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1. Service Catalog in Action HDI Western Regional Tour Dallas - Phoenix – Los Angeles – Orange County – San Diego – San Francisco – Modesto - Sacramento

2. Agenda Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com IT Today and Tomorrow IT consumerism Value of IT What is a Service Catalog Catalog 101 Portfolio and beyond Service Catalog In Action (Other Organizations) Live Catalogs on The Web Case Studies

3. Who Do You Think You Are? Started as a Help Desk Tier One 1990 Moved to Help Desk Manager FrontRange HEAT & ITSM Consultant Integrations Product Manager for Service Desk & Desktop Management Tool Business Development / Thought Leadership Touchpaper Founder ServiceSphere

4. ServiceSphere Invoke the IT support customer experience to embrace the social support journey.

5. Zendesk Founded 1997 Help Desk Software doesn’t have to be costly and complicated and should be focused on the customer experience. SaaS, Customization, and Quick To Start Using “Our life is frittered away by detail. Simplify, simplify!”– Henry David Thoreau Not Your Traditional Vendor, but a Community! One More Thing….

6. HootSuite Founded 2008 Social Dashboard Scheduling, Team and Stats! Integration into zendesk!!!! One window to your support discussion. One More Thing

7. IT Today and Tomorrow IT Consumerism Todays IT Consumers come to the organization with ready knowledge of: WiFi Computers Cloud Computing Networking Software In 1990, 1995, 2000 and 2005 this was not the case.

8. IT Today and Tomorrow IT Consumerism Organizations Need to Prepare for IT Consumers From 2015 What will happen When Infrastructure is moved to the Cloud? How will ubiquitous Internet Connectivity Change How will you manage service request for equipment that you can’t see?

9. Poll ITIL v2 ITIL v3 Service Catalog Service Portfolio SKMS

10. Catalog User Experience Services Service – Anything that Brings value.

11. The Value of IT From Systems To Services We don’t support systems, we support People, who consume Services, that are made up of COMPLEX systems. Services are EASY to ask for and EASY to understand Disparate Groups Becoming ONE system in support of Services Value is Perception

12. What is A Service Catalog Provides a central source of information Ensures all areas of the business can view an accurate, consistent picture of all IT services, their details and status Contains customer-facing view of IT services in use, how they are intended to be used, business processes they enable and quality of service to be expected.

13. What is A Service Catalog

14. What is A Service Catalog

15. What is A Service Catalog

16. What is A Service CatalogWhat it is NOT

17. What is A Service CatalogWho Does It

19. Service Catalog and The Business

20. Service Catalog and The Business

21. Anatomy of a Service

22. Service vs. Service Request

23. Portfolio and Beyond All ITIL processes lead back to the Catalog

24. Views To Service

25. Yes, No Maybe

26. From Top to Bottom

27. From Top to Bottom

28. From Top to Bottom

29. In Action BC Institute of Tech http://www.bcit.ca/its/services/ Harvard's Service Catalog http://www.fas-it.fas.harvard.edu/services/catalog CA.Gov http://www.servicecatalog.dts.ca.gov/ Vanderbilt http://its.vanderbilt.edu/services/a-z State of NC http://www.its.state.nc.us/ServiceCatalog/Index.asp

31. Customer Friendly

32. Easy to Understand

33. Easy to Use

34. Orders Filled Faster

35. Process Improvements

37. Get Started HOW? Educate, Educate, Educate Workshops on Service Mapping and Catalog Define Time Line Define 1 Service Offering Pilot offering to Alpha Customers Check, Refine, Grow Market The Coming Consumerism Create Core Group Define Scope Build vs. Buy Tool Create Your Offerings Publish Your Catalog

38. Getting Started

40. 8 Steps To Developing A Service Catalog

41. 8 Steps To Developing A Service Catalog

42. 8 Steps To Developing A Service Catalog

43. The Road Ahead From Trouble Logging to Service Provider

44. Thank You info@servicesphere.com @servicesphereon Twitter 303-459-4083

45. Open Discussion Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com