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Create an IT View of the Service Catalog

Unlock the full value of your service catalog with technical components.

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Contributors

  • Martin McCarthy, HO Global Service Delivery, Euromoney
  • Greg Yanni, BRM/EA, Interbank 1
  • Yvan LePlat, IT Manager, Epson France
  • Karl Kowalski, Chief Information Technology Officer, University of Alaska
  • Martha Mason, UAF CIO and Executive Director of User Services, University of Alaska
  • Cara Brunk, Service Catalog Manager, University of Alaska
  • Carolyn Weaver, CIO, Des Moines University
  • Ba Thinh Nguyen, Business Process Lead, Hybris SAP
  • Patrick Corbett, Service Owner, Infrastructure Planning & Engineering, CIBC
  • Ken Waldron, Manager, Support and Applications Development, Maves Intl.
  • Diane Sousa, Service Catalog Manager
  • Joseph Sgandurra, Sr. Manager Project Delivery, Loblaws
  • David Bokovay, Project Manager, Workers Safety and Compensation Board
  • Bill Leimbach, VP IT, Goucher College
  • Sterling Bjorndahl, Director of Operations, eHealth Saskatchewan

Your Challenge

  • Organizations often don’t understand which technical services affect user-facing services.
  • Organizations lack clarity around ownership of responsibilities for service delivery.
  • Organizations are vulnerable to change-related incidents when they don’t have insight into service dependencies and their business impact.

Our Advice

Critical Insight

  • Even IT professionals underestimate the effort and the complexity of technical components required to deliver a service.
  • Info-Tech’s methodology promotes service orientation among technical teams by highlighting how their work affects the value of user-facing services.
  • CIOs can use the technical part of the catalog as a tool to articulate the value, dependencies, and constraints of services to business leaders.

Impact and Result

  • Extend the user-facing service catalog to document the people, processes, and technology required to deliver user-facing services.
  • Bring transparency to how services are delivered to better articulate IT’s capabilities and strengthen IT-business alignment.
  • Increase IT’s ability to assess the impact of changes, make informed decisions, and mitigate change-related risks.
  • Respond to incidents and problems in the IT environment with more agility due to reduced diagnosis time for issues.

Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should build the technical components of your service catalog, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Launch the project

Build a strong foundation for the project to increase the chances of success.

2. Identify service-specific technologies

Identify which technologies are specific to certain services.

3. Identify underpinning technologies

Determine which technologies underpin the existence of user-facing services.

4. Map the people and processes to the technologies they support

Document the roles and responsibilities required to deliver each user-facing service.

Guided Implementations

This guided implementation is a nine call advisory process.

Guided Implementation #1 - Launch the project

Call #1 - Identify the project leader with the appropriate skills
Call #2 - Assemble a well-rounded project team
Call #3 - Develop a mission statement and change messages

Guided Implementation #2 - Identify service-specific technology

Call #1 - Create categories for service-specific technology
Call #2 - Identify technology specific to a service

Guided Implementation #3 - Identify underpinning services

Call #1 - Determine threshold for underpinning services
Call #2 - Identify underpinning services and their components

Guided Implementation #4 - Map people and processes

Call #1 - Identify the major teams involved in service delivery
Call #2 - Identify the people and processes required to support user-facing services

Onsite Workshop

Discuss This Workshop

Book Your Workshop

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Launch the Project

The Purpose

  • Build a foundation to kick off the project.

Key Benefits Achieved

  • A carefully selected team of project participants.
  • Identified stakeholders and metrics.

Activities

Outputs

1.1

Create a communication plan

  • Project charter
1.2

Complete the training deck

  • Understanding of the process used to complete the definitions

Module 2: Identify Service-Specific Technologies and Underpinning Technologies

The Purpose

  • Determine the technologies that support the user-facing services.

Key Benefits Achieved

  • Understanding of what is required to run a service.

Activities

Outputs

2.1

Determine service-specific technology categories

  • Logical buckets of service-specific technologies makes it easier to identify them
2.2

Identify service-specific technologies

  • Identified technologies
2.3

Determine underpinning technologies

  • Identified underpinning services and technologies

Module 3: Identify People and Processes

The Purpose

  • Discover the roles and responsibilities required to deliver each user-facing service.

Key Benefits Achieved

  • Understanding of what is required to deliver each user-facing service.

Activities

Outputs

3.1

Determine roles required to deliver services based on organizational structure

  • Mapped responsibilities to each user-facing service
3.2

Document the services

  • Completed service definition visuals

Module 4: Complete the Service Definition Chart and Visual Diagrams

The Purpose

  • Create a central hub (database) of all the technical components required to deliver a service.

Key Benefits Achieved

  • Single source of information where IT can see what is required to deliver each service.
  • Ability to leverage the extended catalog to benefit the organization.

Activities

Outputs

4.1

Document all the previous steps in the service definition chart and visual diagrams

  • Completed service definition visual diagrams and completed catalog
4.2

Review service definition with team and subject matter experts