Job Navigator Service Catalog Manager Intact Techcom
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Summary
Job Navigator –Service Catalog Manager Are you responsible for your organization’s Service Catalog, but don’tknow where to start? Or what to do to ensure its overall health over time?This eBook provides tips, best practices, and step-by-step guidance INTRODUCTIONaround which metrics to track and how to track them to help you succeedin your role
2 1. The Role of the Service Catalog Manager 2. Expected Outcomes 3. Best PracticesCONTENT 4. Card Sort Exercise 5. Request Management Process 6. KPIs and Metrics to Track 7. Glossary Service Catalog Manager The Role Managing the catalog is about keeping the catalog up to date and ensuring it adds value to both the organization providing the IT Service and to the organization/customer receiving the service
Responsibilities Remove retired Ensure all new and Ensure the Service Portal design & Ensure Service services at the existing services are Catalog continues to usage Catalog is accurate,appropriate time correctly recorded in serve the needs of complete, and up-to- the Service Catalog those who need to date use it 4 Increase adoption Improve Service DeliveryEXPECTEDOUTCOMES Improve customer Drive continuous satisfaction service improvement Note: Service Catalog items should be included in the Service Definition and as a component of the change process to ensure catalog offering accuracy
5 When developing a catalog hierarchy, consider the following: § Report and KPIs – Catalog categorization / hierarchy should align with reporting and KPIs § Ease of Usability (Rule of thumb: 3 clicks and in) BEST § Focus on End Users (language should make sense to non-PRACTICES technical / non-IT workforce) § Typical Hierarchy: o Category o Subcategory (if needed) o Service o Offering 6 § Using a card sort activity with a sample group of end users from various areas of the business is a good way to test and ensure the language and categories you have chosen make sense to non-IT users
CARD SORT o How it works - Provide 2 columns: Column 1 = the name of the item/offering, Column 2 = list of categories. Ask participants to EXERCISE match the item to the category. Include the option for participants to select “unsure”
o Evaluate the results from this activity. If correct match is >80%, then the categories you’ve selected will work. If several participants reported being “unsure” or <80% result, you should re-think the categories you’ve chosen
7 Self-ServiceRequest Management Process Approval Assignment or Escalation REQUEST Ongoing Communication MANAGEMENT Closure Customer Satisfaction Survey 8 KPIs & Metrics to TrackKPI - ADOPTION Customer % of Portal Ease of Use Satisfaction Requests User perception of how easy the ITSM % user satisfaction with the overall % of total number of service requests tool is to use and navigate experience of the portal via the Service Catalog Portal vs. the Service DeskKPI - PERFORMANCE Service User Backlog Report Request Aging Experience SLA % of Service Requests Open > 10 Breakdown of End-to-End (E2E) Number of requests opened, closed, and Days steps of workflow and the average that still remain open in a given period duration of each phase 9 Adoption Metric 1 Ease of Use User perception of how easy the ITSM tool is to Target: 4 out of 5 use and navigate 1. Investigate 2. Analyze 3. Design 4. Build⇢ Work with users to identify pain points ⇢ Can users find items? Is the catalog ⇢ Use card sort activity to determine ⇢ Build/release new layout and and gather feedback by: organized in a usable fashion? user-focused terminology to reorganize categorization and communicate & re-classify release ⇢ Hosting user forums / town halls ⇢ Are the right items being offered? Are / brown bags the items accurate / current? ⇢ Identify list of catalog items that are ⇢ De-activate obsolete catalog items and obsolete communicate update⇢ Analyze tickets classified as “Other” to ⇢ Are users not finding what they are identify trends looking for? ⇢ IF items exist, design communication to better ⇢ Determine need for new socialize services and/or education ⇢ IF service not available, define workflow and requirements 10 Adoption Metric 2 Customer Satisfaction % user satisfaction with the overall experience of Target: 90% the portal 1. Investigate 2. Analyze 3. Design 4. Build⇢ Proactively eliminate negative trends in ⇢ Follow guidelines for specific metrics in ⇢ Design plan to improve negative trend ⇢ Execute and communicate what has other performance or adoption metrics the Job Navigator Guide based on guidance in the Job been done and why it has been done before they impact customer Navigator Guide that way, and communicate message ⇢ Determine why the customer is of continued commitment to customer satisfaction dissatisfied ⇢ Design plan to improve future results satisfaction⇢ Follow up with survey responders to determine the root cause of ⇢ Is it people-related? dissatisfaction ⇢ Is it service-related? ⇢ Is it communication-related? ⇢ Is it difficulty-related? 11 Adoption Metric 3 % of total number of % of Portal Requests service requests via the Service Catalog Portal Target: 20% vs. the Service Desk 1. Investigate 2. Analyze 3. Design 4. Build⇢ Work with the vendor, user community, ⇢ Is this the initial rollout of the portal? ⇢ Work with the Service Desk to develop a ⇢ Add portal link to all Service Desk email and the Service Desk to find out why marketing and communication campaign signatures tickets aren’t being submitted via the portal ⇢ Has usage spiked quickly and then to promote the portal significantly decreased quickly? ⇢ Add portal reference to Service Desk ⇢ After an initial rollout there is ⇢ Use feedback and survey data to drive script when a user calls in or sends an typically a spike in usage, followed ⇢ Is the Service Desk promoting use innovation email by a quick decrease, and then a of the portal? steady ongoing increase in the % ⇢ Work with SLM to adjust SLAs accordingly ⇢ Continuously release communications ⇢ Is there ongoing use of the portal? about the portal of tickets submitted through the portal ⇢ Is there a specific reason or user ⇢ Release updated SLAs and/or monitor dissatisfaction? Analyze and average ticket time through the portal resolve negative trends using the compared to all other channels Job Navigator Guide for that metric ⇢ Is ticket priority being treated the same for tickets regardless of channel of submission? 12
Service Catalog Manager The Role Managing the catalog is about keeping the catalog up to date and ensuring it adds value to both the organization providing the IT Service and to the organization/customer receiving the service. Responsibilities 4 Ensure all new and existing services are correctly recorded in the Service Catalog Remove retired
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Frequently Asked Questions
What is service catalog management?
Service Catalog is a tool for service portfolio management decisions. It identifies the linkage between service assets, services, and business outcomes It also identifies the demand for a service and shows how the service provider will fulfill the demand. Now, we will learn the purpose of the service catalog management process.
Who is intact financial corporation?
We are Intact Financial Corporation, the largest provider property and casualty insurance in Canada, and a leading provider of specialty insurance in North America. With 20,000 team members from coast-to-coast serving millions of customers, we’re leading an insurance transformation to better protect people, businesses and society.
When should i enter a new service into the service catalog?
Every new service should be entered into the Service catalog once its initial definition of requirements has been documented and agreed. The Service catalog should record the status of every service, through the stages of its defined lifecycle. Are you looking forward to becoming an ITIL expert?
What are the key performance indicators associated with the service catalog?
The two main Key Performance Indicators (KPIs) associated with the Service catalog and its management are: The number of services recorded and managed as a percentage of those being delivered and transitioned in the live environment