Wwkshor/ Lab a Qe + key deems Comesph) ave under Lined + funchivs and proumer one Commented unith vegpechive Phase Memes LETC ae eo Lela eel Cod Nelli Serifovski, NNIT A/S Rass ckenc cies Nan tur ec NNT itSME Dink ey a AXELOSContents Intron The four tack implemeiaton project Design ofthe serie gota ramowark denying, structing and deserting IT sevices Sencegovemance and processes Key learn points om leering oot AXELOS Avot ne companies Trade mais ad tatements sence ponteBuling asere portolo 3 1 Introduction Most serve aie tey ava sv cates some een yal hy ave ‘aricept But my, ver ow can oct tte ference betwen te ten This Case Soy sun of he sav atone pet at NNT. The poe of {hs sto ge orf razon sone patel ps on how opt slated an aot de soe tthe choles, 6's nd dot, nd betes azonpsd Suing a aftr he poe L BACKGROUNE ‘ie ange of seris oestmer sing al ingrate iteration dovey capi, During 2 decade of pid growth, naw oer, customers, sts, and tecalogles wer regula ae ini nto the ness, In 2010 the managment ea of he spartans dn (TOs) —> FU 7 ec opi» project named Te Spal God of Operation. Te poet charter ned the Impementatian of srvice ptt anda sence calalgue The expected autores wees One canal revin osvts 6 Sir atone an gents ae (© Anchoring of service ownerstip and sespaasbity (Poles & Casper sitll ity) Ciera betwen evens A tnsprent ot mode eruye Shten, Siac ttm doen p( Ger ie tah) In 2010 the concept of sre polo was ate aw and very unl for evyone NNT hed Ta esate a ans TS estan eampory (FN Pe eth et see a peck ‘atest Le caged enter 1.2 FROM ‘COMPUTER GEEK’ TO PROFESSIONAL Tr SERVICE PARTNER _-p “6% —° ‘The transformation trom being an intemal IT deprtment to being an external IT service provider was @Y™’ 4 ¥ Tg hagkenay elect op tee Som ee imp ctu ged det oy rest aed reo Inti cn fone cs an tol xc ree ip) T/A oh jnt "mma ets oat eapaeny abe anes! Daenea Tne, 4G. lone would not solve this. It also required @ change of mindset: a new service-oriented culture, ‘inmotion ene nS wo ard a poh Mn picctay wes manta meeafer ace sacra oe «get rag tame tan jr oa aor ea ae ance can alr hu abutter compra and snot en mag tren rae ge you al at facts they do nt deatner at tig te Serr nd eps te ales eg ale Sort tecime ver cfr te pre at rien charg manspanent ata mustanas (cys 55) frerentte rhe succes De pel ‘s ‘Before stating up the actual workin identifying, structuring, and describing the services forthe service "7 leg erittyot* ort snl woth wre setup nore ttn pope in owing te eed Gh << Savi, utywarany sec lve ots, sec pala, sever art, seve clo, “ 32u. tins we nein inpomet connen ss ngage’ btn es ht, hen ¢ Pepning ie eve port fr te et Tew ad he lowing mide eet pfs wth weg tt ser ou este) = 6 dtp soins wn coat ing ns ——> TIS eso i se aegis aout ies TLulna service pate 1.3 THE BENEFITS OFA SERVICE PORTFOLIO othe Since inception, the NNJF once vrs has exppn the years to also include eorvog SO Se ET elastin" Peo Se a a artes Ree eee Ines tet neti uh oon ep tw esonee yt catalogue, where the a ats ha bone rously improved to fit the needs of both our internal and —» 4% ‘external target soups, @e/ canshomer ‘i eng at epee od eligi we nel ett bon Tee ctnstertt se pan ye sage sce f maton Bg nt seed anda sepmalsed etch me Seeromt 7 ‘nt pep spams tc st eae, bd ois cert cmd Fr TOS ‘on the other hand this has been @ big step in the right direction towards seal nd standardization iw $6 Stace Sarin i ie sane andton hong te stand vervce tape tas eens ‘otto etn he gaan een hoi fe ergo ssn tne tan ve mh objet ‘ooter ea where NIT has ely bene rr the eric porta is the ntegratin wth oe, a _ age pee ih ade eae ae CSET” AGC iy cater nis once pte wth sung ad ee et Waleed ars stone) (090% Tred mo tw pent, tag Rows srt ners Teta) aca anet= mast sews an ope toes te pina na pots B® aes ot ‘conned su meen ers we tel eps It Sinn ot The Spa Co prt ab ate Se The four-track implementation project oa ‘ogeter withthe constants tom CFM People the project eam a NAT established a veal proct lan for the serie patio implementation, The plan inced our ferent ack: (A> Dean of te se ort tence © Establishment of sevice porto ttre © Establishment of tempat, or example the servic plan and serve catalogue 22 Neng, structuring, ane descbing I sevces tent hese 2 tant reg ¢¢ § toto prem nd mn SG te 7 © Seis poveans etalon of ie ond ez - eras eee ere 5 SS Pl * Senceasogue management —7 1% ED Phane © Ran management of Tsaess > a5 $§ lew + Cpmiaiacurcmninet ST oboe * ‘terete ean ipl sot dr tama FS as ele on pt tne dered te esa ox athe ne sare se ta tine. This rows tbe 3 ve Sever Spprosch a the peetned Ges and strc he once pri was calengs! seers ies darn the woop Tis ent ht Ging the adoption, gadualyarlomed ns sce porto tamewat wich wes are the NIT bases operating nad “The rot scaler amin ate ne ogitalon wih mean high noageest ‘Menton and pact Te adption wae pinned Yo eave ne mont, smehisg ee trlan a 3 ery bus al : a= us qraduak adbphin CST phot)we 3 aw Ke Ve wu Bling a servic porto Design of the service portfolio framework Sete ttn tcl al sts toe sil tm, pot ea had asst sees lay nv ees taste, apna wey severe oa (Geant norms 08) The cna Jeg enatenrt eed he cs {© Serie (name, 1D, omnes, frei aen) 1 Te serve eye structure ie, analysts, desir, reazation, etement) 1 Te servic yatta mode lino servic, busines servetintatcture serves, ree, package, supparig secs, enhancing serves) serie catalogue tompato Shonen yy SK “ > ti 3.1 TOOL. FON je {With ave equa in in we consid several vendo o TSM asians ac air txnzatons nnd ose Denk But evry tne, we re rested wth os orange sence ‘sin aga, wich wa wat wo wee at 2010, SM el i oi a "hero the quakes Wahoo SharPait potay ads Mast Wr ena, ad te ter we cou bak a Hower We eae tht w ld ld crown serv pot tm with ui SharePot Ceveoper sn wey cate ec orto manages ‘ody NAT see pro ype st bed en Stand bacintion —p TET The serve catgut) pode in sctied Wor acme a sree seve por stem. rer castone, easiest tough he stoner ras the Tete lege ut nt te ten, 3.2 THE SERVICE TYPE/DATA MODEL. Desde on Row ctr ard suc ere i Tanwar om ol ea conse ile of ect, Te Wl dl was ule fe TIL fon ‘Size gps sate! bh arn an urbe sacs vals we vere eager, enanng. ean ter src an combine in serie palages, The ceil consent wos serves kas csbng an ata, Ts Geto sl as Wt bathe and geting teres very ert nwt we nage The ohn cnc fe sre poctge was aed eT tor nd carted rund capably bangs bul set ‘by ode sn estan wane hgh the etna serse components ‘eater exc, hs made alt of sense ad te workstap pede a enous anaunt t Serv and pactoges nthe net ape the genres om ting stg nt Song the eres ge ia restr dtallon the eran we de, oh al service mola sce ‘oul ok sete ie Pe 3.6 Buling a sven prtoo ‘Seve pane A seve pct Fm the tginng we pt it ttt to expan te itrncsin he ars saves Cur daeelr, We cic waranty vy, ies eT sees, an suport ys enabling sens. a ve The ambion wth he il serve mal wasn beso dsr he i en an deter ca Jee to custom smarter itso be The Spal Cor of pesos. Alou we Kew Swarr Gr we at how aus thal was, What we ae, moe rs Cons was doo tom up doy ec orienting secs n a com at ety inch dled ay and seve at on The tales nt fever wos te ere serve _cFenteral Te iea was fo be able fo aks isines sence and then ack al the ferent service actages tat rade up el een a depots nh rapa nd ng eran, al to hs ws Pot pos es he ong eso may win he feet save aes, 2 3.3 THE SERVICE CATALOGUE TEMPLATES Inia th tempat for desctingsevies was a sen-stuctured cost Word donut on aie opt content, eter boned, ere elated o” tec. Ate the fs couple of ‘ron pubsing sence atop (se tection 44, we gined more knowledge about he ype information ur taboelders eqite What we ended up wih wes vary sructre tempat wt ‘arous ables of redefined elumns ang cortent. This ere to be own 3s th seve contract ems {SCT wich now in NNT is aow by petty mich eroybody fo he ech tose. ‘These SCT have eve over te 25 we gained input om he peas te, cstones and of couse cour oun speciale In estonce what we cated was 2 data Nadel fora serve, corplte wth ‘front tables and ett os 3.4 THE SERVICE PLAN TEMPLATES oe “Tre elt desing ow a rc sould ba dened cal sei oy is {dsp a notes rete opin In Power t which Be sete coe had to the about he matt hey cpr in what airs of nyt ale, hat heel deve ‘comedieavnags, ee Nos touch Pad bee pom oman sd is theatres sppoech da sutton