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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.
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
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
Create a communication plan
- Project charter
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
Determine service-specific technology categories
- Logical buckets of service-specific technologies makes it easier to identify them
Identify service-specific technologies
- Identified technologies
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
Determine roles required to deliver services based on organizational structure
- Mapped responsibilities to each user-facing service
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
Document all the previous steps in the service definition chart and visual diagrams
- Completed service definition visual diagrams and completed catalog
Review service definition with team and subject matter experts
