Carlos Mendes and Miguel Mira da Silva

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