Now more than ever, IT is expected to take customer satisfaction to higher levels, while keeping costs down. Enter the Service Catalog. Implementing a service catalog will not only improve the relationship between customers and IT, it can also help IT better align with the needs of the business. During this session we’ll explore: • What is a Service Catalog • How a Service Catalog can improve the relationship between IT and customers • How a Service Catalog can help IT align with the business • Key considerations for a successful Service Catalog implementation

1. Increasing End User Adoption of Self-Service Tools like a Service Catalog Travis DavisDirector Sales Engineer Numara Software Company Confidential

2. Agenda Introduction Who is Numara Software Definitions Self-Service Good Practices What is a Service Catalog Why do you need a Service Catalog How to construct a Service Catalog Service Catalog Samples Publishing the Service Catalog 2

3. Who is Numara Software? 3 Company Confidential Market Leadership Serving over 55,000 customer sites worldwide with our three flagship solutions, Numara Track-It!, Numara FootPrints and Numara Asset Management Platform, Numara Software is the service management leader in small to mid-sized enterprises My Experience Technical Support Manager, Software Engineer, QA Engineer, Product Manager, Business Systems Engineer and presently a Field Sales Engineer Familiar with over 400 Companies and their Business Processes.

4. FootPrints Family of Solutions

5. SOLUTIONS

10. Software

11. Network

12. Telecom - Could be a Server Issue - Could be an Exchange / Lotus or Outlook / Notes Issue - Could be an issue with a Switch / Router or Firewall. -Could be the user just doesn’t know! TIP: Use Verbs and not Nouns It’s easier for end user to digest and seems more natural.

14. Making my Email Work.

15. Getting on the Internet

16. Using An ApplicationTIP: Use Verbs and not Nouns It’s easier for end user to digest and seems more natural.

18. Can you Receive Email?

19. Which Mail Client are you using? [Outlook / Lotus Notes / Thunderbird]

20. Are you getting an error? [YES] [NO]

21. Is the Error Number one of the following: [5006 / 100 / 675 / NO]

23. High – Only select this option if it affects others besides yourself and is a hindrance but tolerable

24. Medium – This should be the default option selected

25. Low – This option should be used for requests that can be fulfilled at any timeTIP: Leverage the Impact + Urgency = Priority Matrix But do it on the back end……….

27. Only Affects Me – Just Annoying

28. Affects Everyone – Can’t Work

29. Affects Everyone – Just AnnoyingTIP: Leverage the Impact + Urgency = Priority Matrix But do it on the back end……….

30. A list of services that an organization categorizes and publishes, often to its employees or customers Description of service Service Level Agreements – timeframes Who is entitled Attributes Costs Contact Points How to fulfill the service Examples of Services: VPN Access Request (VAR) Security Access Request (SAR) Change Request (CR) What is a Service Catalog 12 Company Confidential

31. Service Catalogs 13 Company Confidential

32. Cost Savings and Efficiency Elevate the Customer Experience Basis for SLA’s with customers Integrate & Streamline Business Processes Demonstrate Business Value Get a handle on what IT does, where it spends money and allocates resources Why do I need a Service Catalog? 14 Company Confidential

33. Service Request Transparency Single location for all self-service activity Ease of Use Standard deliverables Service level expectations Utilize customer language Incorporate visual images Encourage Usage Ensure easy access and use to fulfill the promise of self-service Elevate the Customer Experience 15 Company Confidential

34. All ITIL v3 processes are meant to work togetherand share information Tie your service catalog to your Request fulfillment process Incident Management Service Level Management Change Management Integrate with key IT management practices Integrate & Streamline Business Processes 16 Company Confidential

35. Demonstrate Business Value 17 Company Confidential Track service catalog metrics to justify need Track reduction in technician assisted calls Track increase in self-service usage Demonstrate improved efficiencies – timelines Track revenue generated by a service vs. the cost of supporting that service Show cost reductions Show customer satisfaction results ROI Self-service eliminates a large number of calls Approvals reduce spending Standardized delivery reduces re-work Automated workflow eliminates manual activities Guided configuration reduces errors

36. Identify your service offerings Bottom up approach Identify all of your servers, databases, applications, and build your business services based on these Top down approach Determine all of the business services you offer and then the items that support those services How to construct a Service Catalog 18 Company Confidential

37. Test an internal beta for selected customers Publish in an actionable service catalog Role out a single service or a handful instead of creating the complete service catalog Top 10 most popular services Focus on a type of service Learn from your mistakes Don’t try to make it perfect before initial roll-out Dry Run 19 Company Confidential

38. Service Catalogs Company Confidential

39. Not Just IT – All Business Processes 21 Company Confidential

40. Service Catalogs Company Confidential

41. EXAMPLE: Customer requests an iPhone Company Confidential

42. Integration with ITIL Processes – Request Management Company Confidential

43. Integration with ITIL Processes – Change Management Company Confidential

44. THANK YOUTravis DavisDirector Sales EngineerNumara Softwarewww.numarasoftware.comtravis.davis@numarasoftwear.com Company Confidential