Getting in Gear with the Service Catalog How an actionable Service Catalog can drive Service Management adoption, improve Customer Satisfaction and provide a Return On Investment......And do it quickly
Introductions
Hello I m Mark Galligan I work at First American Financial 25+ years (yikes!) IT operations experience I m here today to share with you some of the successes we ve had with our ITSM program and our Service Catalog
People, Process & Tool I get the privilege to represent a group of people who knew there was a better way...
What We Do and Where Provide comprehensive title insurance, closing / settlement, property data and technology solutions Provide insurance and home warranty products that offer important protection for your families most valuable asset Offer a variety of personal estate, financial, retirement, tax planning and securities management alternatives Facilitate simple and complex residential, commercial and industrial real estate transactions inside and outside the United States 3,143 counties and 60 countries
Challenges
IT Operations Contribution to Our Business Access Privilege Application Support Communication Cellular, Network, Telephony Facilities Management IT Provisioning Desktops, Laptops, Network, Servers, Storage Messaging and Collaboration Service Desk
But how well was the Contribution received? High call volume, staff over tasked Long hold times, high abandon rates Fulfillment requests managed by tribal knowledge Late, incomplete work Unpredictable levels of service
An Approach to IT Service
IT Service Management Our way to improve the value of the services we provide Define our services and items Organize our work Establish service levels and a common framework that is used by others
Where to focus? The Service Catalog An IT storefront Offer your most frequently ordered items Provide a method to make a generic request Report incidents too! Drives other ITSM practices like Service Level Management and influences Incident and Service Request disciplines
Mapping out how you really do the things you do Start with the most frequently requested Service Requests - the Top 10 if you will Get your Experts together Involve all groups that have a stake in the delivery of the item or service Realize that it s going to take a few iterations to figure it out Don t let the perfect become the enemy of the good and I wouldn t suggest starting with IT Provisioning for New Employees
Our Service Catalog
Where we are today
Where we are today
Where we are today
Driven by Workflow
Running the Numbers
Calls to the Service Desk 25000 20000 Calls 15000 10000 5000 0 Jan 2011 Feb 2011 Mar 2011 Apr 2011 May 2011 Jun 2011 Jul 2011 Aug 2011 Sep 2011 Oct 2011 Nov 2011 Dec 2011 Jan 2012 Feb 2012 Mar 2012 Date Apr 2012 May 2012 Jun 2012 Jul 2012 Aug 2012 Sep 2012 Oct 2012 Nov 2012 Dec 2012 Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 Service Desk Calls
Service Desk ASA Average Speed to Answer in Seconds 360 300 240 180 120 60 0 Jan 2011 Feb 2011 Mar 2011 Apr 2011 May 2011 Jun 2011 Jul 2011 Aug 2011 Sep 2011 Oct 2011 Nov 2011 Dec 2011 Jan 2012 The Service Catalog Debuts Feb 2012 Mar 2012 Date Apr 2012 May 2012 Jun 2012 Jul 2012 Aug 2012 Sep 2012 Oct 2012 IT Provisioning for New Employees Nov 2012 Dec 2012 Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 Service Desk Calls
Calls & ASA 24000 360 20000 300 Calls 16000 12000 8000 240 180 120 ASA in Seconds 4000 60 0 Jan 2011 Feb 2011 Mar 2011 Apr 2011 May 2011 Jun 2011 Jul 2011 Aug 2011 Sep 2011 Oct 2011 Nov 2011 Dec 2011 Jan 2012 Feb 2012 Mar 2012 Apr 2012 May 2012 Jun 2012 Jul 2012 Aug 2012 Sep 2012 Oct 2012 Nov 2012 Dec 2012 Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 Date Service Desk Calls Average Speed to Answer 0
Incidents 10000 8000 Incidents 6000 4000 2000 0 Jan 2011 Feb 2011 Mar 2011 Apr 2011 May 2011 Jun 2011 Jul 2011 Aug 2011 Sep 2011 Oct 2011 Nov 2011 Dec 2011 Jan 2012 Feb 2012 Mar 2012 Apr 2012 May 2012 Jun 2012 Jul 2012 Aug 2012 Sep 2012 Oct 2012 Nov 2012 Dec 2012 Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 Jun 2013 Date Incidents
Service Requests 20000 16000 Requests 12000 8000 4000 0 Jan 2011 Feb 2011 Mar 2011 Apr 2011 May 2011 Jun 2011 Jul 2011 Aug 2011 Sep 2011 Oct 2011 Nov 2011 Dec 2011 Jan 2012 Feb 2012 Mar 2012 Apr 2012 Date May 2012 Jun 2012 Jul 2012 Aug 2012 Sep 2012 Oct 2012 Nov 2012 Dec 2012 Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 Jun 2013 Service Requests Catalog Task
IT Provisioning for New Hires 400 2000 Provisioning Requests 300 200 100 Provisioning Tasks 1500 1000 500 0 0 Sep 2012 Oct 2012 Nov 2012 Dec 2012 Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 Jun 2013 Date Employee s Provisioned Sep 2012 Oct 2012 Nov 2012 Dec 2012 Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 Jun 2013 Date Employee Provisioning Tasks
Service Integrations
Integrations Desktop VAR Paging Notification System Customer Survey System 3rd Party Support Desktop Configuration Manger Knowledge Management Content USPS UPS FedEx (coming soon) Old Ticketing System Network Monitoring ITSM Tool Server Monitoring Identity Manager Active Directory HR System
What s New / Next IT Provisioning for temporary employees Automated software delivery Bi-directional integration with System Center Automated paging and recording with xmatters Look and feel of Corporate website with CMS
Some of the Before and After December 2011 Present Catalog Items 0 122 SLA Documented for Incidents Documented for Incidents Documented for Items and Svcs Measured Reported Managed Tasks Managed by an Orchestrated Workflow 0 127 Active IT Provisioning for New Employees 120 per month 390 per month Service Desk Average Speed to Answer 3 Minutes 1 Minute Information / Data Disparate locations, hard to get at it, opinion driven Mostly in one location, easy to access, data driven
The Service Desk that had difficulties answering the phone in 2011... Won industry recognition in 2012!
Thank you for your time!