Read Achievo-HPSM-Service-Catalog-Module-Development-2009-03-03-EN text version

Technology Brief

Deploying HP Service Manager's Service Catalog Module

The Challenge: Your IT organization is faced with the challenge of cutting costs while delivering higher value to the business in the midst of constant change - this is the new reality for IT. Most companies however, have very complex internal request & ful llment processes which makes meeting this challenge next to impossible. This leads to even higher support costs and ultimately to frustration from trying to cope with a large volume of service requests while still trying to maintain high levels of customer satisfaction. You may need a Service Catalog. What is a Service Catalog? A service catalog is an online menu of the goods and services that IT organizations provide their customers. It serves as the foundation for de ning customer services, and communicating those services to business operations. Similar to an online shopping experience that most people are familiar with, a Service Catalog provides a customer-based perspective of available IT goods and services and associated information, such as how to access speci c services, and their cost. A Service Catalog ensures delivery of a repeatable and standardized quality of customer service, and is one of the core tools supporting Service Level Management (SLM) best practices.



Employee, based on entitlements...

...can "shop" for IT goods/services using the catalog


Their order can be approved or rejected based on pre-de ned criteria If the order is approved, it is ful lled through change, request management or an outside application

Ful llment

Change Management Request Management Service Desk AssetCenter HP Service Desk Identity Management Web Service

Sample Request Ful llment Process

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Service Catalog Bene ts: · Provides a centralized source of available IT services, and instructions for their access and use · Enables an accurate and consistent view into all business areas · Elevates the importance of customer satisfaction, and leads to better alignment of IT resources with business objectives · Facilitates continuous improvement in IT service provisioning · Establishes customer expectations that are realistic, fair and predictable · Reduces total cost of ownership (TCO) by providing service delivery and service quality metrics that drive continuous improvement Service Catalog Features: Innovative request handling Provides "one-off" transactional request fulfillment Enables subscription requests, permitting lifecycle management Updates service instance / configuration data based on completed requests Web-based employee self-service Lets end-users (or first-level support agents) request goods and services Allows business owners to create and publish catalog items and bundles via a built-in wizard Enables approvers to modify or approve all requests based on established business priorities Provides multi-language and multi-currency support for employees worldwide Out-of-the-box integration Integrates with other HP Service Manager modules like Service Level, Configuration, Change and Request Management Includes connectors to other third-party tools via Web Services application program interfaces (APIs) How Achievo Gets You There? Our HP Service Manager experts help you design and deploy your Service Catalog solution via a 4-step approach that establishes appropriate attributes for your implementation, including: · Service structure · Service description · Operational level agreements (OLAs) · Service level agreements (SLAs) · All related costs

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Step 1 ­ De nition We rst work with you to establish the highest level within the Service Catalog structure, providing a comprehensive infrastructure that supports all services with minimal anticipated revisions. Service Families are de ned, and aligned with the functional areas that they support. We then work with you to de ne the service o erings within the existing Service Family structure. Using data collected during the discovery process, we initially focus on identifying services provided to customers. Step 2 ­ Mapping In this step we focus on mapping established services to the existing customer population. This exercise provides IT with an understanding of service demand, and an opportunity to validate all of the services that are actually being used. We then decommission unused or altered services. At this point we account for expectations and dependencies for all services, processes or vendor lead times, serving as the foundation for the development of OLAs and SLAs. Step 3 ­ Agreements We now establish OLAs, when applicable, by developing a clear picture of a given service and its interdependencies. With OLAs in place, internal metrics for a given service can then be captured and used to de ne SLAs. SLAs for terms and availability of service are then established for applicable services, based on parameters agreed upon by IT and its customers. Prices for services, when applicable, are set based on the level of service being delivered, and an analysis of the service o ering, SLA options, and actual costs relative to services delivered. Step 4 ­ Operations This last step de nes the audience, purpose and process of the Service Catalog, and creates a training plan for all users. This training plan addresses current operations, as well as a process for catalog updates. The nal implementation includes creation and delivery of a communications plan. This plan describes a quarterly process for validating existing services, and a yearly process to validate your Service Catalog structure and attributes. With the process complete, HP Service Manager's Service Catalog module is tailored to your speci c needs and deployed to support your business objectives. Lack of Budget? Are you challenged with getting budget approval to deploy a full solution without being able to rst demonstrate real business value? In today's IT world, it's hard to get budget for projects that may not have the CIO's attention. Achievo can help you deploy a proof-of-concept that demonstrates real business value with a smaller upfront investment.

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Why Achievo? Credibility We are an accredited HP software implementation partner with the large enterprise / cross industry experience that can be leveraged to streamline your Service Catalog deployment Value Our well-established, highly e cient methodologies and unique global business model accelerates implementations and reduces solution costs by as much as 40% Expertise Our dedicated team of IT experts has the technical skills, application knowledge and client project experience to optimize your IT organization's service delivery Best Practices All our consultants are ITIL certi ed and expert in both industry and internally developed best practices Shared Risk Deployments can be executed on a xed price basis, essentially eliminating scope creep and cost overruns Technical Depth Whether Oracle, DB2 or SQL / Crystal, WebFocus or Siebel Analytics, Achievo has the technical breath and depth to handle the core deployment as well as the surrounding components such as uCMDB, integrations, and enterprise reporting End-to-end Support From requirements to post implementation support, we can provide complete end-to-end service. You can focus on supporting your customer while we handle the details. We can even provide you with post implementation support, as well as second and third line support for ongoing enhancements.

Global Software and IT Services

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