My name is Kirsty King, I am the ICT Service Delivery Manager and in this article I’d like to share our recent experience of creating a Service Catalogue for Telford & Wrekin Council.

Like any IT department, Telford & Wrekin Council ICT provides a great many different services to our customers, the Council, as well as other businesses such as Schools in the borough. 

From Business Services such as Children’s and Adults Systems, Council Tax Collection and Benefits Payments solutions, Geographical Information Systems to Infrastructure Services such as
Messaging, Desktop and Internet Access, Council Wide Applications as well as the internal facing Technical Services that support the infrastructure, such as Active Directory, SCOM, SCCM, Backup
and Restore and Anti-Virus.

In this article I will outline our challenge, our approach and the results we achieved.

 

Our challenge

We wanted  to find a solution that fully documented everything we provided, and to publish this to the Service Delivery Units that consumed these services.  For example, critical for the Council’s ICT was being able to publish this information to Schools.  We have a defined set of specific ICT Services that we provide, and it is important that we communicate in terms of our “value add” rather than technology.

 

Our approach

We initially engaged with Operations Consulting for an Operations Strategic Review (OSR), as this gave a clear roadmap of activities to help achieve our strategy.  From this, the Service Catalogue was the offering that we decided on as it would help to:

  • Define to our customer base what we provide
  • Define the warranty that our services provide
  • Publish the boundaries of when services are supported
  • Create a single repository for all of our ICT support documentation
  • Assist in service transition from projects
  • Provide a facility to communicate directly with Schools

 

Our TAM arranged for Simon Hall to facilitate a four day workshop.  Simon is an Operations Consultant who works as part of the Service Management Practice within Premier.   He worked with a wide cross
section of our IT Managers, technicians and Account Managers to:

  • Define what our Services are, and how to document them
  • Define the business groups that we provide to
  • Provide a once only data entry solution that displays information in different views depending on role
  • Provide a template for SharePoint that was customised specifically to our needs
  • Provide knowledge transfer and training
  • Provide a plan for a full implementation across all of IT

 

Our Experience

From our experience with the OSR we knew up front that we would get maximum benefit, from maximum attendance from our own subject matter experts during the workshop.

By dedicating resources for the four day workshop we were able to collectively pull together the basis for a fully functioning Service Portfolio, as not only we populate live services, we were also exposing services that are being delivered purely on a pilot basis.

Our Outcome

By having a fully actionable Service Catalogue we have changed the way that IT communicates with the business.

Our Primary focus was Schools delivery, as the Schools Services are a newer provision, and key to Telford & Wrekin Council’s strategy of cost reduction, without affecting services.

We were able to detail in full the 28 Services that we currently provide to schools.  Each Service now clearly defines the boundaries of what can be expected, and detail the Service Level Agreements that we have agreed on each service.

This has enabled IT to focus on Service delivery and has assisted with our account management and given us the focus and a plan to continue to roll out the Catalogue to cover all of IT Services. With 34
Services already documented, we now have the confidence that the business understand what the Council’s ICT do provide, and will provide in the future.

  

Kirsty King

ICT Service Delivery Manager

Telford & Wrekin Council ICT