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Service Catalogue / Portfolio Management Practitioners Forum Thursday April 11 th , 2013 Katharina Stephens Scott Ber

Service Catalogue / Portfolio Management Practitioners Forum Thursday April 11 th , 2013 Katharina Stephens Scott Berard. Agenda. Housekeeping Introductions Services Definitions & Communication Stages of Development Next Steps Upcoming Events.

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Service Catalogue / Portfolio Management Practitioners Forum Thursday April 11 th , 2013 Katharina Stephens Scott Ber

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  1. Service Catalogue / Portfolio Management Practitioners ForumThursday April 11th, 2013Katharina StephensScott Berard

  2. Agenda • Housekeeping • Introductions • Services Definitions & Communication • Stages of Development • Next Steps • Upcoming Events

  3. HousekeepingWelcome to The City of CalgaryFire Alarms & WashroomsScott Berard

  4. IntroductionsName, Company, & ExperienceJon Dowell / Jorge Wong

  5. Objectives of the Practitioner Forum • To facilitate sharing of information and experiences between like minded practitioners • To provide an opportunity for networking • To grow the level of knowledge of participants

  6. How we operate • We try to meet quarterly as a group • The group drives future agenda based on interest levels • We respect the difference in our level of experiences • We participate and share freely.

  7. Definitions & CommunicationAn Introduction to Services Scott Berard itSMF Practitioner Forum April 11, 2013

  8. Service – The Bucket Engineer

  9. Services – What & WHO, but not How Level of granularity - less is more • Value to consumer in definition? • Manage, action and report • Scalability, Sustainment roles Consistency in the Catalog for all def’n • Fits with Model • Common attributes • Sole author Customer perspective first! • Who consumes the service, who pays? • How do your customers define the service? What is their WIIFM? • What ways can you make end service delivery easier for the customer?

  10. Catalog Foundational Steps Relationship Mgmt and Service Desk involvement Define owners to manage service content and changes Describe current delivery examples and expected outcomes Don’t get stuck on terminology and principles The Service Catalog is the cornerstone of . . . .

  11. Stages of DevelopmentWhere do I start Katharina Stephens itSMF Practitioner’s Forum April 11, 2013

  12. Types of Catalogues Service Portfolio “The complete set of services that is managed by a service provider” • Service Pipeline • Service Catalogue • Retired Services Service Catalogue • Customer Facing Services • Supporting Services Service Catalogue Lite • List of Operational Services

  13. Where are we? • Service Portfolio • Strategic • Service Catalogue • Tactical Service Catalogue “Lite” Operational Continual Service Improvement

  14. Setting the Stage What’s behind the curtain? What do we want to show? Who is in the Audience?

  15. Who is in the Audience? Service Portfolio Service Catalogue Service Catalogue “Lite” Continual Service Improvement

  16. What do we want to show? Service Portfolio Service Catalogue Service Catalogue “Lite” Continual Service Improvement

  17. What’s behind the curtain? Service Portfolio Service Catalogue Service Catalogue “Lite” Continual Service Improvement

  18. Keep them Coming Back • Processes to keep information current • Processes to manage the processes • Audit to measure performance and utilization

  19. Next StepsJon Dowell / Jorge Wong

  20. Next Steps • Future Sessions – Change • June 13, 2013 • October 10, 2013 • Future Sessions – Problem • May 16, 2013 • Sept 12, 2013 • Future Sessions – Service Catalogue • August 15, 2013 • Future Sessions – Incident Management • TBD • Potential Topics

  21. Upcoming Events! • itSMF Breakfast Events • April 25th • May 24th • ShareIT – Service Management Art – April 30th • itSMF Golf Tournament in support of Kiwanis – June 2013

  22. Thank you!

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