If you are interested and involved in setting up or developing Service Catalogs, then this is the place for practical information and tangible debate.
Each week I'll set out valid points about how to make this work and what sort of problems we all face. We'll look at how to achieve success through real 'service' definition and service management using catalogs. It's clearly the key topic of the moment in ITSM - we're all trying to understand, deliver and gain value for our businesses in this area; its still relatively new and virgin territory for most people so there's a lot of learning and development going on - plus lots of opportunities to shine and be creative.
So keep informed, in touch and up to date through this blog! All feedback and contributions welcome.
So what are we talking about?
This is IT Service Management really growing up and becoming demonstrably relevant to the businesses that it serves. We have created a whole industry around ITIL, processes, tools, consultancy training and certification. Many businesses and CIOs do keep asking the V question however - where's the value?
There's 2 things here - (1) IT Departments demonstrating their value to their businesses and also (2) ITIL / ITSM and all that now goes with it being able to achieve and demonstrate ROI and value for money. In my view Service Catalog is the key to unlock the value of ITIL processes as it sets them and their metrics within a clear business agenda. For many organizations, incident, problem change, config etc have begun to look self-serving and whilst these are often well-managed processes (usually set up with the best intentions), they still don't deliver or demonstrate any real value in terms of contribution to a clear business mandate.
So what's so great about Service Catalog?
This forces us to start defining and designing services that are palpably business rather than ITservices - even though they involve a number of IT components. Its about creating a 'supply chain' approach using joined-up and customer-led thinking. What this gives us is the critical path for operational IT - that in turn gives us the focus to break down a lot of the old IT organizational barriers and deliver targeted services. We may all feel that we already do this or are close to this but what is often lacking is the proof and validation that we are doing the right things. Service Catalog gives us the framework to provide multi-level reporting, targeted and filtered to ensure that people in different areas get the information they need in an appropriate format - without irrelevant IT gobbledegook or patronising dated formats.
So where is the value?
The great news is that this isn’t just an exercise in documentation or work classification – it also delivers $$$/£££ value. Usually this comes through automation and removal of error-prone admin tasks and the vastly improved visibility and control that comes from service views and metrics. IT departments can really start to manage themselves with business and commercial heads on and not simply pay homage to ‘best practise’ which doesn’t in itself guarantee anything.
So this is about delivering and demonstrating value – it’s an exciting time and we’re all on a real learning curve about how to make this work.
Join me on this journey of discovery and keep in touch for more to help you, your project and career.
What is your experience with Service Catalog?
Do you have problems getting interest in your organization? Is IT resistant to doing this? How do you get people on board and engaged? Have you unwoven the different views and levels of Service Catalogs? Your feedback, questions and experiences are very welcome.
Barclay Rae
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