Service Catalog
Agenda
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What is a Service?
Rocky Mountain Café
Envelopes
Q&A
Definition: Service
A means of providing value to customers by facilitating outcomes
customers want to achieve without the ownership of specific costs
and risks
“People want a quarter inch
hole, not a quarter inch drill.”
-- Professor Theodore Levitt
Harvard Business School
Service Types
Core
• delivers basic
outcomes
desired by one
or more
Customers
Enabling
• needed in
order to
deliver a core
service
• may or may
not be visible
to the
customer
Enhancing
• added to a
core service to
make it more
attractive to
the customer
• used to
differentiate
from
competitors
RMU
Cookout Cafe
Cookout Café - Menu
Goal: Create a menu for the Cookout Café.
Task 1: Review Menu Version 1
Cookout Café - Menu
Menu Version 1
Hamburgers
Hamburger Buns
Napkins
BBQ Sandwich
Baked Beans
Potato Salad
Grill
Fries
Fried Pickles
Deep Fryer
Chips & Salsa
Mayonnaise
Grilled Chicken Sandwich
Hot Wings
Ketchup
Onion Rings
Hot Dogs
Hot Dog Buns
Lettuce
Mustard
Potato Skins
Cookout Café - Menu
Reviewed with owner and they feel there are
items on there that customers can/will not
actually order.
Task: New version of Menu with only items that
customers will order.
Cookout Café - Menu
Menu Version 1
Hamburgers
Hamburger Buns
Napkins
BBQ Sandwich
Baked Beans
Potato Salad
Grill
Fries
Fried Pickles
Deep Fryer
Chips & Salsa
Mayonnaise
Grilled Chicken Sandwich
Hot Wings
Ketchup
Onion Rings
Hot Dogs
Hot Dog Buns
Lettuce
Mustard
Potato Skins
Cookout Café - Menu
Menu Version 2
Hamburgers
Hamburger Buns
Napkins
BBQ Sandwich
Baked Beans
Potato Salad
Grill
Fries
Fried Pickles
Deep Fryer
Chips & Salsa
Mayonnaise
Grilled Chicken Sandwich
Hot Wings
Ketchup
Onion Rings
Hot Dogs
Hot Dog Buns
Lettuce
Mustard
Potato Skins
Cookout Café - Menu
Reviewed with owner and they want items
grouped together like a traditional menu.
Task: Reorganize items to match a more
traditional restaurant menu.
Cookout Café - Menu
Menu Version 3
Appetizers
Entrees
Sides
Cookout Café - Menu
Menu Version 3
Appetizers
Entrees
Sides
Fried Pickles
Potato Skins
Hot Wings
Chips & Salsa
Hamburgers
Hot Dogs
Grilled Chicken Sandwich
BBQ Sandwich
Fries
Onion Rings
Baked Beans
Potato Salad
Service Catalog
Service Catalog
Map Menu to Guide
Menu
Appetizers
Nachos
Nachos with Steak
Nachos with Chicken
1
1
Goal: Begin Draft Catalog based up
on the ECAR Service Catalog
publication.
Task: Work with your team to
arrange the available cards into
Service Category and Services.
Hint: You may have extra items that
are not a Service Category or Service
Service Catalog
Communication
and
Collaboration
End-Point
Computing
Email and
Calendaring
Network Access
Telephony
Printing
Websites
Software
Distribution
End-Point
Support
Cookout Café
2
2
Goal: Add a new service to Service
Catalog.
Task: Assume your role within and
work with your team to implement
this new service.
Hint: ?
Existing Portfolio
Are we just sitting around waiting on another service to start? Is anyone here not struggle with their current capacity when compared to the current demands. So to
add to our menu it needs to be a discussion around where its going to fit. We can’t add anything to the current pie with impacting it. Either one of these wedges has
to get smaller or we need a bigger pie.
Governance
• Should IT be adjusting these pie wedges in a vacuum. No it involves
the stakeholders with the university.
3
3
Goal: Handle request to remove a
service.
Task: Assume your role within and
work with your team to remove this
new service.
Hint: ?
Remove Service
• Ok, we decided to no longer support Television service, remove from
list.
• Whoa, wait a minute can we do that? The service desk phones are
blowing up. What should be have done?
Governance again
If we can’t add to the pie by ourselves, what makes us think we can take away slices by ourselves? Need to involve university stakeholders. The addition of new
services helps drive this conversation. They are related.