Which Comes First: The Change and Configuration Egg or the Service Catalog/Service Level Management Chicken?
Which comes first, Change and Configuration, or Service Catalog and Service Level Management?
This is a trick question. I’ll give you the answer later. And it’s also the actual decision we’re facing right now as Phase 1 of this client’s ITSM initiative wraps up and Phase 2 planning is in full gear. Based on the current state assessment, I personally think the most business value “bang for the buck” is in improvements to Change and Configuration Management.
But there are some important reasons why SLM and Service Catalog are important too. Those reasons are key Directors in the organization, who have a vote in the budgeting decision for Phase 2. And they also have specific objectives of their own that they want to get completed as soon as possible.
Our project sponsor understands all of this, and agrees that from the ITIL perspective, and more importantly from the business value point of view, Change and Configuration should be tackled next. But he also understands that “The other Directors understand why Change and Configuration Management are important, but they don’t see why they need to be addressed first. However, what they do understand is why their Service Level Management and Service Catalog goals are immediately important.”
So, the answer to the trick question is this. The one that comes first is the one that the customer wants and is willing and able to fund. Ultimately, business value is in the eye of the beholder.
As a consultant, it’s my duty to help the client understand their options clearly, as well as the costs, trade-offs and expected benefits associated with each option. But it’s up to the customer to say “Ok, I understand, we’re starting with plan B.”
Also, check out our new White Paper on “How To Develop a Service Catalog”.
Don’t forget to register for Evergreen’s change management webinar: Take Change Management from Firefighting to Fire Prevention
Keep up the good work,
Scott Braden
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I’ve read the white paper on developing the service catalog, but it never really shows you how one should look like. Or at least how you can tell a poorly made service catalog from an excellent one.
We’re currently developing one for our team but I’m not entirely sure if we’re on the right track. Can you help?
Hi Jelo,
It’s hard to give a “one size fits all” answer to what a service catalog
should look like because there are so many ways to implement them. So in
a white paper we have to stick to general principles.
That’s good feedback - how to tell a poorly make service catalog from a
good one… Sounds like a future blog topic!
As a quick response, just look at the objectives of SLM in general:
A Service Catalog:
Defines the common or default services provided with standardized
service levels
Provides an overview of the IT service provider organization
Provides details of the service times and accessibility of:
The Service Desk and Change Management
Contact names and numbers
Contains an overview of common services with standardized service
levels. This should include:
E-mail or computer provisioning
Availability, maintenance times, and support hours
Requirements to use services such as authorization of requests
Includes contingency and business continuity arrangements
Includes pricing and charging, if appropriate
These probably aren’t new concepts to you.
One key concept is that you shouldn’t expect to have “perfect” SLM
immediately. Most places, you have to do some guesswork and estimating
in order to build UC’s and SLA’s, with the knowledge that they’ll be
changed as processes mature and metrics become more reliable.
Hope this helps, and let us know if you’d like to talk more.
All the best,
Scott Braden
Thank you, I would like to share my experience.
I agreed with scot, catalog and SLA should prepare first and then service desk as centralize incident request. Then follow with Configuration and change managemnt.