IT Service Catalog

1. IT Service Catalog The Cornerstone for Service Delivery* National Laboratories Information Technology Summit May/June 2009 Cynthia Caton, Service Manager Computing Support Services (CSS) at Sandia National Laboratories Sandia is a multiprogram laboratory operated by Sandia Corporation, a Lockheed Martin Company,for the United States Department of Energy’s National Nuclear Security Administration under contract DE-AC04-94AL85000.

2. Forrester Research Quote* “ Service Catalogs are the cornerstone of service delivery and automation, and the starting point for any company interested in saving money and improving relationships with the business.” - Julia Giera, Vice President and Research Fellow, Forester Research

3. What is an IT Service Catalog? Per ITIL (formerly known as the Information Technology Infrastructure Library), the Service Catalog … • Is a database or structured document with information about all live IT services, including those available for deployment • Is part of the Service Portfolio published to customers • Is used to support the sales and delivery of IT service • Includes information about deliverables, prices, contact points, ordering, and requesting processes ITILV3 ITIL® is a registered trademark of the OGC -The Office of Government Commerce

4. Service Catalog Technical Service Catalog Details of ITservices delivered to the customer with relationships to supporting services necessary to support the provision of the service to the business (IT to IT) Business Service Catalog Details of IT services delivered to the customer with relationships to the business Views into the Service Catalog What services am I using? What levels am I receiving? What is my IT spend? Business Customer What services can I buy? What does this include? When will I get it? What services do I offer? What service levels are available? What are my key metrics? Service Level Manager End User

5. What is an IT Service? Again, per ITIL, a Service is… “A means of delivering value to customers by facilitating outcomes customers want to achieve, without the ownership of specific costs and risks.” ITIL V3 ITIL® is a registered trademark of the OGC -The Office of Government Commerce

6. What is the Value of a Service Catalog to IT Providers? • The IT Service Catalog … • Allows IT Providers to communicate with their customers • Helps set the customer’s expectations about the services to be delivered • Serves as a type of Service Level Agreement between IT Providers and their customers and end users • Serves as the system of record for the data IT Providers need to run their business • A means to reduce cost by automating the service ordering and delivery process without compromising service quality • When basic services are clearly defined and delivered, resources are freed up for innovation and specialized requests

7. What is the Value of the Service Catalog to Customers? • Customers determine the value of a service based on its ability to perform tasks that accomplish a desired outcome. A service must be fit for purpose AND have warranty! • The Service Catalog … • Establishes an accurate picture of IT services available to the customer and end user • Provides one location for customers to transact business with all participating IT service providers (Order it here! or Click here to order!) • Makes service descriptions accessible 24x7 • Increases efficiency of obtaining IT services

8. Demo Service Catalog Courtesy of PinkATLAS

9. Groundwork Laid for an SNL Service Catalog • Initial focus is on end user (customer-facing) view • Initial service descriptionsinclude services from Telecommunications, Desktop Computing, Enterprise Computing, High Performance Computing/Scientific Computing, and Cyber • Will address content for the technical service catalog later • Identified potential services & categorized them into service lines using the rule of 15 or fewer categories • Completed the service description template (used by service owners to describe their service offerings) • Chose atool to host the service catalog; designed the format for displaying the “store front” and the service description entries • Began entering completed service catalog descriptions into the service catalog application

10. Current and Future Direction for the SNL Service Catalog The CIO Office has expressed interest in a SNL-wide Service Catalog. Currently developing formal project plan using ITIL best practices Identified dedicated resources to manage and implement the project Identified critical path elements to implement a pilot Will implement project plan tasks to address on-going management and to incorporate automation

11. Demo of SNL’s Service Catalog • SNL Service Catalog to date

12. Take-Aways to Help You Get Started on Your Service Catalog Get educated Pink Elephant, IT Service Management Experts and ITIL Educators, Conference and Consulting Service Providers HDI (Help Desk Institute) PinkATLAS – ITSM and ITIL Resource Center sold by Pink Elephant Check out examples of catalogs http://www.its.state.nc.us/ServiceCatalog/Index.asp http://its.ucsc.edu/service_catalog/ http://ist.berkeley.edu/services/catalog http://www.griffith.edu.au/ins/service_catalogue/a-z.html Check out vendor products Build and propose a business case for the development of a service catalog project

13. Credits Pink Elephant, PinkATLAS I displayed slides outside the terms of use of the PinkATLAS agreement with Pink Elephant’s permission. Forrester Research Quote Mark Judy, SNL ITIL V3

14. Questions?

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