Service management online : creating a successful service request catalogue.

Format:

Book

Language:

English

Subjects (All):

Customer relations--Management.

Customer relations.

Physical Description:

1 online resource (144 pages) : illustrations, tables

Edition:

1st ed.

Place of Publication:

London, [England] : TSO, 2016.

Summary:

This is a practical guide for those in IT service management who have to create and develop efficient service request catalogues for consumer and business services. In order to have smooth online transactions, the service request catalogue is critical. The author defines the service request catalogue and goes onto to show how to optimally design and create a successful customer experience.

Contents:

Service Management Online - Creating a Successful Service Request Catalogue

Contents

List of figures

List of tables

About this guide

Foreword

Preface

Acknowledgements

1 Introduction

1.1 What is a service catalogue?

Figure 1.1 The service portfolio

1.2 What is a service? Beyond the definition

Figure 1.2 Service types using the cable TV example

1.3 Defining and documenting services

Table 1.1 Payroll services provided by IT

1.3.1 The service package

1.3.2 The service level package

1.3.3 Building service offerings

1.4 Service offerings as building blocks

Table 1.2 A sample service catalogue entry for email services

2 What's in your service catalogue?

2.1 Design considerations

Table 2.1 Service catalogue design approaches

Figure 2.1 Service catalogue views (audiences)

Table 2.2 Customer relationship management service use

Figure 2.2 Enterprise services within an insurance company

2.2 The case for the service request catalogue

2.2.1 Incident management

2.2.2 Request fulfilment and access management

2.2.3 Change management

3 Designing your service request catalogue

3.1 Defining your vision: scope and customer experience

3.2 The service request catalogue as a service portal

Figure 3.1 An enterprise service catalogue accessed through tiles on a single screen

Table 3.1 Onboarding activities by provider

3.3 Three common pitfalls in catalogue design and catalogue best practice

3.3.1 Pitfall no. 1: Designing the catalogue with IT in mind

Figure 3.2 Business value of requests

3.3.2 Pitfall no. 2: We can't automate account provisioning or software deployment because ...

3.3.3 Pitfall no. 3: Building the catalogue by silo not service or function

Figure 3.3 Functionally based catalogue

Figure 3.4 Functionally based catalogue with request links.

3.3.4 Catalogue design best practices

Figure 3.5 'Single pane of glass' design

3.4 Identifying requests and creating the pipeline

Figure 3.6 Request catalogue release management framework

3.4.1 Log the requests

Table 3.2 Sample request log

3.4.2 Request prioritization and catalogue release planning

Table 3.3 Initial rating of requests

Table 3.4 Ranking values

Table 3.5 Prioritized requests

Figure 3.7 Onboarding request workflow

3.5 The art of request design

3.5.1 Collecting the required information

3.5.2 Building fulfilment plans

Figure 3.8 An example of a procurement workflow using swim lanes

Figure 3.9 Equipment request workflow 1

Figure 3.10 Equipment request workflow 2

Table 3.6 Example of matrix for an approval workflow

Table 3.7 Example of matrix for a fulfilment workflow

Figure 3.11 Access request workflow (full)

Figure 3.12 Request workflow (customer view)

3.5.3 The internet shopping experience

3.6 Creating the catalogue experience

3.6.1 Catalogue branding and design

Figure 3.13 Web portal with CMS capability

Figure 3.14 Portal without CMS capability 1

Figure 3.15 Portal without CMS capability 2

3.6.2 The shopping cart experience

Figure 3.16 Main and secondary landing pages using CMS

Table 3.8 Fulfilment timeframe planning

3.6.3 IT is more than just requests

Table 3.9 A matrix to help with portal planning

Figure 3.17 Payroll department landing page

3.7 Integrating governance

3.7.1 Branding standards

3.7.2 Finance and asset control

3.7.3 Licensing or software asset management made easyusing an app store approach

Figure 3.18 Software asset management workflows

Table 3.10 Matrix for an inventory of software and licence types

3.7.4 Approvals, policies and process

3.8 Service level management.

4 Building your service requestcatalogue

4.1 The service request catalogue is not a 6-week project

4.2 Getting started

4.3 Project planning

Figure 4.1 Project planning for Waterfall development

Figure 4.2 Project planning for Scrum development

Figure 4.3 Catalogue phases (Waterfall development)

Figure 4.4 Catalogue sprints (Scrum development)

4.4 Maintaining momentum (over time)

4.5 Continual growth and improvement

Figure 4.5 Complex fulfilment stages

Figure 4.6 Simple fulfilment stages

5 Tool considerations

5.1 Use existing or buy new?

5.2 Bolt-on service request catalogues

5.3 Common features

5.3.1 Mobility

5.3.2 Portal functionality

5.3.3 Request design

5.3.4 Integration

5.3.5 Workflows

5.4 'Must haves' your customers will demand

5.4.1 Easy access

5.4.2 Easy password resets

5.4.3 Form design that is clean and instinctive

5.4.4 Feedback and status

5.4.5 Help

5.4.6 Self-service

5.5 Selecting the right tool for the organization

5.5.1 Proposed scoring methodology

Table 5.1 Applying MoSCoW to application features

Table 5.2 MoSCoW matrix for a more detailed comparison

6 Catalogue measurement and improvement

6.1 Service catalogue management

6.2 Request fulfilment

6.2.1 Number of requests received via the catalogue versus other sources

6.2.2 Performance against service levels

6.2.3 Number of requests fulfilled by team and on-time percentage by team

6.2.4 Back-ordered equipment and/or accessories and supplies

6.2.5 Cost of fulfilment versus pricing

6.2.6 Overall breakdown of requests by current state and by type

6.3 Catalogue improvement programmes

7 Organizing for success

7.1 Ownership and management roles

7.1.1 Service request catalogue process owner/product owner

Figure 7.1 High-level catalogue roadmap.

7.1.2 Service request catalogue manager(s)

7.1.3 Request fulfilment process owner

7.1.4 Request fulfilment manager

7.1.5 Project manager

7.1.6 Steering committee chairperson

7.2 Interface areas

8 In closing

Appendix A Planning templates

A.1 Service definition template

A.2 Service request prioritization log

A.3 Prioritization scoring guide

Service request prioritization log

A.4 Application access planning matrix

A.5 Application fulfilment planning matrix

A.6 Service level agreement planning matrix

A.7 Portal organization planning matrix

A.8 'App store' or software catalogue item planning matrix

A.9 MoSCoW rating matrix

End notes

Index.

Notes:

Includes index.

Description based on online resource; title from PDF title page (ebrary, viewed January 16, 2017).

Description based on publisher supplied metadata and other sources.

ISBN:

0-11-708292-9

OCLC:

960165361