It’s best to select a wide cross-section of users to represent the business as a whole. 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. Service Catalog Planning, 215 Depot Ct SE, 2nd FloorLeesburg, VA 20175. After that, it’s time to gather the team. 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. Being able to quantify results in terms of savings in money and/or labor is the key point when developing metrics. 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. IT Management Daily Newsletter. It helps define the services and standardize quality customer service. The service catalog toolset is the enabling technology for the digital workplace to aggregate the required services into one platform. And, most importantly, it educates the whole team on new concepts, best practices and definitions. As one of the most valuable tools in your arsenal, the catalog should provide a single source of information pertaining to the operational services provided by the IT service provider. The customer version of the service catalog contains only relevant top-level information. Employee Self-Service Portal, There’s no lack of seemingly sound advice. To understand the difference between a Service Catalog and a Service Portfolio, see the related blog post on the difference between the two. Developing a service catalog is an exercise in good... 2) Define security and access permissions. This can include the concept of displaying a single service first to request an account. One critical success factor for planning the service catalog is having executive support for the effort. Continue collecting and acting on the feedback until all of issues and/or concerns have been mitigated. The Answer is Everyone! 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. Who Should Be Included in Service Catalog Planning? 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. We then build a starter Catalog for you, which you can publish to your customers. As all 24×7 organizations know, on-demand access to resources is critical and the focal point for those services is the service catalog. Get your Service Catalog started on the right foot and keep your services organized for years. These 4 steps need to be addressed and understood before you even get started on phase one buildout. Download This Template. When aggregating multiple service catalogs in complex environments, having the ability to show or hide these services becomes critical. One tool that offers all of this is BMC Digital Workplace. The best practice for building each service that will be offered is to take all of the information gathered from service owners and other stakeholders and use the information to build out the service. 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. Who Should Be Included in Service Catalog Planning? Keep it brief, and avoid techy talk. This is accomplished by performing an analysis of the groups that make up the IT organization. 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. Service Catalogue Template which lists all IT services, including information related to a specific service that is presented in the service catalog. Define individual catalog items using Service Catalog. Data catalogs use metadata to identify the data tables, files, and databases. Bundling these services together to deliver a specific outcome, allows for that seamless experience that customers are craving. Once created, the user is added to a few groups that will expand the numbers and types of services that are displayed to her/him and can be based on their job function. The Answer is Everyone! You can also standardize request fulfillment to ensure the accuracy and availability of the items in the catalogs. The frequency of reviews can be modified to monthly or quarterly as the business sees fit once the service catalog is well established. Lastly, to further simplify the service catalog, spend time on bundling services. Ask These Questions to Succeed. The catalog crawls the company’s databases and brings the metadata (not the actual data) to the data catalog. Service Now, IT consumerization has created an audience accustomed to well-designed, personalized user interfaces that are intuitive and easy to navigate and use. In these examples, tactical works. 12 tips on building a successful Service Catalog5. This means providing the capability to report issues and provide feedback. It’s a good idea to keep the collected feedback structured and organized. Catalog managers and catalog editors can also edit an item if they are assigned to ITIL Strategy, Time is money, so accelerating the time to value realization creates a more agile service deployment, which results in cost efficiencies for the enterprise. 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. He is an expert in the design and deployment of enterprise level solutions, system and data migration strategies as well as custom application development. Is Doing a Service Catalog Worth the Effort? Ask These Questions to Succeed; Is Doing a Service Catalog Worth the Effort? Metrics and key performance indicators (KPIs) should be reviewed by service owners and the business on a weekly basis at first to determine if services should be added, modified, or even removed from the catalog. YES! Selecting your team members for the project involves engaging a good cross section of the IT organization. Service catalogs are a great tool to provide an overview of the services you offer as an IT department. For each defined service, identify all of the servicerecords required and create a delivery map 6 7. Our free Service Catalog Template is just the leg-up you need. 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. Start with an initial communication that states what is being done and why. Related Articles. to design a holistic Service Catalog. Now that we know who will request and who will deliver the services, we can focus on identifying what services the catalog offers. But, when it comes to launching a project, a tactical approach when guided by experience can be a viable way to start. Implementing a service catalog saves time, garners users' trust and bolsters your internal SLAs, writes ITSM Watch guest columnist Mike Drapeau of the Drapeau Group. If you’re considering BMC Helix ITSM or another technology investment and could use planning assistance to achieve a user-friendly end result, fill out our contact form to speak with someone about our implementation services. Creating a people-centric catalog puts the IT service delivery focus where it belongs – on helping your people acquire the resources they need to be successful. Additionally, well-designed and consistently applied categorizations provide reporting metrics that are easily interpreted. A service catalog briefs the information about the services, services description, its costs, and SLAs associated. The catalog defines, documents, and organizes the services that IT delivers to the organization. Customer-Centric IT, They are a great foundation for getting the whole view of what it takes to build an effective services catalog. He utilizes a solid and methodical approach that consistently achieves outcomes vital to businesses objectives. You should begin collecting data as soon as the pilot starts. Plus, an end user should expect the same consumer-like experience that they have with online shopping within the service catalog. You can streamline workflows, create a better customer experience, and build a robust—and flexible—catalog structure. 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. Mike Roper is a Principal Software Consultant with BMC Customer Success Services assisting Federal government clients. Customize portals where your customers can request catalog items such as service and product offerings. 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. 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 ITIL 4 vs ITIL v3: What’s The Difference? I recommend you start with categorizing services and applying keywords to facilitate easily navigating to or searching for the appropriate service. 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. Planning a Service Catalog Project? More agile and effective customer service; Instant catalog fixes; Marketing that’s more omnichannel and flexible → So many advantages of online catalogs for businesses: don't get left behind . 3) Simplify the search process. ServiceNow, IT service catalogs have been under pressure in recent years to meet the demands of a more challenging and sophisticated user population. As an example, it is important to take into account where the services will be fulfilled. 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. How to design an online catalog. Finally, using the data gathered to validate the effectiveness of the services being provided will drive continual improvement. Having representation from multiple areas has the benefit of people who know the people and the processes. 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. What I found was that we had an in house capability to build a catalog first, without a costly investment – it was SharePoint. Customer-Centric ITSM, IT Service Catalogue. ITSM Strategy, Now that we have an understanding of the characteristics of a proper tool, let’s explore the inputs that allow for the creation of services that will excite your end users. What’s a Service Catalog? Specifically, a strategic approach: The strategic approach sounds more costly and time-consuming, but it doesn’t have to be. Don is a frequent writer, blogger and presenter, and has delivered over 50 webinars on topics in Service Management, including IT and shared services. Doing so streamlines delivery for specific events. 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. The next communication should describe the benefits of the catalog, which will start generating positive anticipation around the service catalog. Service Catalog Consultant, The work in preparing your team for building a service catalog can seem hard, but it’s necessary. 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. Why that is can best be illustrated with an example. Service Catalog workflows enable administrators to easily define a complex, multi‑step process for fulfilling and approving the request. A good service request application will also have the flexibility to automate the fulfillment process whenever possible. It also makes sense to identify or assign a service owner for each group. Learn more about BMC ›. 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®. 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. Define the user interface elements for the portal when deploying the managed application. He has more than twenty years of progressive IT experience that includes a wide variety of disciplines and industries. A tactical approach is useful for customers looking to improve or upgrade an existing portal. 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 Understanding what the customer wants is a key aspect to planning. ServiceNow Partner, Plan customer needs for a service catalog. Topics: It is the one-stop shop to fulfill your users’ needs. Use your development methodology as the basis of theproject plan together with a proven reference model6. 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. Agree on a review process . Think about what might happen if an employee in the facilities department had the ability to request a new virtual server. 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. From my experience, critical features and functions of a proper tool include an intuitive user interface with easy drag-and-drop functionality for developers. It acts as a common interface where customers can access the services. Service categories allow your users to locate the services they need in the shortest amount of time. You can create, edit, and copy catalog items.Catalog administrators can edit an item from the service catalog listing. One of the hallmarks of great service catalog software is the ability to quickly and easily build and deploy services to your end users. And, all the effort is worth it ahead of Step 5: Define your start. ITIL Consulting, Providing multiple channels and methods of interaction—such as email, web, and mobile—allows the user to quickly communicate with those fulfilling the requests. Having a strategic communication plan will go a long way in preparing your users for the new catalog. For example, a common vision statement around what customers want from a service catalog would be: “As a customer, I would like the ability to find, request and receive products and services easily and in a timely fashion so that I may perform my job more efficiently.”. The point is to collect as much information as possible from the focus group during the pilot. Overall, it’s important to outline what needs to be presented to management and when to demonstrate the value of the time and effort put into the service catalog has been realized. The strategic approach lays the groundwork for customer-centric services. To the user, a particular service may seem very easy to deliver on the surface. There are three main benefits: you create realistic expectations for your customers, you’re better able to explain to management what you’re spending your time on, plus it vastly improves your potential to deliver good self-service. Mike advises clients from concepts into requirements and well-planned execution. Why you need a Service Catalog; 2. Service Catalogue Template Service Catalogue. COMMENT 1 2 >> Last Page. 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. IT Service Catalog Workshops, Please let us know by emailing www.bmc.com/blogs. They should be presented with an easy-to-use interface that makes requesting and tracking those services through to completion a seamless and frictionless experience. Every Effective Service Catalog Includes These Four Parts, Five Principles for Creating a Customer Centric Service Portal and Catalog: Part 1, Five Principles for Creating a Customer Centric Service Portal and Catalog: Part 2, webinars on topics in Service Management, including IT and shared services, Service Asset and Configuration Management, Very easy to bail out and submit a general request/get help, A good place to quickly check status of any open requests – it must be better than just calling or sending an email to the service desk, Ties your efforts with strategic objectives, Ensures executive communication and alignment, Get real clarity on why you are doing this, Governance and roles / responsibilities are critical and different than what you are used to – for end to end customer service delivery, A common language is the foundation of long term success, Understanding the needed parts ensures you create a complete, sustainable service catalog for customers, providers and managers, Knowing what you want and why is the only way to get exactly what you need. 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. In it, our ITIL-Expert certified consultants provide training around what constitutes a Service and how best to create or revise a Service Catalog. In many organizations, any user on the network may request and consume services from the 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. There are several steps that need to be taken to developing a well-functioning IT service catalog, Taylor explains: Get feedback from business users. Identify your customers and service providers. What a Service Catalog is; 3. 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. Service Catalog Template Download it here. 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. 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. The technical view service catalog should include information relevant to IT and service providers. Submit Feedback » More by Author » PRINT. How to build a service catalog Utilizing multiple communication channels that are available greatly increases the chances of reaching as many people as possible. Use this set of templates and explanatory article to build a service catalog to document IT services and assist your customers. 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. 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. 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. They have a deep understanding of what their users need and how they work. … How to Develop a Service Catalog 1) Identify the services your business needs in order to operate. Some service delivery aspects can have service level targets that are automated. Developing measurements, tracking, and reporting on them are accomplished in a manner similar to how the service catalog was defined and built. News and analysis for IT professionals. Create a .zip package that contains the required template files. 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. Don Casson, Defining your start (tactical or strategic approach) is the fifth step to successful planning. It... 2. Let’s dive in further to explore the user community. Here, phase 1 project activities are defined. 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. If you attempt to build out your solution without, , an IT consulting firm helping medium to enterprise public and private sector organizations to dramatically transform their IT operations. 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. It also adds value to customers who want to create a new, simple portal (small, demo-like portal) to show what the future could look like and begin to handle customer interactions. 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. 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 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. With the goal in mind, let’s lay out some planning steps. This is the first step -- find out exactly … Building a good, customer-centric service catalog takes preparation. We developed our Service Catalog workshop to address this very pain point. 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. 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 make your Service Catalog actionable; 4. How to Build a Service Catalog In 6 Simple Steps Step 1: Identify Stakeholders. The catalog also describes the features of the services and how each is intended to be used. The best way to do that is through having a thoughtful and intuitive service catalog. Enabling rapid access to products and services that are not only easy to find and request but also are designed to be easily fulfilled will move the organization towards realizing a digital workplace through self-service. With the ServiceNow® Service Catalog application, create service catalogs that provide your customers with self-service opportunities. This may continue up to the release date. The concept of entitlements can also be extended to services from multiple catalogs. Executing the communication plan happens throughout the lifecycle of the project, but it’s best practice to communicate early and often. Lucky for us, we had a closet SharePoint expert on staff who led the charge here. Service catalog management 101: Relevance to the business. Gather your content. Each catalog item can have a unique workflow and business rules with built‑in automation. What this webinar covers: 1. 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. Additionally, the catalog should enable those delivering the services to process the requests that users have submitted in a quick and efficient manner. Jun 27, 2007 By Mike Drapeau. Service Portal, Understanding what works and what user behavior indicates a need for improvement are crucial aspects of reporting and metrics. ©Copyright 2005-2021 BMC Software, Inc. 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. Who will have access to the service catalog and specific services? Building a good, customer-centric service catalog takes preparation. An engaged focus group will also help drive user acceptance and organizational change in a positive way. Interview each group to determine what services are currently fulfilled, estimate how long it takes to complete each one, and any costs associated with completing the request. This means that you should start communicating the release of the catalog to end users in a few phases. If left unexplained or poorly communicated, customers may develop an unrealistic view of the fulfillment timeline. The user-facing service catalog is the go-to place for IT service-related information. The content you'll need before you make the catalog includes images of the … This provides the strategic alignment between IT and the business. This is important because you don’t need to hire an expensive development team to build services. This may be accomplished through a service catalog entry, spreadsheet, SharePoint site, or even the tool itself. 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. These all-new for 2020 ITIL e-books highlight important elements of ITIL 4 best practices. Understanding who your customers are and what services they will consume is a fundamental step in building the service catalog. Why a Common Language is Fundamental to Service Catalog Success, What’s Inside? 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. Just the leg-up you need complete list of services a company provides for customers... Few phases we then build a service catalog is a Principal software with. Describes the features of the hallmarks of great service catalog a new virtual server development methodology the. 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