September 27, 2017 at 11:14How to create a user-friendly service catalog: doing it in 9 steps
The service catalog is inextricably linked with the concept of ITSM and is an essential component of the service approach. The need for its creation arises at the stage of implementation of ITSM.
This becomes clear from the analogies that Sharon Taylor, chief architect of ITIL's third edition , cites . She compares the service catalog with the iTunes or App Store for enterprises, an online reference and a resource for developers at the same time. We will deal with this topic with the help of a small checklist. / Flickr / DRs Kulturarvsprojekt / CC When an enterprise starts working with a service catalog, the question arises of how to compile it. To deal with this, consider the necessary steps and conditions.
In compiling the catalog of services, of course, competent people familiar with the problem should take part. It is important to connect the IT department to work.
The number of people who will participate in the creation of the catalog directly depends on the size of the organization and the volume of services provided. Of course, a person or a responsible team should be appointed, who will take on the role of the catalog manager.
It will also be good if the team includes a representative of the leadership and at least several end users. Often, they perceive tasks differently than the employees of the IT department, and operate on other names of services. This approach will help to find a balance and make the service catalog understandable.
In addition to communicating with end users, it is important to expand the feedback work to specific business users. You should find out the needs of group leaders and managers. This will also help clarify the cost of each service.
Taylor notes that the easiest and at the same time effective way to start creating a service catalog is to collect a list of services already provided. The inventory should be comprehensive. According to Troy DuMoulin, vice president of Pink Elephant, an ITSM consulting group, this is the key to creating an effective directory. Each service should be indicated separately, and after - inside the category. The next stage requires a list of services that the IT department does not provide at the moment, but is going to provide in the future.
Now is the time to use the feedback collection results and find the intersections between features and requests. Taylor advises not to overload the first version of the catalog and stick to several key processes. Of course, based on specific business requests. ITIL expert Michael Scarborough recalls : “Having a large number of services in the catalog does not necessarily make it better or more suitable for the business. Having the right combination of services in an easily accessible catalog is what the business wants. ”
After compiling the final version of the list of services, you should prepare intuitive descriptions for each of them.
The main task now is to establish the dependencies between the service being performed and the resources required for its implementation, including the identification of contractors, accounting for the contribution of third-party suppliers, IT components and processes.
Based on this, it is worth determining the parameters of use: the level of access for performers, the ability to make changes, and so on. Each category of services should have an owner, as well as the first, second and third levels of support with a clear delineation of responsibility and authority.
When the list of services as a structure is ready, it's time to organize the catalog. After forming the basis for the technical version of the catalog, it makes sense to adapt it to the second important category - the client.
It contains only top-level information in a concise form and without technical details. It is important to answer questions such as “Does the business user use the word“ infrastructure ”for backup services?” And, accordingly, get rid of the confusion in the simplified version.
As for the main version, how to specifically organize and classify services depends on the size of the organization, the needs of the end user, and - most importantly - the logic. This is the basis of user experience.
Now it's time to go through the finished catalog. To ensure its availability, at least one end user should be involved. You should not involve too many people in this process, otherwise the famous culinary problem of "the more cooks, the worse the broth" cannot be avoided.
At this point, it is important to identify several key indicators to measure. For example, changing the processing time of emergency requests with and without a directory.
In many cases it is better to open the general access to the catalog in stages. So you can check the performance of a small set of services and identify recurring errors. The publication of a service catalog must be announced in advance.
It will not be superfluous to think out incentive programs for end users. For example, you can develop a workbook for working with it and encourage participants to complete the training. It is important to explain exactly how the service catalog will be useful to them.
There are products to automate the operation of the catalog. However, Sharon Taylor insists that you should not immediately resort to these tools. Only after feeling confident in the architecture of the service catalog and the processes supporting it, enterprises should choose the appropriate software product.
The development of a process for checking and updating the service catalog is included in the list of main stages, since without relevance the catalog loses its meaning. It is important to add and remove services and support levels in a timely manner. That is why you should pre-appoint a manager or team that will constantly monitor services in accordance with the prepared schedule. Regular updating and viewing of the catalog of IT services should be carried out at least once a quarter, and once a year arrange a comprehensive audit of the structure. In addition, it is important to continue evaluating key indicators. This will always maintain an understanding of the effectiveness of the directory.
PS In our blog you will find other useful articles on service management:
This becomes clear from the analogies that Sharon Taylor, chief architect of ITIL's third edition , cites . She compares the service catalog with the iTunes or App Store for enterprises, an online reference and a resource for developers at the same time. We will deal with this topic with the help of a small checklist. / Flickr / DRs Kulturarvsprojekt / CC When an enterprise starts working with a service catalog, the question arises of how to compile it. To deal with this, consider the necessary steps and conditions.
Step 1. Team Building
In compiling the catalog of services, of course, competent people familiar with the problem should take part. It is important to connect the IT department to work.
The number of people who will participate in the creation of the catalog directly depends on the size of the organization and the volume of services provided. Of course, a person or a responsible team should be appointed, who will take on the role of the catalog manager.
It will also be good if the team includes a representative of the leadership and at least several end users. Often, they perceive tasks differently than the employees of the IT department, and operate on other names of services. This approach will help to find a balance and make the service catalog understandable.
Step 2. Gather feedback
In addition to communicating with end users, it is important to expand the feedback work to specific business users. You should find out the needs of group leaders and managers. This will also help clarify the cost of each service.
Step 3. Create a list of services
Taylor notes that the easiest and at the same time effective way to start creating a service catalog is to collect a list of services already provided. The inventory should be comprehensive. According to Troy DuMoulin, vice president of Pink Elephant, an ITSM consulting group, this is the key to creating an effective directory. Each service should be indicated separately, and after - inside the category. The next stage requires a list of services that the IT department does not provide at the moment, but is going to provide in the future.
Now is the time to use the feedback collection results and find the intersections between features and requests. Taylor advises not to overload the first version of the catalog and stick to several key processes. Of course, based on specific business requests. ITIL expert Michael Scarborough recalls : “Having a large number of services in the catalog does not necessarily make it better or more suitable for the business. Having the right combination of services in an easily accessible catalog is what the business wants. ”
After compiling the final version of the list of services, you should prepare intuitive descriptions for each of them.
Step 4. Allocation of resources and responsibility
The main task now is to establish the dependencies between the service being performed and the resources required for its implementation, including the identification of contractors, accounting for the contribution of third-party suppliers, IT components and processes.
Based on this, it is worth determining the parameters of use: the level of access for performers, the ability to make changes, and so on. Each category of services should have an owner, as well as the first, second and third levels of support with a clear delineation of responsibility and authority.
Step 5. Preparation of the catalog in two versions
When the list of services as a structure is ready, it's time to organize the catalog. After forming the basis for the technical version of the catalog, it makes sense to adapt it to the second important category - the client.
It contains only top-level information in a concise form and without technical details. It is important to answer questions such as “Does the business user use the word“ infrastructure ”for backup services?” And, accordingly, get rid of the confusion in the simplified version.
As for the main version, how to specifically organize and classify services depends on the size of the organization, the needs of the end user, and - most importantly - the logic. This is the basis of user experience.
Step 6. Control Tests
Now it's time to go through the finished catalog. To ensure its availability, at least one end user should be involved. You should not involve too many people in this process, otherwise the famous culinary problem of "the more cooks, the worse the broth" cannot be avoided.
At this point, it is important to identify several key indicators to measure. For example, changing the processing time of emergency requests with and without a directory.
Step 7. Publishing the service catalog
In many cases it is better to open the general access to the catalog in stages. So you can check the performance of a small set of services and identify recurring errors. The publication of a service catalog must be announced in advance.
It will not be superfluous to think out incentive programs for end users. For example, you can develop a workbook for working with it and encourage participants to complete the training. It is important to explain exactly how the service catalog will be useful to them.
Step 8. Automation
There are products to automate the operation of the catalog. However, Sharon Taylor insists that you should not immediately resort to these tools. Only after feeling confident in the architecture of the service catalog and the processes supporting it, enterprises should choose the appropriate software product.
Step 9. Directory Support
The development of a process for checking and updating the service catalog is included in the list of main stages, since without relevance the catalog loses its meaning. It is important to add and remove services and support levels in a timely manner. That is why you should pre-appoint a manager or team that will constantly monitor services in accordance with the prepared schedule. Regular updating and viewing of the catalog of IT services should be carried out at least once a quarter, and once a year arrange a comprehensive audit of the structure. In addition, it is important to continue evaluating key indicators. This will always maintain an understanding of the effectiveness of the directory.
PS In our blog you will find other useful articles on service management: