Breakfast Club: Lav dit eget Servicekatalog

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1 Breakfast Club: Lav dit eget katalog HP Software & Solutions Danmark Professional s Lars-Kristian.Larsen@hp.com 2008 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

2 Oplægget Lars Kristian Larsen, ITSM Senior Konsulent, Hewlett-Packard kataloget er den centrale oversigt og samling af viden om alle eksisterende it-services. I den bedste af alle verdener indeholder servicekatalog også informationer om de it-services, der er under udvikling, og de, der snart er klare til at blive taget i anvendelse. kataloget er den del af virksomhedens Portfolio, som i kommunikation med kunden giver en samlet oversigt over salg og leverance af itservices. Når det er sagt, så er der kun et spørgsmål, der springer i øjnene: Hvorfor er det så vanskeligt at udvikle og vedligeholde et servicekatalog? Denne Breakfast Club tager udfordringen op og siger: Lav dit eget katalog! I et samspil mellem Breakfast Club værtens korte udspil og deltagernes udfordringer er målet, at skabe en ramme for et servicekatalog, som man kan arbejde videre med hjemme. 2

3 Pas på! Dette er en workshop!! I et værksted bliver der udført arbejdet. Derfor skal du forvente at du kommer til at arbejde med spørgsmål og at der er flere slides, som du udleveret i Breakfast klubben

4 kataloget, det grundliggende Koncepts The Catalog Part of the Portfolio Details of all operational services and those being prepared for transition Business Catalog Details of all the IT services delivered to customers Visible to the customers Technical Catalog Details of all supporting services Not usually visible to customers 4 HP Confidential

5 ITIL V3 og IT Catalog The Catalog forms part of the Portfolio, and provides a central source of information on the IT services delivered by the service provider organization Portfolio Pipeline Catalog Retired s 5

6 Udfordringen? 7

7 Svar på tiltale? Customer management Business Relationship IT mission State of the art Reference Framework IT offering Conditions and requirements IT Catalogue IT Financial management Model Price and cost structure Continual service improvement SLAs Metrics and measurements (KPI, KGI) User request fulfilment Installed base Ownership Design requirements SLOs design, build & test operation 8

8 Skulle man starte med at Positionere kataloget? Hvad vil du med dit katalog? + Kataloget Executive Dashboard Strategic værdi Organisations design Proces definition Proces Implementering - + Investering (kr) 9

9 Continual Improvement Model 11 HP Confidential

10 Sådan kunne jeg jo finde på at gøre det (The HP way)

11 Document Application Support R B I Remote Access Middleware S T A J K Internet Access Database Desktop s s Network V s C D H L Q Telephony Monitoring U W E M N Backup & Restore X O Help-Desk Planification F G Local Support Y Storage P Z E-Learning Facilities Overblik over min angrebsflade Cultural Change Catalog Solution Deliverables ITSM Awareness Map Used for strategic purpose Catalog Brochure Used for marketing the services User vs. Matrix Used for service support & delivery Descriptions Every day use of the services Process Definition & Automation Catalog Support Business Primary Business Business processes Process Products Line of Business A Line of Business B Line of Business C Marketing Product Sales Manufacturing Channels & Customer Development Distribution Support Risk Accounting Administration Facilities Procurement Human Resources Standard s BUSINESS SERVICES INFRASTRUCTURE SERVICES BUSINESS SERVICES Financial Corporate Resource Planning Mgt. 1 Introduction to Lines BUSINESS PROCESSES AND INFORMATION TECHNOLOGIES Introduction Lines User Environment It provides a complete operative environment for final user. s Catalogue of PNTI s Summary PNTI version 1.1 Date: 18/12/2002 Business Solutions Development It analyses the new business opportunities, defining the strategies to develop each opportunity and it realizes the implementation and evolution of necessary solutions. Information and Communications Systems It offers a group of applications available for user who covers the different business processes of the organization. User Support It provides support for incidences, enquiries, and problems of user not only on technical level but also on functional level, so it also gives answer for specific needs of analysis about business processes. página 1 CUST OMER GROUPS a) PSD-EMEA Customer Care Center (E-CCC) b) E-CCC Outsourcers (Stream and Sykes) c) PSD-EMEA Customer Care Assurance (E-CCA) d) PSD-EMEA Technology Center (E-T C) e) PSD-EMEA Customer Care Receptions (E-CCR) f) PSD-EMEA Customer Information Center (CIC) g) E-CCC Satellites h) SSD-EMEA Novell Support i) E-CCC Platform Groups SERVI CE GROUPS COMMENT CALL ROUT I NG SERVI CES Call Routing T T T T T Call Observing T For Team-leaders only Call Statistics Monitor Application T Call Volume Reporting T T Wall Display T KNOWLEDGE MANAGEMENT SERVI CES Call T racking T T T T T Call T racking Reporting T T T T ECCC Information Web T T T T ECCC Phone Book T T T T Financial Applications T Human Resource Applications T Knowledge Base T T T T Process D D D D D D D D D Room Planning T T T T T Warranty Application T Web Browsing T T T T WORKPLACE SERVI CES Anti Virus Application T T T T Anti Virus PC Electronic Agenda D D D D D D D D D Electronic Mail T T T T T T T T T Mobile Computer T T T T Mobile Faxing T T T T Mobile Telephone T T T T Network Faxing T T T T Network File- and P rint T T T T Network Scanning T T T T Office Applications T T T T Personal Computer T T T T Remote Network Access T T T T T elephone Network T T T T T est IT Network T T T T T Legend : T = targeted D = service under development = to be defined/discussed 20