“Service Catalog”

1. “Service Catalog” August2013 Project @ University of Texas Dallas

2. Business Background • During the last 20 years US corporations reduced their IT costs by moving their IT operations overseas. A huge industry servicing that need developed and now employs million+ workers (2.8 million by some counts) in India alone. The industry provides hundreds of billions of dollars of services. • While overseas operations are nominally cheaper (20-30%) than US based operations, US corporations are still facing significant costs. In order to reduce those costs further, US corporations are seeking a new model for service procurement and delivery. • A typical car owner does not pay a monthly salary to his auto-mechanic, but rather purchases the repair service, when that service is needed and pays for the cost of that individual service when provided. An individual auto mechanics serves many clients. • US corporations are trying to impose the same model on IT service providers. Rather than contracting certain number of FT-s, US Corporations are asking IT service providers to act as car mechanics: provide the service when service is needed and be paid for the individual service provided.

3. NTT DATA Service Catalog • This Catalog is a direct response by NTT DATA to clients’ demand for more flexible and leaner service delivery, based on actual service rendered and not on the number of persons providing services. • NTT DATA Service Catalog is a Web based tool that the clients of NTT DATA, Inc. could use for ordering specific IT services. The Catalog lists all possible services performed by NTT DATA maintenance and development teams. • Besides detailed service description, the catalog includes number of work hours required, price per hour, delivery time (SLA), risks, requirements and other relevant information. • The tool provides full transparency into the activities performed by NTT DATA teams and is a major vehicle in providing higher quality service to our clients at a reduced cost. • Current version of NTT DATA Service Catalog is deployed at every customer site and is accessible by NTT DATA local management team and specific client’s procurement personnel.

4. Service Information • Service Classifiers • Service Name • Version Number • Service Type • Service Group • Service Criticality • Service Owner • Service Description • Service Scope • Eligibility • Sizing • Work Intake • Release Type • Price Details • Price • Pricing Unit • Service Level Description • Version History

5. Essential Functional Requirements • Centralized multi-tenant application and service repository serving many clients • Supports the creation of hierarchies of categories of services • Access to services and service categories can be restricted to specific clients, users or user groups (roles) • All changes are logged in auditable trails • Services are created in a Draft state and are not visible to Catalog consumers until they are made live • Similar services can be copied and used as templates when adding new services • Services can be retired and remain in the Catalog but will not be visible to Catalog consumers • Users could interactively negotiate service price. • Users could receive a discount or a surcharge depending on the volume and SLA of services requested • Users could interactively make proposals/requests for new services

6. Essential Non-Functional Requirements • NTT DATA Service Catalog will eventually support thousands of clients (companies in the role of NTT DATA customers) with tens of thousands of individual procurement officers). • Service Catalog needs to have a mixed appeal of a social media service and a procurement engine. • Clients need to feel empowered to influence content of services rendered and to some extent the price of service.

7. Expected Deliverables • An improved set of requirements (use cases) on the use of service catalog, including • administrative tasks, • monitoring of service request fulfillment (state change), • discounting-surcharge mechanisms • notification and • high level reporting. • Basic multi-tenant security infrastructure with • NTT Data administrator role, • Client administrator role, • Client procurement officer role • A working Web application with proper handling of • authorization roles and • working reporting and • notification features.

8. Technology Stack • In order to make this development compatible with other modules and applications at NTT DATA, the development should be based on mainstream Java frameworks and technologies. • Current preference on NTT DATA side is to use Groovy on Grails for user facing application development. • Backend facing middle layer could be developed in Java. • Database service should be provided by Postgres or MySQL database • Notification and Workflow management could be implemented using Amazon SNS and SWS.

9. Skill Sets to Acquire • Java programming • Good CSS and HTML skills, possibly with one of HTML page design tools like Dream Weaver. • Some knowledge of UML for creating modeling diagrams • Groovy and Grails • Database modeling (Postgres and MySQL) • Amazon Cloud APIs for Simple Notification Service (SNS) and Simple Workflow Service (SWS) NTT DATA will be able to extend help in acquiring some of these skills.