Implementing a request fulfillment process
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The document discusses implementing and managing a service catalogue and service requests. It describes evaluating a service catalogue solution in two companies by monitoring 8 metrics. It also discusses defining service, request and delivery process elements and relationships. Finally, it provides sample data on service requests from the two companies evaluated.
Implementing a request fulfillment process
- 1. Carlos Mendes Miguel Mira da Silva carlos.mendes@ist.utl.pt mms@ist.utl.pt 2/17/11 Carlos Mendes and Miguel Mira da Silva 1
- 2. • We’ve a service catalogue and now what? • Manage the requests made over it • Evaluate the soluBon in two companies – monitored 8 metrics 2/17/11 Carlos Mendes and Miguel Mira da Silva 2
- 3. • How to implement? • What are the the relaBons between requests and other concepts? 2/17/11 Carlos Mendes and Miguel Mira da Silva 3
- 4. • Service catalogue can become obsolete • IT managers cannot establish relaBons between the service results and the elements that work together to achieve those results 2/17/11 Carlos Mendes and Miguel Mira da Silva 4
- 5. • ITIL: “a means of delivering value to customers by facilitaBng outcomes customers want to achieve without the ownership of specific costs or risks” • DicBonary: “is associated with intangibility, being defined as an acBon, not a thing, which cannot be stored or reused” • Restaurant example 2/17/11 Carlos Mendes and Miguel Mira da Silva 5
- 6. Defini3on Elements • Is an acBon not a thing and is intangible • Name • DescripBon • Is simultaneously produced and consumed • Image • Responds to idenBfied needs • Categories • Base Features • Can be sold to external companies • Base Cost • Uses capabiliBes and resources • OpBonal Features • Follows a delivery process • Exclusions • Prerequisites • May contain tangible results • State • Is described with user terms • Service Level Agreements (SLA) • Validity • Service Owner • Needs Approval • Delivery Process 2/17/11 Carlos Mendes and Miguel Mira da Silva 6
- 7. • Although the current frameworks idenBfy the principal aspects of what a service catalogue is, they fail to explain how to implement this concept • What is the difference between incident, change and service request? • How to manage the service request lifecycle? 2/17/11 Carlos Mendes and Miguel Mira da Silva 7
- 8. 2/17/11 Carlos Mendes and Miguel Mira da Silva 8
- 9. • Service • Delivery Date • User • Validity Date • Receiver • OpBonal Features • Way of Request • Service Level Agreements • Request Date • Total Cost • Approval Date • State 2/17/11 Carlos Mendes and Miguel Mira da Silva 9
- 10. • Receiver – Receives the service requests Customer • User – Requests the services Side • Approver – Approves and pays the service requests • IT Technician – Fulfils the service requests Provider • Service Owner – Manages the service lifecycle Side • Service Provider – Manages the Service Owners 2/17/11 Carlos Mendes and Miguel Mira da Silva 10
- 11. 2/17/11 Carlos Mendes and Miguel Mira da Silva 11
- 12. • Two private companies – a sodware factory (with 12 employees) – a private company with around 100 employees • The service requests were registered in a prototype 2/17/11 Carlos Mendes and Miguel Mira da Silva 12
- 13. 1. Number of Service Requests processed 2. Request Fulfillment cost 3. Hours worked against budget 4. Time of day Requests have been submieed 5. Number of presently unanswered Requests 6. Number of Requests that have stopped dead in the process 7. Number of bypasses to the process 8. Percentage of Service Requests through the process 2/17/11 Carlos Mendes and Miguel Mira da Silva 13
- 14. SoBware Factory Implement New Change Existent Correc3ons to Features Features Existent Features Manag. Total Requests 175 87 45 72 379 Requests (%) 46,17 22,96 11,87 19 100 Total Effort (h) 5191,8 1378,6 1015,05 1571,05 9156,5 Effort (%) 56,7 15,06 11,09 17,16 100 Effort/Request(h) 29,67 15,85 22,56 21,82 24,16 Effort/Budget(%) 100,5 109,24 104,17 97,57 101,6 2º Organiza3on Implement New Change Existent Features Features Management Total Requests 162 195 2 359 Requests (%) 45,13 54,32 0,56 100 Total Effort (h) 381 208,05 1,25 590,3 Effort (%) 64,54 35,24 0,21 100 Effort/Request (h) 2,35 1,07 0,63 1,64 Effort/Budget (%) 100,59 100,53 100 100,57 2/17/11 Carlos Mendes and Miguel Mira da Silva 14
- 15. 80 70 Number of requests 60 50 40 30 20 10 0 8h 9h 10h 11h 12h 13h 14h 15h 16h 17h 18h 19h 20h 21h 22h 23h 24h Sodware Factory 2º OrganizaBon 2/17/11 Carlos Mendes and Miguel Mira da Silva 15
- 16. Metrics SoBware Factory 2º Organiza3on Metric 5 number of presently 116 16 unanswered requests Metric 6 number of requests that have 0 0 stopped dead in the process Metric 7 number of bypasses to the 0 0 process Metric 8 percentage of service requests 100% 100% through the process 2/17/11 Carlos Mendes and Miguel Mira da Silva 16
- 17. • Close the Gap 3 and Gap 4 • An opportunity to predict the demand • Formal communicaBon means with the customers 2/17/11 Carlos Mendes and Miguel Mira da Silva 17
- 18. • What are the elements that most contribute to service quality? • How do customers perceive IT services? • What is actually affecBng and determining their quality judgement? 2/17/11 Carlos Mendes and Miguel Mira da Silva 18
- 19. carlos.mendes@ist.utl.pt carlos_mm_mendes hep://pt.linkedin.com/in/carlosmanuelmendes 2/17/11 Carlos Mendes and Miguel Mira da Silva 19