find the 10% of process that really works.

How are you going to unlock value for the future?

Rob Remains Relentless

Rob England is Relentless in his specific / point challenges to others in the SM ecosystem, in particular Axelos.  In 2013 he has come out of the shadows and written a well received book and presented at various forums.

stdcase

“Rob England’s latest book Plus! The Standard+Case Approach, does in one short reading what many books attempt to accomplish in several years. S+C redefines the relationship for technology professionals by creating a route to customer experience, an improved skillset for ICT and redefines everything we thought we understood about “routine”. Chris Dancy, Founder, ServiceSphere Amazon LINK

BrightTALK – Grow Your Audience in 2014

BrightTALK is the “Best of the Best” platform in the eyes of practitioners and has organised many Summits where individuals readily share their insights.

chump

It is important to understand that we can learn as much from the CHUMPS as we can from the Champs:

Axelos a Forward-Thinking Name for a Forward-Thinking Company

Not sure which design agency was chosen but good luck if you ever need to re-brand ITIL. Moreover, the change in logo from the Best Practice Management Swirl to the Axelos GBP (Global Best Practice) is the only visible change I have seen.

Perhaps there will be more forward thinking with the launch of the Axelos website.

Peter Hepworth the Axelos CEO portrays the image of either Tim Nice but Dim or a Gifted Amateur. He has been leading the global Axelos “Dog & Pony (Road) Show” and his lack of Industry, Product or content Knowledge is evident. This is in stark contrast to industry leaders such as Frank Slootman the ServiceNow CEO.

Here is one of his better performances which reflects a steady improvement in his canned speech notes. I suspect that he is more comfortable banging on about Gamification.

ITIL – Product Development Roadmap Priorities – LINK

“We are seeking to capture the most imperative propositions that will help identify the real value of our portfolio of products. We will be asking our ecosystem to support this process with case studies and real life examples as to the quantifiable benefits. We will share a series of propositions, in the form of short briefs for CEOs, at the end of the year and ask for your support with their continual development”.

“Research shows that gaming and simulation can improve the learning process. We will therefore explore this opportunity and work with specific strategic partners to ensure that our products are at the forefront of the digital age in terms of development and delivery”.

Axelos receive royalties from Examination Institutes for each ITIL exam taken. This recurring training revenue stream is the “Gift that keeps on Giving” and will guarantee Axelos employees a share of profits at end of 2014. Metrics drive behaviours so Axelos will shine the lens on Gamification and e-Learning to drive increased revenues.

An early example of generating additional training revenue  is the “Official AXELOS ITIL Foundation Exam App” which was available on iTunes for download at £9.99 / $16

Chris Barrett the Axelos Transitions Director

Chris is much more credible however given that we are two weeks from launch date it is very disappointing that the Roadmap is still very high-level and mapped out by quarter. I suspect that if Chris were still a “Big-Time” consultant he would have been walked off the engagement because the high level view and workstream descriptions are not detailed enough to provide transparency of initiative priorities, deployment plans etc for the Programme Sponsor. One of the key deliverables is the Axelos Community Portal which will be available at the end of Q3 2014.

The Axelos Service Management Architecture workstream is 10 years behind most big-time and independent consultants who have helped their Local / Global clients with the design and implementation of proven IT Operating Models and End-to-End Service Models.

In 2014 there will be increased focus on how Cloud Services Brokerages will Challenge Traditional IT Service Providers for Cloud Services Delivery.

muted

Another trend this year is where Industry stalwarts have been less opinionated. Stephen Mann transferred, after many years, from Forrester to ServiceNow. He has been consistently involved in the key community forums but for me is recording and observing rather than when he was at Forrester providing a thought provoking Point of View.

More worryingly Ken Gonzalez and Ian Clayton have changed their tone and been less vocal since they joined the G2G3 Americas team. G2G3 is part of the C(r)apita Group.

fencing

The Service Management ecosystem will continue to fence with more frequent and aggressive “Thrust and Parry response” moves, fighting with either foil or sabre. The natural tension between Profit (Axelos), Non-Profit (ISACA), Vendors and Customers will increase in 2014 with the lines blurring between who sits Inside the tent or Outside the tent.

WDGLL specs

Why do we need to be more relevant to our Consumer/Enterprise Customers?

The proportion of the global workforce dedicated to agriculture, products and services has changed dramatically and at a faster pace over the last 20 years:

table 1

In 2014 the principles of Service Management will be applied beyond Enterprise IT to predictably deliver outcomes for Consumer and Enterprise Customers. Lessons will be applied from Business Process Outsourcing and Operational Excellence. There will be a huge focus on moving from the Service Experience to Customer Experience with clear definition and measurement or outcome based Key Performance Indicators.

In 2014 we will officially be planning for the post ITIL environment. ITIL = Irrelevant Today Industry Leading Not

Axelos has consistently mentioned investment in products and the value proposition for CEOs.  Whilst new idea generation is part of the equation in 2014 execution is just as important. I envisage that Axelos will pander to the needs of the Pupil over Practitioners and will reap what they sow.

Moreover, Axelos has not defined the criteria by which any artefact will be categorised as “Global” Best Practice.

In 2014 Standards of Service Excellence will be set and validated by the global self-organizing community.

So in 2014 we will see the pooling of collective wisdom and increasing power of individual practitioners to share their insight with whoever is interested across any channel of interaction.

In 2014 it is important that we encourage any new or different thinking. TFT13 was a huge success. The submissions for TFT14 in February will require careful review in order to maintain the standards of excellence and meet the viewers expectations.

So who will take the

Service Management “Moral High Ground” in 2014?

The 2014 champions will be the individual practitioners who have delivered outcomes that address real business challenges. They will readily share proven solutions to business issues via platforms such as Google Helpouts. Those seeking help may opt to pay a sum they think the practical advice is worth.

In 2014 creativity will come from spontaneity, from random connections, from cross-pollination and easy sharing of ideas. A new cadre of “Opinion Formers” will take the global stage. There are no lines to be learned and the members of the cast will extend beyond the “same old same old” set of champions. As we Shift Right new voices from India, Singapore, Philippines etc. will join the dialogue. To this end keep an eye on the folk at HCL.

My related posts:

Is TFT13, not the ITIL joint venture, the way forward for IT Service Management Practices?  LINK

ServiceNow NowForum with presentations from CEO Frank Slootman and CTO Fred Luddy. LINK

Gartner Says Get Gamification working for you LINK

Gartner research note sets out how the Cloud Services Brokerage market will grow LINK

Are you invited to join the Google Helpouts marketplace?  LINK

Advertisements

Leave a comment

Filed under Business

Service Catalog Summit – Review and Key Observations

BrightTALK have organised a series of summits to address topical subjects. The format of these summits is a number of live webcast presentations which are recorded and available to replay.  On Wednesday 16th November the Service Catalog, which is perceived to be a hot topic, was covered.

The purpose of this lengthy post is to provide review comments for each presentation.  The presentations are organised by the webcast vote they received on the day [Lowest to Highest].  Whilst this approach is not comparing like for like (attendee numbers vary) it does provide an indication of how well the key messages were received by their target audience. 

At the end of the post I will share my own Point of View or key observations based on my deep experience of Service Management Practices which are vendor agnostic.

The Map is Not the Territory – Aligning Service Catalog to your Customer

Nathan Allchin (City of London Consultancy)

Webcast Vote = 2.7 / 5

There is a fundamental difference between a thing and its representation.

Customers like the idea of a Service Catalog because it reduces interaction costs, timescales and is useful for transaction purchases.

Service Providers like the idea of a Service Catalog because it reduces interaction costs, timescales and provides an opportunity for up sell.

Most of them don’t work as the Service Provider is not customer focussed, the Catalog has been built for ITILv2 which is out dated and it is hard to do, let alone well.

The ITILv2 and ITIL v3 definitions were examined in detail.

Outcomes – derived from performance of assets and are limited by pressure of certain constraints.

Services have value when they enhance the performance of these assets and reduce the grip of constraints.

Service Assets are a specific configuration of assets = a service.  Service Assets support external outcomes.

ITILv3 – Business Units & Service Assets.  Service Portfolio.  Value of Service Management.

This presentation set out a number of key concepts of the ITILv3 Service Strategy core volume, for example Service Assets and associated constraints.  In my experience a large number of practitioners are not comfortable with the need to describe the Capabilities and Resources required to create a Service Asset.  This is further evidenced by the fact that the ITIL 2011 Edition Service Strategy and Service Design core volumes have less focus on Service Assets which are the key building blocks for defining services. Service Providers (Internal & External) shy away from drilling down into the detail.

Catalog your SLAs

Kulvinder Bhupal – Principal Consultant CA

Webcast Vote = 3.1 / 5

How does IT simplify accessibility?

Challenges – become agile, control / reduce costs, consider cloud edge, disconnect between what IT provides and the perception of delivery.

Where do we start – define & measure, control IT spending, increase operational efficiency. Automate Service Delivery – e.g. enable self service, dynamic infrastructure, automate process improvement.

Define Business and IT service offerings in an easy to manage web based Service Catalog.

Translate what you do in Business terms. 

Improve Customer Satisfaction.

Align services and costs to the organisation (clear visibility, transparency).

Provide an effective service contract management process.

Model service specifications using included best practice.

3 key attributes – description of business value or value to the Business, some notion of services cost / price, measurable Service Level Objectives.

Offer SLAs through a Service Catalog (SLM confusion)

Transform from the what to the what if (Business Driven)

Tooling pitch – SLM dashboard etc.

Practical advice with clear examples on where to start, however this was offset by the need to automate service delivery and the tools pitch.  The guidance to model and specify the service is an approach that outsourcing companies have been taking for the last 15 years.  You specify the service to the Business Buyer of the service and the end users.  Start by identifying the various customer groups, their critical business processes, key business events (intra day, weekly, monthly, quarterly). Then move onto classifying their data / information needs and how they will be delivered.

Service Portfolio versus Service Catalog : Are We Clear Yet

Charles Betz, Chris Dancy, Charles Araujo, James Finister

Webcast Vote = 3.5 / 5

What is the benefit of following the ITIL model?  Consistent interpretation and communication.

Self awareness – IT understands itself and how to deliver services to customers.

What level of service should we start at? Typically organisations go straight to the How and get tied up in knots.

Long debate which concluded that “ITIL is textually accurate”.

72% of attendees voted that a wire transfer application and the ordering of new workstations both belong in a Service Catalog.

The customer is a consumer of IT services.  Who is the Customer?

Define services abstractly – look at customer perspective first, from their viewpoint.  Can they interact, buy it.

How do I distinguish between Service Catalog and Request Catalogue?

Service Catalog can provide different views to discrete users.

Understand relationships – Service Catalog should b integrated with Service Level Management (alerts and events)

60% believe that Project Management is a service.

This session did not clarify Service Portfolio vs Service Catalog.  Key questions have been left hanging – Who is The Customer? Where do I start to avoid getting tied up in knots?.  Whilst I appreciate how difficult it must be to have four strong characters in the same session, I can’t help feeling that they should have left their egos at the door.

Important Considerations When Selecting Your Service Catalog Tool

Andreas Antoniou – CTO Biomini

Webcast Vote = 3.7 / 5

Pressing IT Challenges – Unknown Demand, Consumerisation of IT where customers make their own choices, Uncertain Expectations, Unstructured Requests, Inefficient Delivery.

Evolving User Focussed Management by 2014

Revolution in ITSM which will become Device / User Centric.  Consumerisation, Self Service, Mobility and Cloud Services.

Gaining control via the Service Catalog – users want the same speed, flexibility and power to decide in the workplace ( personal vs corporate)

Service Catalog automation reduces wait times.

Managing Demand – reduce inventory, right size capacity, single portal for customers.

Considerations – Static brochure or Actionable (by workflow), Usability, Role Based Access, Configuration not Customisation, Service Lifecycle Management, Approval Routing, Request Fulfilment Automation, Integration, Service Levels, Reporting, Service Components / Items, Content and Internationalisation (language / time zones / currencies…)

Summary – Service Catalog is a highly visible solution.  Put user experience at the centre of your requests.  Prepare Service Catalog content collaboratively with all stakeholders.  Look for flexible content management.

How to build a Service Catalogue in 4 simple steps – Consider, Download, Advice, Get Started.

A key point in the revolution in ITSM was the ITIL Refresh.  There was a push to shift the focus away from ITIL (IT Infrastructure Library) to Service Management Practices.  This will become more apparent with the increase in mobility – anywhere, anytime and cloud service brokerage.  For me the above considerations suggest that there will be a one size fits all tool that is a repository for defined services to the Business Buyer and a service request fulfilment solution for end users.  It could be perceived that this is another example of framing the problem so as to fit with the features of the solution (tool).  Also known as Solution Probleming.

Understanding the Business Case and Investment Return from a Service Catalog

Business Value and Benefits from a Service Catalog Solution

Jeff Moloughney – Front Range

Webcast Vote = 3.9 / 5

Front Range – Advanced Service Management = IT and Non IT Services Portfolio of Out of Box templates. 

Enterprise Workflow Platform of Service Management Suite and Asset Management Suite.

Definition of a Service Catalog – ITIL Service Design, List of IT service offerings, service or product requests, manages workflow, approval land communications.

80% of Service Catalog adopters view Request Fulfilment as important or very important.

Analysis Opinions – IT organisations include Non IT Services – HR, Facilities, Legal in their Service Catalogs.

Business organisations impacted – HR, (Business) Operations, Facilities, Procurement, Provisioning, Workplace Management, Application Services, Finance – Insurance.

List of Service Catalog vendors which includes the usual suspects plus PMG SCS – Service Catalog Suite and Service Ramp (not sure if this bay area company is still around)  

Business Alignment, Strategic Impact and Business Value, Service Delivery Issues

Benefits – User Friendly, single place to go to, sets clear expectations, reduce costs and resources, quicker time to market.

Steps to add value – find areas of the Business affected by requests – e.g. delivery and fulfilment for customers.

Build the business case – interactions, approvals, elapsed time.

Examples – ROI, Calls, Automated Approvals, Workflow Automation.

The principle that Service Providers deliver IT and Non IT services is flawed.  The Non IT services listed are the back office (HR, Finance, Procurement) capabilities consumed by all business units which are better understood than the front office industry specific capabilities.  For example the Patient Administration Service is the horizontal and Choose and Book is the industry vertical that is visible to the customer   The whole request fulfilment debate is that it is a given requirement.  So why do organisations buy Ariba type solutions or build web / intranet functionality to provide P2P procure to pay offerings. In terms of expected benefits a Service Catalog of itself does not result in reduced costs.

Service Catalog – A Practical Approach to Design and Implementation

Mike Kyffin – Technical Business Consultant, Cherwell

Webcast Vote = 4.0 / 5

Need to align across Business View, Customer View and IT View.

What is a Service Catalog? – Designed from the customer perspective.

Why create a Service Catalog? – Transform IT from a technical to a service led organisation.

Service Types – Technical (Email) and Business (AD, Enhancements, Support)

Service Classification – Core IT, Subscription based, On Demand

Service (permissions and user accounts) – category, sub-category, request type

User account management, telephony, network, desktop, email, server administration

e.g. delivery and management of electronic messaging services to and from the company

Service Catalog – urgency / impact / priority / resolution

What can this look like in your Service delivery and Management software?

Tip – implement and maintain a service mindset.   

The guidance in the good book (ITIL 2011 Edition) states that the Service Catalog should contain Business and Technical views.  The above examples are locked in the bowels of Service Operations (e.g. server administration) and the electronic messaging service example is sub optimal.  To make it more relevant it could be restated as – provide details of transaction activity across bank accounts during the working day and report in real-time to customers through their own electronic banking systems and the SWIFT delivery channel. (Business Unit – Treasury Operations)

The need to Transform IT from a technical to a service led organisation and embed a service mindset is key to success. Technical staff (e.g. DBAs) should be taught about their customers and the critical business processes they manage for the particular customer facing service they are supporting. In my experience it is easier to teach an individual with service skills (inter personal) technical know how than it is to teach a technical bod service skills. Being an expert in a technology skill (SFIA) is not sufficient anymore.

Strictly Service Catalog

Barclay Rae – BR Consulting

Webcast Vote = 4.1 / 5

Key Question – does the IT organisation deliver what customers need and can we demonstrate the value delivered?

Does the customer appreciate the value delivered?  Business value innovation

Airline example used – analogy.

What do we mean by services?  Bundle of activities (People, Process, Technology) combined to provide a business outcome.

SLAs – the small print details what it means.

Avoiding Issues – get everyone from IT and the Business together to agree objectives and approach.  Important to get the right people involved.

Customer <-> SLM <-> IT Service Provider

Business Value Reporting – Business Change, Service Design, Service Transition, CSI – CMDB – Incident, Problem, Change – Value Based Delivery

Service Catalog Hierarchy (AXIOS Template) and Service Attributes

Service Catalog Elements – End User Requirements, Business / Customer Service Catalog View, Technical (IT Service Provider) View

Moments of Truth – penny dropped for DBA when it was realised that they supported a service.

7 Step Route Map – Feasibility, Workshop, Customer Liaison, IT Liaison, Service Design, Documentation, Implement (with right skills)

FAST ITSM – we need ITSM to be faster and more agile.

The bundle of activities (People, Process, Technology) is a good place to start but too vague.  The definition of Service Assets (Capabilities and Resources) underpin a service.  The level of warranty (performance) and utility (functionality) determine the Service Level Objective or Target.  As a minimum get the budget holder of a Business Unit, Business Process Owners and the Business Relationship Manager plus the right people together to discuss desired outcomes rather than focus on inputs. The 7 Step Route Map is a proven approach.  More detail is required about FAST ITSM than what is available on the BR website.

How Napster Killed ITIL

Craig McDonagh – Service Now

Webcast Vote = 4.2 / 5

What was so appealing about Napster?

Get just what you needed, create your own albums, access what you needed from home, find what you wanted easily.

Cloud changes everything that was old is new again – Mainframe / Virtualization / Web

Service Management evolves for the cloud.

Service Catalog automation with SLM is absolutely essential.

Cloud management with Service Now

Service Catalog – Service Request – Request Approval – Workflow – Provisioning – Workflow – CMDB Update – IT Governance.

Service Catalog is a resource for the business and a resource for IT

If you don’t have a catalog, Business users will just use a different Service Catalog.

Service Catalog must be as easy to use as iTunes.  totally integrated with Service Management processes, available to everyone, extensible and service centric.

The Business are deciding which Service Catalog to use – Make it Yours

The above example of the 7 steps to get from the Service Request to IT Governance is where internal Service Providers fail.  If request fulfilment is so important is it possible to request a new service?  Typically users can self provision, for example if more compute units for a performance stress test are required these can be delivered by adding virtual machines.  As stated previously Service Requests can be fulfilled by Ariba or a custom solution.  Unfortunately most vendors do not address the Service Specification. In addition it is important to Model and target Service level objectives for Customer Facing services.

Service Catalog : Transforming IT into an App Store

Jason Rosenfield (Cask) & Jason Hopwood (AXIOS)

Webcast Vote = 4.2 / 5

Define Business Services Used.

Create a Service Design package.

Understand the customer experience.

What would your customers expect?

Shift incidents and requests upstream to Tier 0 – self service (upstreaming)

Establish Service Catalog vision – Customer perspective, Business perspective, Technical perspective

(different organisations require different views of a service)

Develop Business Case – identify stakeholders from each “Line of Service”

Evaluate existing services.  Existing list of customer facing services, supporting services are different.

Define service attributes.

Do not try and tackle all services in initial version of the Service Catalog.

Control the Catalog – approve and manage change.

Deploy the Service Catalog – Assess, Design, Pilot, Implement (deploy in consumable phases)

What can AXIUOS and CASK do to help?  CASK has a Cheat SheetTM and SC BuilderTM  (Kick Start)

It is important that Business Units are treated differently so that their needs are understood.  A Service Specification should include the service offerings (customer facing) for each Business Unit e.g. a global Investment Bank will have Wealth, Asset and IB business units each with specific requirements.

The Line of Service approach is very effective.  By taking a Service Line view it is possible to articulate to a Business Owner exactly what and who delivers their service.  The Service Manager or Service Owner is able to provide visibility into who is providing their service from an end to end / front to back perspective.

Service Catalog – It can deliver more value than you think

Matthew Burrows – BSM Impact

Webcast Vote = 4.2 / 5

ISO/IEC 20000-1 is a service management system standard.

Documented catalogue of services (4.3.1 d)

Service provider shall agree a “catalogue of services” with the customer.

Contract Portfolio.  Product and Service Portfolio delivered in line with contract commitments.

Business value demonstrated to end user and the product / service of the organisation as awhole – not just IT.

Service Portfolio – possible inclusions are layers of a service model, BPM, Enterprise Tool and capabilities, Enterprise Data Model, ICT, Suppliers / Partners.

Define services in business terms.

Service Request Catalog

Let’s get a consultant in and leave them to do it.  Important to transfer knowledge to client.

Promise, Measure, Manage

Service Contracts, Service Account Plans (future demand/initiatives and what we plan to deliver), Self Service

Service Catalog, Service Contract, Service Model, SLA, OLA, underpinning contract

Business Services – two types – business process (Payroll, Billing) and business product / services (Voice, SMS)

Service Contract – what we deliver.  Service Catalog – what can be delivered.

Service Model should be developed for each business service.

Service Cost Management – cost allocation, TCO, Benchmarking.

Pointers – model how services support the business.

We must understand our Business (not just IT)

ISO/IEC 20000 is all about “should” and “shall” and the statements should not be seen as discrete requirements.  The standard together with ITIL describes what to do but not how to do it. Consultants will increasingly be engaged directly by the (frustrated) Business because they have relevant industry knowledge and can model how business processes are enabled by Information Services. Not sure why an Internal Service Provider should need a Contract Portfolio.  External Service Providers have a contract with a defined “schedule of services”.

Service Catalog – 4 Decisions for Execution Success

Ivanka Menken – The Art of Service

Webcast Vote = 4.5 / 5

IT staff confuse a “service” as perceived by the customer with an IT system.

Business Catalog is a pre sales document. The Technical Catalog underpins the Business Catalog.

4 Decisions

  1. Who are you serving? – Business or external Customers
  2. People – Hire Attitude, Train Skills, Appoint a Service Catalog Manager
  3. Cash – budget for service not just products
  4. Execution

Where to start?  Create a draft catalog.  Discuss with stakeholders, Update catalog, Use catalog for SLA negotiations.

Business getting IT’ed

Presenter is the author of a book about Business Relationship Management.  So there is a service culture and mindset engrained in the above approach.  The Business Catalog is not a pre-sales document it is a living repository describing a set of customer facing services.  If the Technical catalog and the Configuration management system are so important, what will happen when services are provided from in the cloud and appear as a black box.

Service Catalog  Challenges in a Multi Vendor Environment

Managing a Catalog of IT Enabled Services in a Multi Vendor Environment

Bill Powell – Zenetex

Webcast Vote = 4.5 / 5

Services are intangible and non storable.  They cannot be managed until they are defined.

What is a Service Catalog? One or more repositories of available IT enabled services.

Realization -= SPM – Service Product Manager / Order to Activation – Request

Basic Service Provider Requirements

  • Establish a catalogue of service descriptions with the customer.
  • Maintain an up to date catalog.
  • Update Service Catalog when new or changed services are introduced.
  • Review with the Customer at planned intervals.

RACI matrix with Service Product Manager – Accountable and the CIO – Responsible

In a Multi Vendor environment who is responsible for integrating the enterprise Service Catalog?

Do Service Providers have agreements with each other?

Internal Service Provider, Service Integrator as a separate provider, External Service Provider.

No one supplier is responsible for end-to-end services.

New Catalog Requirements

  • Integrated trusted source of available services
  • Cross supplier standards to enable integrated view
  • Cross supplier dependencies included in Service Descriptions

Critical Success Factors – Catalog Information Integration, Tools Integration, Catalog Support.

As to be expected from the mentor of the ITILv3 Service Strategy core volume, sound advice which reflects where most organisations are today and will be moving to in the future.  Internal Service Providers are dinosaurs because they do not have the breadth of capabilities required to provide value to the Business at the right price point.  Given this it is important that a “Retained Organisation” of, senior and few in number, personnel is established who have experience of managing in Multi Vendor environments and are able to stitch together the components (Service Assets) of the end to end service.  The members of the “Retained Organisation” should be hybrids in that they understand both the Business and IS.

Service Catalog and Cloud Computing : No Catalog No Cloud

Rodrigo Flores – Cisco

Webcast Vote = 4.6 / 5

Explosion in the amount of Information

Growth of connected devices

Explosion of Apps and Social Media (AppXchange, Google Apps, iPhone, Amazon Web Services)

Very beginning of a major shift – “Big Switch”, Nicholas Carr. The significance of a shift to Cloud Computing.

Rich Service Models Evolve – BYOPC (Build Your Own PC), Oauth (ID Access Management), IAAS (Infrastructure as a Service – Data centre)

The power of Cloud – pooled resources, delivered as service.

Cloud based IT Delivery Model.  Corporate, Marketing, Finance, Engineering, HR

Step One – Service Catalog is standard, componentized, technical service offerings, ready for automation. Self-service.  What’s new is the focus on automation processes.

Step Two – make it actionable

Overview of CITEIS (Gen2) orchestration, provisioning, availability, support and maintenance windows, order fulfilment.

CISCO IT benefits – Agility and TCO reduction

Recommendation – Crawl, Walk, Run

Step Three – implement a roadmap for standard offerings in your catalog  

All things “Cloud” are very topical and cannot be ignored because they will have a major impact as organisations look for agility and value for money.  The explosion of big data and information along with increasing use of mobility options means that IT is no longer in control.  Customers and corporate users have a bigger say / voice in how they consume services.

For me the presentation went off message with the overview of CITEIS.  CISCO purchased newScale and have force fitted / diluted the functionality to focus on CISCO products and services rather than what the customer wants.

Key Observations

 (reply to whatdoesgoodlooklike@gmail.com or @WDGLL)

IT only exists to serve the Business.  The Business increasingly treat IT as a commodity and if the Internal Service Provider is not demonstrating value against higher expectations then the Business will bypass IS and commission services from alternate providers.

It is disappointing that the (IT) Service Management industry has not addressed a key dependency required to create a meaningful Service Catalog.  IT is still detached from the Business.  BITA – Business IT Alignment, Business Service Management, Business Technology Management were meant to bridge the service expectation gap.  IT still expect to talk about technical widgets whilst the Business has much more understanding of how to communicate what outcomes they expect and have little interest in the how it is delivered. 

I have coined a term for the fact that IS is tightly integrated with the Business – “bISness”   

It is important to promote and engender a service culture and mindset by arranging for IS personnel to walk in the shoes of the customer.  This can be easily achieved through being aware of the day in the life of their business counterpart.  Alternatively encourage staff to co-locate with the Business areas they provide day to day support in order to improve understanding of how their actions enable business operation.

Here is a 3 step approach to obtain the information that is required in order to create a Service Catalog.

Step 1 – Create a Service Specification

This Service Specification defines the scope of Service(s) offered to the Business by Service Provider, how the Service(s) will be managed and how performance of these Service(s) will be measured.

The Service Specification is intended to create a common understanding of service priorities, agree responsibilities and articulate the expectations and obligations of both parties.  To work effectively, it must be viewed as a two-way living document with both the Business and the Retained Organisation having shared expectations and mutual obligations.

Step 2 – Define Customer Groups

It is important to appropriately define Customer Groups within your organisation.  Understanding the specific requirements of each Customer Group will enable the Service Provider to better manage expectations and achieve improved levels of customer satisfaction.  Customer Groups are logical groupings within the Business to which services are provided.  Each Customer Group may have different service level needs.

Customer Groups can also be further divided into Customer Types.  Customer Types are users in Customer Groups with similar service requirements.

Step 3 – Define the Service Model

Describe the critical interactions between the Business / end user  and the Service Provider setting out the end to end view – Tier 1 (Service Desk), Tier 2 (Support), Tier 3 (3rd Party S/W vendor)

10 Comments

Filed under Business

Service Catalogue – some practical advice

Service Catalog – Are you the Master or Slave?

Challenges of setting up a Service Catalog

For many IT organizations, setting up a Service Catalog requires them to think in a different way. Services become more about the business need than about the underpinning technology components. IT must talk to customers, and see services from a non-technical standpoint. This can be a challenge but one that must be overcome to get a meaningful Service Catalog in place. The first way this manifests is in defining services themselves. This must be understood, agreed and represent a business-defined view.

5 Tips for implementing a Service Catalog

1. Carry out a Service Catalog workshop.

a. Ask the right questions.
b. Involve your business customers.
c. Agree on the definition of a service.
d. Organize the information you already have.

2. List the dependencies each service has.
3. Decide usage parameters.
4. Start with a reasonable number of services first.
5. Make sure you know your requirements before investing in automation tools.

Sharon Taylor Webcast

Service Catalog the Business Case & ROI

Once business needs are clear and documented, begin defining the service value chain. This helps uncover the resource and capabilities [Service Assets] you have and those you may need to acquire. It is usually at this point that hidden benefits for shared services and service packages begin to emerge. Before engaging the business, spend some time visualizing the service value chain to build a basis to instill a communal perception.

Sharon Taylor White Paper

Brian Kerr talks about the Service Catalog as the shop window to the Businesslink

Barclay RaeWhy bother with a Service Catalog? – link 

Rod Bridgman gave a thought provoking presentation on Plan, Change & Run your Portfolio of Services from the Cloud.  Skip to 24 minutes in – Link 

There is an “interactive”  session on the itSMF conference agenda, Tuesday 08th November entitled – All we need now is a Service Catalogue presented by Karen Brusch who  is the chair of itSMF Service Level Management Special Interest Group.  Can someone who is attending please ask Karen what the Service Catalogue and Portal component of the Cloud Architecture will look like. (Service Strategy Appendix C.4 Page 389) 

Leave a comment

Filed under Business

Which conference will YOU be attending?

I received an email from Danielle @ itSMF this week informing me that there is only four weeks to go until the UK Annual Conference.

There are 10 reasons listed why you should attend:

  1. Best practice guidance, delivered by service management experts at just the right level (Good or Leading practices not Best)
  2. Learning from industry leaders
  3. Inspirational keynotes
  4. Doing more with less
  5. New solutions to familiar problems
  6. Gaining hands-on experience – join one of our experiential learning or simulation workshops, essentially a “game environment” for learning
  7. Catching up with industry developments – Exhibition, showcasing the latest products and services from around 50 service management software, training and consultancy organisations
  8. Being part of an international community
  9. Recognising industry achievements.
  10. Two days, one roof

Conference package prices range from £369 to £1249 exclusive of VAT, while a one day pass to the Exhibition at only £35 plus VAT is excellent value and will enable you to meet Barclay Rae and some of his ITSMtv colleagues.

Unlike previous events, there does not seem to be an overall theme for the itSMF UK conference this year.

In August, I had a conversation with the COO of the company who are on stand E9 in the Exhibition Hall.  In this meeting, we discussed the use of Telestrations as a delivery method to increase the number of eyes that are able to view their eLearning and classroom based training content.  Here is an example of a Telestration:

So the choice is a simple one.  To what extent do you need to attend in person or is it possible to access some of the presentation materials and vendor sales [exhibits] on the Web?

Gartner Symposium IT Xpo (Barcelona 07-10 November)

It is important to note that the Gartner Symposium IT Xpo is being held at the same time as the itSMF UK Annual Conference.  The Symposium ITxpo is about Re-imagine IT : Leading from the Front and Gartner promote the conference in the following way.  These two video clips were created to promote the US (Orlando, FL) conference taking place from 16-20 October.  It is also possible to access the Orlando conference live blog to get a flavour of what good looks like.

Gartner also share a detailed preview of the various tracks.  Here is an example of the Applications Track.

Finally Gartner  make it easier to justify your attendance by providing you with a Justification Toolkit which includes a customisible letter to your manager and a trip report.  They also send out a post event brief.

16th Annual International IT Service Management Conference & Exhibition – “Pink 12”

Given that you may have waited until now to book your place at the itSMF UK Annual conference why not use your budget to attend Pink 12 in Las Vegas – the 16th Annual International IT Service Management Conference & Exhibition (19-22 February 2012).

The Pink 12 conference theme is about “Knowledge Translated Into Results“, showing you how to go beyond just theory to achieve true business value and outcomes

The Last Early Bird Offer is only valid if you register and pay by October 28, 2011:

  • Save over $500! on a Regular Pass: $1,995 – plus stay at the world famous Bellagio Hotel for only $99.00 a night (maximum 3 nights – February 19, 20, 21)

Pink11 opened with this thought-provoking video: is IT ready?

I’ll leave it up to you to decide which conference to attend

should I stay or should I go” [The Clash]

Leave a comment

Filed under Business