The Service Catalog is not a Request Portal. The terms are often used interchangeably due to lack of knowledge, which can cause confusion for IT and IT's customers.
Over the past year, Evergreen conducted dozens of one-day Service Catalog workshops around the U.S. Attended by more than 500 people, a recurring theme we noted was that many attendees thought they had a Service Catalog, when in fact they actually had a Request Portal.
IT needs to increase its focus on 3 important areas:
Delivering services customers want and need
Better alignment with the needs of the business
Cost transparency to give visibility to the cost of services
Learn more and access the webinar recording at:
http://www.evergreensys.com/it-webinars-whitepapers-evergreen-systems
#servicecatalog #itsm #servicenow #itservicecatalog
This document provides a five step guide to building a service catalog:
1. Define which services to include by considering user needs and business value. Include common services like access requests.
2. Define each service through attributes like owners, service levels, and descriptions understandable to users.
3. Publish the catalog through a shared platform so it is accessible and users are aware of available services.
4. Allow users to request services through automated forms to streamline fulfillment and reduce service desk calls.
5. Consider options like spreadsheets, custom apps, or off-the-shelf software that can manage requests end-to-end.
Defining Services for a Service CatalogAxios Systems
The document discusses designing and defining services for a service catalog. It outlines that a service catalog involves defining IT services and components, as well as business services, and mapping their relationships. It also discusses involving both IT and customers to understand key needs and priorities. The document provides guidance on how to structure services in a service catalog hierarchy and design the various elements and views needed, including user, business and technical views. It emphasizes the importance of strategy workshops to get input from stakeholders and ensure buy-in for a successful service catalog.
How to build an integrated and actionable IT Service Catalogmboyle
This presentation provides a lower level of detail on how to build a n IT service catalog than provided by ITIL V3. It augments thinking in this area based on 25 years of building Service Catalogs
Best Practices for Implementing a Service Catalog and Enhanced ITSMhdicapitalarea
The document provides an overview of an IT service management presentation by Keith Schofield on ITIL service catalog and service level agreements. The presentation agenda covers an introduction of Schofield and Serena Software, discussions of the ITIL service catalog and service level agreements, and the road to implementing them.
The Service Catalog: Cornerstone of Service Management BMC Software
The document discusses the importance of the service catalog for IT service management. It describes how the service catalog can transform IT's role from a technology focus to a customer-centric, service-focused approach. The service catalog provides transparency for both customers and IT by detailing available services, service levels, and costs. It allows customers to understand existing services and place standard service requests.
Boost your ITSM maturity with a service catalogAxios Systems
View the full recorded webinar here:
http://forms.axiossystems.com/spalding_september_reg_en
In this webinar, George Spalding, Executive VP at Pink Elephant, talks about how a service catalog can help you increase your ITSM maturity, and shares some of the secrets of a successful implementation.
Joe Beighley, Business Solutions Consultant at Axios Systems, shows you how a service catalog works from the business perspective, and how IT can quickly deploy a catalog that takes strain off the service desk and releases IT resources for innovation.
How to build the business case for Service CatalogAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=321
Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.
7 Steps to Creating an Effective ITSM Service CatalogCherwell Software
The 7-step process to creating an effective service catalog includes:
STEP 1 - Select the right team and achieve buy-in from senior staff and IT.
STEP 2 - Consider all possible services IT provides and list them in business terms.
STEP 3 - Get input from service users through workshops and define support levels.
STEP 4 - Identify support levels and which teams support each service.
STEP 5 - Review support services and levels and include any costs.
STEP 6 - Produce both a customer-focused and technical view of the service catalog.
STEP 7 - Establish a change management process and review the catalog regularly.
This document provides a five step guide to building a service catalog:
1. Define which services to include by considering user needs and business value. Include common services like access requests.
2. Define each service through attributes like owners, service levels, and descriptions understandable to users.
3. Publish the catalog through a shared platform so it is accessible and users are aware of available services.
4. Allow users to request services through automated forms to streamline fulfillment and reduce service desk calls.
5. Consider options like spreadsheets, custom apps, or off-the-shelf software that can manage requests end-to-end.
Defining Services for a Service CatalogAxios Systems
The document discusses designing and defining services for a service catalog. It outlines that a service catalog involves defining IT services and components, as well as business services, and mapping their relationships. It also discusses involving both IT and customers to understand key needs and priorities. The document provides guidance on how to structure services in a service catalog hierarchy and design the various elements and views needed, including user, business and technical views. It emphasizes the importance of strategy workshops to get input from stakeholders and ensure buy-in for a successful service catalog.
How to build an integrated and actionable IT Service Catalogmboyle
This presentation provides a lower level of detail on how to build a n IT service catalog than provided by ITIL V3. It augments thinking in this area based on 25 years of building Service Catalogs
Best Practices for Implementing a Service Catalog and Enhanced ITSMhdicapitalarea
The document provides an overview of an IT service management presentation by Keith Schofield on ITIL service catalog and service level agreements. The presentation agenda covers an introduction of Schofield and Serena Software, discussions of the ITIL service catalog and service level agreements, and the road to implementing them.
The Service Catalog: Cornerstone of Service Management BMC Software
The document discusses the importance of the service catalog for IT service management. It describes how the service catalog can transform IT's role from a technology focus to a customer-centric, service-focused approach. The service catalog provides transparency for both customers and IT by detailing available services, service levels, and costs. It allows customers to understand existing services and place standard service requests.
Boost your ITSM maturity with a service catalogAxios Systems
View the full recorded webinar here:
http://forms.axiossystems.com/spalding_september_reg_en
In this webinar, George Spalding, Executive VP at Pink Elephant, talks about how a service catalog can help you increase your ITSM maturity, and shares some of the secrets of a successful implementation.
Joe Beighley, Business Solutions Consultant at Axios Systems, shows you how a service catalog works from the business perspective, and how IT can quickly deploy a catalog that takes strain off the service desk and releases IT resources for innovation.
How to build the business case for Service CatalogAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=321
Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.
7 Steps to Creating an Effective ITSM Service CatalogCherwell Software
The 7-step process to creating an effective service catalog includes:
STEP 1 - Select the right team and achieve buy-in from senior staff and IT.
STEP 2 - Consider all possible services IT provides and list them in business terms.
STEP 3 - Get input from service users through workshops and define support levels.
STEP 4 - Identify support levels and which teams support each service.
STEP 5 - Review support services and levels and include any costs.
STEP 6 - Produce both a customer-focused and technical view of the service catalog.
STEP 7 - Establish a change management process and review the catalog regularly.
The document discusses delivering and demonstrating value through a service catalogue. It outlines a 7 step route map for doing so, including feasibility analysis, workshops with stakeholders, customer and IT liaison, service design, documentation, and implementation. It emphasizes the importance of having the right people and skills involved, and ongoing governance to ensure services remain relevant. Strong executive sponsorship, requirements, and project planning are seen as critical success factors for service catalog projects. Metrics like customer satisfaction, IT quality of service, and business metrics can demonstrate the value delivered through services and the service catalogue.
IT Service Catalogs are dangerous. It’s easy to create hundreds of services, fast – with little oversight – and it will kill your Service Catalog initiative. Your customer will see it as inconsistent, complex and confusing – and stop coming. It doesn’t have to be that way. Evergreen shares best practices on creating and using a consistent Service Design Process. It actually saves time, simplifies your work, and gives you consistent quality. And it will make your customers happy.
Visit our website for the recorded webinar where we also demonstrate these best practices in our beautiful and innovative, customer-centric Service Catalog built with ServiceNow.
http://content.evergreensys.com/it-service-catalog-webinar-service-design-process
This document provides an overview of IT service management based on ITIL best practices. It defines key terms like service and service management. It explains that the primary objective of service management is to ensure IT services are aligned to business needs. It also discusses how to define services, the purpose of a service catalogue, and what customers want from services. The document outlines factors for determining service criticality and provides a sample of resolution and response times in service level agreements and operational level agreements. Critical success factors for an IT service catalogue and service level management are also highlighted.
IT Service Taxonomy Essentials: Separate IT and Business Services Catalogs?Evergreen Systems
IT Service Catalogs and portals are proliferating. How many Service Catalogs do you need? Should you have separate IT and business service catalogs? What do you do when a service combines parts of both? How do you not totally confuse your customers? Evergreen shares how to create and manage a federated Service Catalog approach – enabling both a consistent service face to your customers and giving your IT teams the latitude they need to execute effectively. We also briefly demonstrate our beautiful and innovative customer-centric Service Catalog (on ServiceNow) – with our service taxonomy framework built in! Recorded event with live demo available at http://content.evergreensys.com/it-service-catalog-webinar-separate-catalogs-slides
The document discusses IT service management (ITSM). It defines ITSM as a process-based approach to aligning IT services with organizational needs. ITSM is performed through people, processes, products, and partners. The document outlines some key benefits of ITSM, such as improved quality and productivity. It also discusses various ITSM frameworks and criteria for successful ITSM implementation, noting the importance of change management and business alignment.
This document provides an overview of IT Service Management. It discusses definitions of service and service management. It introduces the IT Infrastructure Library (ITIL) framework, which is the most widely accepted approach for IT Service Management. ITIL provides best practices for IT Service Management. The document outlines the history and versions of ITIL, including ITIL v2 and v3. It also briefly mentions other related frameworks, such as COBIT and ISO/IEC 20000.
Msp It Goverance And Service Delivery Processkadhar_masthan
The document discusses IT service management frameworks and standards including ITIL, ISO 20000, COBIT, and ISO 27001. It uses the example of an IT services company called InfraRemote to illustrate how implementing these frameworks can help address issues like unmet service level agreements, poor customer support, and a lack of processes. Adopting standards like ITIL can help formalize processes, align IT with business goals, improve service quality, and increase maturity from an initial ad-hoc level to optimized processes.
Don Casson, CEO and Jeff Benedict, ITSM Practice Manager share best practices you can use to clearly define and communicate - who is the Customer and what are the Services? They also share how a service catalog taxonomy framework helps you organize and manage this as ONE team. You may download or playback the recording here: http://bit.ly/1BWnEkX #servicecatalog #servicenow #itsm
This document provides an overview of IT service management (ITSM) and IT Infrastructure Library (ITIL) best practices. ITSM aims to align IT services with business needs, improve quality, and reduce costs. ITIL provides standard processes for IT service support, including incident management, problem management, change management, and configuration management. The document defines objectives and key performance indicators for evaluating these IT service management processes.
The document summarizes IT service management at Hanover Technology Group. It discusses what service management is and the benefits it provides to HTG and its business partners. These benefits include increased customer satisfaction, financial savings, and improved decision making. The document also outlines HTG's 2011 goals and objectives for its service management initiative, which include implementing ITIL processes and the Service-Now automation platform to transform HTG's operations and deliver more business value. Training offerings are mentioned to educate staff on these new services and processes.
Difference between ITIL v3 and ITIL 4 | ITIL® Foundation Training | EdurekaEdureka!
YouTube Link: https://www.youtube.com/watch?v=OqTtb0r-4QY
** ITIL® Foundation Certification Training: https://www.edureka.co/itil-foundation-sp **
This Edureka video on 'ITIL® v3 vs ITIL 4' will demystify the differences between the two versions of ITIL which are ITIL v3 released in 2011 and ITIL 4 released in 2019. This video will give you a brief overview of how ITIL v3 differs from ITIL 4 and what all have been updated.
Below are the topics covered in this tutorial:
What is the ITIL® v3 Framework?
What is ITIL® 4 Framework?
ITIL v3 vs ITIL 4
Follow us to never miss an update in the future.
YouTube: https://www.youtube.com/user/edurekaIN
Instagram: https://www.instagram.com/edureka_learning/
Facebook: https://www.facebook.com/edurekaIN/
Twitter: https://twitter.com/edurekain
LinkedIn: https://www.linkedin.com/company/edureka
Castbox: https://castbox.fm/networks/505?country=in
The document provides an agenda for an ITIL4 and ServiceNow overview presentation. It includes introductions of the presenter, Mario Vivas. It then provides overviews of ITIL4, focusing on its practices and dimensions of service management. It discusses the ServiceNow platform and its key product lines and applications for incident management, problem management, change management, service catalog, knowledge management and demonstrations. The presentation aims to highlight ITIL4 guiding principles and how ServiceNow supports various ITSM processes and practices through its applications and integrations.
ServiceNow® IT Service Management (ITSM) provides a modern service management solution in the cloud. ServiceNow’s system of action allows you to consolidate tools, transform the way you deliver services, and improve the customer experience.
Service Catalog Essentials: 5 Keys to Good Service Design in IT Service CatalogsEvergreen Systems
This document discusses keys to good service design in service catalogs. It outlines five keys: 1) Clear service ownership, 2) Focusing on user experience, 3) Determining what services to build based on factors like volume and complexity, 4) Designing modular reusable services, and 5) Balancing customer and provider needs in design. It then promotes Evergreen's employee self-service catalog and portal, which is powered by ServiceNow, and possible next steps like a private workshop or dictionary.
ITIL History
ITIL Transition from V3 to V4
Key Concept of ITSM
ITIL Dimensions and Principles
Service Value System (SVS)
ITIL Practices
ITIL Certification Schema
Itil & Process Concepts Awareness Tadawul 5 Of March 2007Abdulaziz AlFaify
1. The document provides an introduction to ITIL (Information Technology Infrastructure Library) framework and IT processes, focusing on key concepts such as processes, service management, and ITIL certifications.
2. It explains important ITIL processes like incident management, problem management, change management, and release management. The goal of these processes is to improve service quality and reduce costs.
3. Implementing ITIL involves understanding processes, aligning people and roles, and using technology to support efficient service delivery and management. ITIL adoption brings benefits like improved services, reduced costs, and better alignment of IT with business needs.
ServiceNow application provides leadership experience, expertise, training and certification for ServiceNow customers. Along with a broad ecosystem of partners, certified consultants ServiceNow help ensure that customers always have access to the resources they need - when they need them - time-to-value of the acceleration.Using the methodology of implementation startnow , a methodology provided by thousands of successful experience with professional service implementations, use the best practices and expertise in the field to conduct implementations, train users, provide preparation services and optimize production configurations to successfully transform IT.Utilizing the ServiceNow implementation and professional services in conjunction with the partner ecosystem you are guaranteed success implementing the platform
also provide homepage properties,UI properties,xml Impact,transform script analyzing scripts with partners.Introduction to SMTP and POP mail servers,Email notifications,SLA Properties,Create Read, Write and Create ACL on table and field level.Debugging ACL,Debugging Business Rule,Introduction to web services,Introduction to scheduled jobs.
The Best of Both Worlds: Creating a Business Service Catalog and Technical Service Catalog
If you are having a difficult time determining the scope of services to include in your service catalog, consider developing two service catalogs: a business service catalog that is visible to customers, and a technical support catalog that is used internally by IT. This session will provide a unique perspective on IT services, as well as on creating, maintaining, and utilizing service catalogs and service portfolios. The session will focus on practical guidance, critical process relationships, real-life examples, and interactive learning.
Service Catalog, Service Portfolio, Service Taxonomy - Big 3 of Customer Cent...Evergreen Systems
IT Service Catalog, Service Portfolio and Service Taxonomy: Learn the important role of each, and how they work together to help you deliver great services your customers will love! Access webinar recording at: http://content.evergreensys.com/it-service-catalog-webinar-customer-centric-it-evergreen
This document provides an introduction and overview of ITIL (Information Technology Infrastructure Library). ITIL is a framework of best practices for IT service management and focuses on aligning IT services with business needs. The document outlines the history of ITIL and describes the key aspects of its service lifecycle approach including service strategy, design, transition, operation, and continual service improvement. It also discusses the service desk function and provides examples of processes within each lifecycle stage like service portfolio management and incident management. Benefits of adopting ITIL include improved business alignment, standardized processes, increased productivity and efficiency, and better customer satisfaction.
Die Entwicklung einer Service-Strategie wird oft als der schwierigste und auch abstrakteste Teil des Service Lifecycle empfunden. Dieses Referat liefert Ideen und Ansätze, wie die Unterstützung der Business-Strategie durch die IT realisiert und erfolgreich gemessen werden kann.
Referent: Stefan Ruoss
IT Service Catalog: Build a Service Taxonomy in 4 Easy StepsEvergreen Systems
IT Service Catalog - Service Taxonomy
What services do we offer? How do we organize them? How can we make them "customer-centric?" What is a good starting point?
Successful IT Service Catalogs have well-organized services. The services taxonomy, or framework is the key to organizing and managing your services effectively.
Please join us to learn how to build a good service taxonomy in 4 logical steps, as well as 3 key mistakes to avoid.
We will also briefly demonstrate our beautiful and innovative customer-centric IT Service Catalog (built on ServiceNow).
The document discusses delivering and demonstrating value through a service catalogue. It outlines a 7 step route map for doing so, including feasibility analysis, workshops with stakeholders, customer and IT liaison, service design, documentation, and implementation. It emphasizes the importance of having the right people and skills involved, and ongoing governance to ensure services remain relevant. Strong executive sponsorship, requirements, and project planning are seen as critical success factors for service catalog projects. Metrics like customer satisfaction, IT quality of service, and business metrics can demonstrate the value delivered through services and the service catalogue.
IT Service Catalogs are dangerous. It’s easy to create hundreds of services, fast – with little oversight – and it will kill your Service Catalog initiative. Your customer will see it as inconsistent, complex and confusing – and stop coming. It doesn’t have to be that way. Evergreen shares best practices on creating and using a consistent Service Design Process. It actually saves time, simplifies your work, and gives you consistent quality. And it will make your customers happy.
Visit our website for the recorded webinar where we also demonstrate these best practices in our beautiful and innovative, customer-centric Service Catalog built with ServiceNow.
http://content.evergreensys.com/it-service-catalog-webinar-service-design-process
This document provides an overview of IT service management based on ITIL best practices. It defines key terms like service and service management. It explains that the primary objective of service management is to ensure IT services are aligned to business needs. It also discusses how to define services, the purpose of a service catalogue, and what customers want from services. The document outlines factors for determining service criticality and provides a sample of resolution and response times in service level agreements and operational level agreements. Critical success factors for an IT service catalogue and service level management are also highlighted.
IT Service Taxonomy Essentials: Separate IT and Business Services Catalogs?Evergreen Systems
IT Service Catalogs and portals are proliferating. How many Service Catalogs do you need? Should you have separate IT and business service catalogs? What do you do when a service combines parts of both? How do you not totally confuse your customers? Evergreen shares how to create and manage a federated Service Catalog approach – enabling both a consistent service face to your customers and giving your IT teams the latitude they need to execute effectively. We also briefly demonstrate our beautiful and innovative customer-centric Service Catalog (on ServiceNow) – with our service taxonomy framework built in! Recorded event with live demo available at http://content.evergreensys.com/it-service-catalog-webinar-separate-catalogs-slides
The document discusses IT service management (ITSM). It defines ITSM as a process-based approach to aligning IT services with organizational needs. ITSM is performed through people, processes, products, and partners. The document outlines some key benefits of ITSM, such as improved quality and productivity. It also discusses various ITSM frameworks and criteria for successful ITSM implementation, noting the importance of change management and business alignment.
This document provides an overview of IT Service Management. It discusses definitions of service and service management. It introduces the IT Infrastructure Library (ITIL) framework, which is the most widely accepted approach for IT Service Management. ITIL provides best practices for IT Service Management. The document outlines the history and versions of ITIL, including ITIL v2 and v3. It also briefly mentions other related frameworks, such as COBIT and ISO/IEC 20000.
Msp It Goverance And Service Delivery Processkadhar_masthan
The document discusses IT service management frameworks and standards including ITIL, ISO 20000, COBIT, and ISO 27001. It uses the example of an IT services company called InfraRemote to illustrate how implementing these frameworks can help address issues like unmet service level agreements, poor customer support, and a lack of processes. Adopting standards like ITIL can help formalize processes, align IT with business goals, improve service quality, and increase maturity from an initial ad-hoc level to optimized processes.
Don Casson, CEO and Jeff Benedict, ITSM Practice Manager share best practices you can use to clearly define and communicate - who is the Customer and what are the Services? They also share how a service catalog taxonomy framework helps you organize and manage this as ONE team. You may download or playback the recording here: http://bit.ly/1BWnEkX #servicecatalog #servicenow #itsm
This document provides an overview of IT service management (ITSM) and IT Infrastructure Library (ITIL) best practices. ITSM aims to align IT services with business needs, improve quality, and reduce costs. ITIL provides standard processes for IT service support, including incident management, problem management, change management, and configuration management. The document defines objectives and key performance indicators for evaluating these IT service management processes.
The document summarizes IT service management at Hanover Technology Group. It discusses what service management is and the benefits it provides to HTG and its business partners. These benefits include increased customer satisfaction, financial savings, and improved decision making. The document also outlines HTG's 2011 goals and objectives for its service management initiative, which include implementing ITIL processes and the Service-Now automation platform to transform HTG's operations and deliver more business value. Training offerings are mentioned to educate staff on these new services and processes.
Difference between ITIL v3 and ITIL 4 | ITIL® Foundation Training | EdurekaEdureka!
YouTube Link: https://www.youtube.com/watch?v=OqTtb0r-4QY
** ITIL® Foundation Certification Training: https://www.edureka.co/itil-foundation-sp **
This Edureka video on 'ITIL® v3 vs ITIL 4' will demystify the differences between the two versions of ITIL which are ITIL v3 released in 2011 and ITIL 4 released in 2019. This video will give you a brief overview of how ITIL v3 differs from ITIL 4 and what all have been updated.
Below are the topics covered in this tutorial:
What is the ITIL® v3 Framework?
What is ITIL® 4 Framework?
ITIL v3 vs ITIL 4
Follow us to never miss an update in the future.
YouTube: https://www.youtube.com/user/edurekaIN
Instagram: https://www.instagram.com/edureka_learning/
Facebook: https://www.facebook.com/edurekaIN/
Twitter: https://twitter.com/edurekain
LinkedIn: https://www.linkedin.com/company/edureka
Castbox: https://castbox.fm/networks/505?country=in
The document provides an agenda for an ITIL4 and ServiceNow overview presentation. It includes introductions of the presenter, Mario Vivas. It then provides overviews of ITIL4, focusing on its practices and dimensions of service management. It discusses the ServiceNow platform and its key product lines and applications for incident management, problem management, change management, service catalog, knowledge management and demonstrations. The presentation aims to highlight ITIL4 guiding principles and how ServiceNow supports various ITSM processes and practices through its applications and integrations.
ServiceNow® IT Service Management (ITSM) provides a modern service management solution in the cloud. ServiceNow’s system of action allows you to consolidate tools, transform the way you deliver services, and improve the customer experience.
Service Catalog Essentials: 5 Keys to Good Service Design in IT Service CatalogsEvergreen Systems
This document discusses keys to good service design in service catalogs. It outlines five keys: 1) Clear service ownership, 2) Focusing on user experience, 3) Determining what services to build based on factors like volume and complexity, 4) Designing modular reusable services, and 5) Balancing customer and provider needs in design. It then promotes Evergreen's employee self-service catalog and portal, which is powered by ServiceNow, and possible next steps like a private workshop or dictionary.
ITIL History
ITIL Transition from V3 to V4
Key Concept of ITSM
ITIL Dimensions and Principles
Service Value System (SVS)
ITIL Practices
ITIL Certification Schema
Itil & Process Concepts Awareness Tadawul 5 Of March 2007Abdulaziz AlFaify
1. The document provides an introduction to ITIL (Information Technology Infrastructure Library) framework and IT processes, focusing on key concepts such as processes, service management, and ITIL certifications.
2. It explains important ITIL processes like incident management, problem management, change management, and release management. The goal of these processes is to improve service quality and reduce costs.
3. Implementing ITIL involves understanding processes, aligning people and roles, and using technology to support efficient service delivery and management. ITIL adoption brings benefits like improved services, reduced costs, and better alignment of IT with business needs.
ServiceNow application provides leadership experience, expertise, training and certification for ServiceNow customers. Along with a broad ecosystem of partners, certified consultants ServiceNow help ensure that customers always have access to the resources they need - when they need them - time-to-value of the acceleration.Using the methodology of implementation startnow , a methodology provided by thousands of successful experience with professional service implementations, use the best practices and expertise in the field to conduct implementations, train users, provide preparation services and optimize production configurations to successfully transform IT.Utilizing the ServiceNow implementation and professional services in conjunction with the partner ecosystem you are guaranteed success implementing the platform
also provide homepage properties,UI properties,xml Impact,transform script analyzing scripts with partners.Introduction to SMTP and POP mail servers,Email notifications,SLA Properties,Create Read, Write and Create ACL on table and field level.Debugging ACL,Debugging Business Rule,Introduction to web services,Introduction to scheduled jobs.
The Best of Both Worlds: Creating a Business Service Catalog and Technical Service Catalog
If you are having a difficult time determining the scope of services to include in your service catalog, consider developing two service catalogs: a business service catalog that is visible to customers, and a technical support catalog that is used internally by IT. This session will provide a unique perspective on IT services, as well as on creating, maintaining, and utilizing service catalogs and service portfolios. The session will focus on practical guidance, critical process relationships, real-life examples, and interactive learning.
Service Catalog, Service Portfolio, Service Taxonomy - Big 3 of Customer Cent...Evergreen Systems
IT Service Catalog, Service Portfolio and Service Taxonomy: Learn the important role of each, and how they work together to help you deliver great services your customers will love! Access webinar recording at: http://content.evergreensys.com/it-service-catalog-webinar-customer-centric-it-evergreen
This document provides an introduction and overview of ITIL (Information Technology Infrastructure Library). ITIL is a framework of best practices for IT service management and focuses on aligning IT services with business needs. The document outlines the history of ITIL and describes the key aspects of its service lifecycle approach including service strategy, design, transition, operation, and continual service improvement. It also discusses the service desk function and provides examples of processes within each lifecycle stage like service portfolio management and incident management. Benefits of adopting ITIL include improved business alignment, standardized processes, increased productivity and efficiency, and better customer satisfaction.
Die Entwicklung einer Service-Strategie wird oft als der schwierigste und auch abstrakteste Teil des Service Lifecycle empfunden. Dieses Referat liefert Ideen und Ansätze, wie die Unterstützung der Business-Strategie durch die IT realisiert und erfolgreich gemessen werden kann.
Referent: Stefan Ruoss
IT Service Catalog: Build a Service Taxonomy in 4 Easy StepsEvergreen Systems
IT Service Catalog - Service Taxonomy
What services do we offer? How do we organize them? How can we make them "customer-centric?" What is a good starting point?
Successful IT Service Catalogs have well-organized services. The services taxonomy, or framework is the key to organizing and managing your services effectively.
Please join us to learn how to build a good service taxonomy in 4 logical steps, as well as 3 key mistakes to avoid.
We will also briefly demonstrate our beautiful and innovative customer-centric IT Service Catalog (built on ServiceNow).
Armed and Extremely Dangerous - The Service Catalogue Is More Than Just a Too...Karen Ferris
Despite the well used phrase “a fool with a tool is still a fool” there are still many service catalogue initiatives that start and end with the selection of technology.
These initiatives are doomed to failure. Armed with technology alone will be extremely dangerous to the success of your service catalogue initiative.
This presentation aims to discuss how to implement a successful service catalogue with technology selection a crucial component but just one of many critical success factors.
Leveraging IT Service Catalog to Transform Services Delivery - Argonne Nation...Evergreen Systems
IT Service Catalog project with ServiceNow. For full webinar recording visit http://content.evergreensys.com/service-catalog-webinar-services-delivery-argonne
While successful IT self-service is critical today, most organizations have taken a fragmented, reactive approach - and are not happy with their results. Is this the case for you? If so, please join us for some fresh thinking in IT self-service. And deliver IT self-service your employees will love!
We will look at where the highest value is, what kinds of activities are a good fit, how to get customers using it, and how to create a coordinated program approach that really works – sharing success tips and pitfalls to avoid along the way.
Full webinar recording with ServiceNow demo available at:
http://content.evergreensys.com/webinar-it-self-service-slides
IT Service Catalog: Customer, Provider and Manager Views of a Service CatalogEvergreen Systems
Please join us for a 30,000 foot view of the customer, provider and manager’s views of the Service Catalog. We will combine high level content from over 20 webinars we presented this year as we consider 3 success keys and 3 critical challenges to overcome, from each perspective.
This content rich webinar is enhanced by our newest intellectual property, as we unveil our Evergreen's “Service Governance Design Principles” guide. Another tool from Evergreen’s consulting toolkit, it covers the roles, responsibilities, KPIs and makeup of a Service Governance capability & process. With it you can build a clear, direct governance process correctly, which you can rely upon to create and manage high quality, consistent services for your Service Catalog efforts.
As always, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
For full webinar recording including ServiceNow demo please visit http://content.evergreensys.com/webinar-it-service-catalog-customer-provider-manager-views-turkey
IT Service Catalog: 5 Steps to Prepare Your Organization for Successful Servi...Evergreen Systems
Few Organizations have deep experience in planning for a successful Service Catalog project. Questions abound:
"What are the best practices? How will we measure success? What roles & responsibilities will we have? What are the customer & executive expectations...and how do we address them? What options do we have for getting started? Can we start simply and grow as we learn?"
Successful Service Catalog projects are dramatically different than many other IT projects. Please join Don Casson, CEO of Evergreen as he answers these questions and explains the 5 steps to prepare your team for success with your IT Service Catalog project.
Jeff Benedict, ITSM Practice Leader, will demo our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Webinar recording with demo available at http://content.evergreensys.com/it-service-catalog-project-steps-prepare-organization
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Roman Pichler provides 10 tips for creating effective user stories: 1) Write from the user's perspective; 2) Use personas to understand user needs; 3) Collaborate to create stories; 4) Keep stories simple; 5) Start with epics before detailing; 6) Refine stories based on feedback; 7) Add acceptance criteria; 8) Use paper cards to facilitate collaboration; 9) Visualize stories on a wall; 10) Don't write stories for complex interactions or architectural elements. The tips are meant to help product teams develop user stories that effectively capture user requirements.
This document outlines various service catalogs including IT, facilities, and human resources. The IT service catalog allows end-users to get help, request equipment, and access required services simply. Facilities services can quickly deliver maintenance, repairs, and installations. The human resources catalog presents predefined benefits, payroll, and employee relations services.
CMDB - Strategic Role in IT Services - Configuration Management Moves Front a...Evergreen Systems
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As we build and deliver IT services to our customers (employees), IT Service Owners will be very visible – and intently focused on delivering high quality outcomes, on time, with service availability and cost as advertised. Without effective configuration management, this cannot be done.
Please join us as we explore the new strategic role of the CMDB, and how processes, people, costs & technologies converge into services – with the CMDB aligning, connecting and managing the configuration items to make this all possible.
We will also demo our always evolving view of a very advanced, self-service catalog & portal, with a focus on the service owner & the role of the CMDB.
Full webinar recording available at:
http://content.evergreensys.com/cmdb-webinar-it-services-strategic-role
Use a Service Taxonomy to Organize and Manage Your IT Services ! What services do we offer? How do we organize them? How can we make them "customer centric?” What is a good starting point?
Successful IT Service Catalogs have well organized services. The Services Taxonomy, or framework is the key to organizing and understanding your services well.
Please join us to learn how to build a good service taxonomy in 4 logical steps, as well as 3 key mistakes to avoid.
In addition to a demo of our prebuilt service taxonomy, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Recording with demo available at http://content.evergreensys.com/service-taxonomy-webinar-slides-manage-it-services
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ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014Patricia NENZI
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The document discusses the EY IT Financial Management (ITFM) service definition journey. The journey provides a framework to define IT services in a way that is transparent to business customers. It involves 6 steps: 1) assessing the current state, 2) defining initial services, 3) reviewing services with business stakeholders, 4) defining service levels, 5) determining service costs, and 6) producing and issuing a service catalog. The service catalog establishes a common language for communication between IT and business leaders and improves customer satisfaction. It forms the foundation for cost transparency and a potential chargeback model.
This document provides an overview of ITIL (Information Technology Infrastructure Library) foundations. ITIL is a framework for IT service management that focuses on delivering value to both IT providers and customers. The core concepts of ITIL including services, service management, roles, processes and service lifecycles are described. Key aspects of service strategy, service design, and components of a service design package are also summarized.
Last year in May, where we could do what we liked and Covid19 was not even a word, the itSMF organized an event to review ITIL4 and how it positioned itself in the agile service management world. For those who joined, I said that all the information shared was based on the ITIL4 foundation input. Since then, a lot has happened. Also in the world of ITIL4. Axelos released 4 more specialist and strategist titles and 35 practice titles.
It gave the possibility to revisit the initial understanding, challenge it and extending it to the level I am at today. I also said that when time is right, I would share my insights.
So if you want that in depth review of how Axelos has reinvented ITIL and how for me, this evolution of ITIL is as disruptive as the market we are in today, mark in your agenda : 26th of November from 17:30 until 19:00
What can you expect from this indepth session on ITIL4? We will start off with a short recap of the foundation, so even people not really familiar with the basic ins and outs can follow the session.
After that introduction, the 4 core volumes added as part of the managing professional will be reviewed and connected to the ITIL4 operating model. We will investigate how each of the volumes adds tools and guidance, allowing a service driven organisation to become the best version of itself.
Personally it has been a discovery journey which took and still takes time to grasp the potential. I hope that by the end of the session, some of the insights might be of use in your own service management evolution journey.
Eddy Peters
Beverly Weed-Schertzer explains how ITIL, the most widely used IT service management framework, supports business objectives, enables changes, adds value to service risk management, and optimizes customer experience while being economical. Additionally, this explores the various trends in the domain and serves as a one-stop guide for all aspiring professionals looking to build a career in this discipline.
The how, why and what of ITIL® certificationsLora Beros
The ITIL® path is long and challenging, but you have to start somewhere. In this on-demand presentation, TrainSignal instructor Lowell Amos discusses the benefits of obtaining an ITIL® certification. Where do you start? Why should you bother? How can this certification transform your career? Let Lowell guide you through the first ladder of the ITIL® climb to success.
The document discusses key concepts in IT service management (ITSM) and ITIL. It covers the core ITSM components including service strategy, service design, service transition, service operation, and continual service improvement. Some key processes explained in ITIL include change management, problem management, and incident management. The benefits of adopting ITSM best practices like ITIL are also highlighted.
The document discusses various topics related to IT service management including: current challenges for IT organizations and how their focus needs to change; key concepts of IT service management including the five core components of service strategy, service design, service transition, service operation, and continual service improvement; an explanation of ITIL including its history, core processes, and benefits; and recommendations for conclusions.
The document provides an overview of ITIL (Information Technology Infrastructure Library) v3. It discusses key concepts in ITIL like service management, service lifecycles, and certifications. The service lifecycle in ITIL v3 includes service strategy, service design, service transition, service operation, and continual service improvement.
The document outlines the plan and objectives for a 3-day ITIL Foundation V3 workshop. Day 1 will cover ITIL core concepts and organizing for service management. Day 2 will cover service strategy, service design, and service transition. Day 3 will cover service operation and continual service improvement. The objectives are to provide comprehension of key ITIL concepts including the service lifecycle, processes, roles, and functions.
This document provides an overview of IT service management concepts within the ITIL framework. It discusses the ITIL framework and service life cycle approach, including key concepts in service strategy. Service strategy involves demand management, service portfolio management, and financial management. Demand management involves understanding customer needs. Service portfolio management involves packaging and bundling services. Financial management balances cost and price of services through activities like service valuation, investment analysis, and accounting. The document provides objectives, concepts, activities, metrics, and roles for each of these aspects of service strategy.
ITIL Foundation is the most important and entry level certification for IT professionals and employees understand the concepts and terminologies used in ITIL service lifecycle. Makemewise is one of the best companies to provide recognized ITIL foundation certification training.
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2. 2
Speaker Bios
DON CASSON, CEO,
EVERGREEN SYSTEMS
Don has led Evergreen
Systems since its founding in
1997. Over the years he has
spoken at conferences,
authored white papers and
been interviewed for
numerous industry
periodicals.
Contact:
dcasson@evergreensys.com
JEFF BENEDICT, ITSM PRACTICE
MANAGER, EVERGREEN
SYSTEMS
Jeff manages the ITSM practice
at Evergreen and has worked
with ITSM tools for 15+ years.
Jeff is an active contributor to
the Evergreen Blog and Twitter.
(twitter.com/JeffSBenedict)
Contact:
jeff.benedict@evergreensys.com
3. 3
Today’s Agenda
• About Evergreen
• Service Catalog vs. Service Portfolio
• Evergreen’s Service Taxonomy Model
• Evergreen’s User-Centric Self-Service Portal /
Catalog (built on ServiceNow)
• Possible Next Steps / Q&A
4. • 80-person U.S. IT Consulting Firm
• Worked with hundreds of Mid-Market and
Fortune 1000 Companies
• Full lifecycle firm with deep ITSM / ITIL
transformation experience
• One of Top 5 ServiceNow U.S. partners
• Primary Focus – “Customer-Centric IT
Service Management”
4
About Evergreen Systems
Sample ClientsQuick Facts
5. 5
What About the Customer?
Evolving…
IT’s Value
Customer Experience
6. 6
An outcome that meets a
customer’s need well
enough to justify the
purchase price
What is a Service?
8. 8
Service Catalog – Service Details
Provide the customer
enough information to
make a self-service
determination…
• Name & description
• Fit for my use
• Who can request it
• Cost
• Quality
• Delivery time
• How to request it
• Service owner
9. 9
Service Catalog – Service Details
Provide the customer
enough information to
make a self-service
determination…
• Name & description
• Fit for my use
• Who can request it
• Cost
• Quality
• Delivery time
• How to request it
• Service owner
10. 10
Service Portfolio Definition
Full lifecycle services
management system
From cradle to grave
Service Catalog is an
output of the Service
Portfolio
21. 21
A Service is an outcome that meets a
customer’s need well enough to justify the
purchase price
What is a Service Taxonomy?
A Service Taxonomy is the practice and
science of classification of services
22. 22
Attributes of a Taxonomy
Classification of things – often
from general to specific
Generally organizes things
into groups
Includes the principles
underlying the classification
Parts of a whole
Parent - child relationship can
be multi-parent
23. 3-Phase Customer-Centric Services Road Map
Employee Self-
Service Portal Service Catalog
Fulfillment
Automation
Demand Build Manage Retire
Services Taxonomy Services Health
Services Lifecycle Factory
CMDB
Customer
sees…
IT sees…
23
Good afternoon, and thanks for joining us!
I am Don Casson, CEO of Evergreen and with me is Jeff Benedict who heads up Evergreen’s ITSM practice, and is a phenomenal solutions architect to boot.
If you are new to our webinar series, welcome. If you are a past attendee thanks for joining us again. Our goal is to share valuable information & insights you can use in your planning and activities right now. The topic we will explore today is, “Service Catalog vs. Service Portfolio”
Here is our agenda-
After a very little bit about Evergreen, we will dive into our topic - Catalog vs Portfolio, show how a service taxonomy helps, and review a 3 phase customer centric roadmap example.
Beyond that we will briefly demonstrate a service taxonomy tool and our always evolving view of a very advanced, self service experience, built on ServiceNow.
Then we will answer some questions if you have any. At any time during the webinar you may submit a question using the Q&A function.
Evergreen is a US based consulting firm and we have worked with hundreds of mid market and Fortune 1000 companies to improve their IT Service Management execution.
We are a full lifecycle firm, or in the words of one customer, “you have both process and technology in one company.”
We are one of the leading ServiceNow partners and have over a decade of domain experience in each area of the ServiceNow portfolio, but we have a particularly heavy focus on customer centric IT Service Mgmt.
AT Evergreen WE THINK CONVENTIONAL ITSM WISDOM IS WRONG
For the most part ITSM has been done the same old way for the past decade – incident, problem, change and a little knowledge. At the end of it, we may be running a little better – but so what? Who even knows? What about the customer? Are we really making a difference for them? Are we delivering them any more value? Or are we waiting to phase 2 or 3 to even think about them. Why are we waiting? This old model is broken. If you are considering moving to ServiceNow, or any other platform for that matter – demand more! You need to start with the customer in Phase 1. You absolutely CAN deliver a big customer experience improvement in Phase 1. One the customers and the CIO will notice. And if you are already a couple of years into your latest ITSM journey – even more importantly - NOW is the time.
For the past two years at Evergreen we have been working very hard on exactly this – focusing from the customer in, not IT out. We see both IT and the customer’s experience evolving hand in hand from the beginning – not as an afterthought.
Let me share a short story. Late November 2014 we were contacted by a prospective new client who had been using ServiceNow for two years with little to show for it. She wanted to dramatically change her employee’s IT experience by year end. On New Year’s eve she went live with a new, beautiful Employee Self Service Portal, and told us it was the most impactful IT project of the year. She should know, she’s the CIO.
Alright let’s get rolling here. So what is a Service? An outcome that meets a customer’s needs well enough to justify the purchase price.
What is the purchase price? It’s not just money. It is the total investment the customer has to make to get the service – time, energy and money.
It also considers ease of use, quality and complexity as the customer moves through the process, just like you do when you are the customer.
The Service Catalog is your active storefront – it is the services you offer to your customers today. That’s it.
Let’s dig a little deeper into what makes up a Service. The goal is to provide a simple but complete description of the service and its attributes so the customer can make a self service determination.
Let’s say I am the customer. Here we have a service we call SAP financials – which includes the financial software from SAP. We have a description of the core functionality offered so I can decide if that is what I am looking for – perhaps there are different user roles who see different functionality – for example, from lightweight to heavy duty use. I can see that James Vittolo is the service owner if I need to contact someone about it, and I can see that it is rated 4 out of 5 stars for quality. I can also click on the “request this service” button on the upper right hand side…
Here I can see a brief description, the approval process, the time to deliver – three days, and the cost to me - $50 per month
If the Service Catalog is our current “storefront” of active offerings to our customers, the Service Portfolio is the process that proactively manages the full lifecycle of a service – from cradle to grave.
It is similar in many ways to an SDLC – software development lifecycle system – we could even call it a Services Development Lifecycle System. Since a service can require resources, integration with other software in house or in the cloud, and end to end management expectations, it is beyond the scope of an SDLC, but the analogy is still useful.
It is helpful to think of the Service Portfolio as Service Factory that we want to build and run. We want to use it to manage “services” over their useful lives. Let’s look at the flow of work in our factory.
At the front end we have “Consider” which is our demand or intake funnel. If you are successful it is quite possible than you will get more requests for new services than you can deliver. Which are most important? Which have the greatest value to the company? How do we communicate this fairly to the customers asking for new services? How do we define value – is it a balance of customer outcome, cost to create, complexity and risk? You can see it is important to have a consistent basis for ranking and managing new service requests.
Next comes Build where we construct a service. Though it sounds strange, our goal should be not to build a service, rather than build one. The more unique services we have, for more & different customers – the more complex our service catalog becomes. This rising complexity can be dangerous, it may make our catalog so difficult to understand and navigate that people stop using it. We want to follow a building block philosophy in constructing services. Start by creating a family of simple services which can be reused easily across IT, and combined like building blocks to better create more complex services. An example might be building a few standard approval models – ranging from automatic approval to complex, multi step approval - that we reuse.
Then comes Modify, where we update or make changes to a service during its useful life. This is fairly self explanatory, what is important here are the same questions we are asking in build, and making sure any modifications go through a quality assurance & change control process to validate that we don’t break existing functionality people are relying upon. Managing service building blocks as CI’s or configuration items is a good services “best practice.”
Last is Retire – where the service no longer has value and is removed from our active service catalog. An example of this for some might be a pager provisioning service – perhaps you don’t need this service any more. Interesting to note – while this “service” may be retired – it may be made up of a number of services building blocks that are actively in use across the enterprise. It is only this unique combination of these building blocks that is being “retired.” It is worthwhile to review your services on a regular, planned basis, as having a lot of old, not very relevant services makes your catalog harder to navigate and makes it look “out of date” or “not keeping up with the times” to your customers.
A lot of what we cover is pretty ITIL centric, and many of our IT team members are likely not well versed in ITIL, while none of our customers – who are members of our team – have any idea what IITL is, so it is helpful to have an analogy everyone can understand. Ford Motor Company is 112 years old – do they operate in a service catalog and service portfolio manner?
You bet they do. Here are 3 service catalog items you could select. Each of these is a bundled offering including the car, a warranty for repairs and maybe even some “prepaid services” like free oil changes for life.
Here in the Service Bay you find more service offerings – perhaps it is a standard 30,000 mile service bundle, or perhaps it is a brake job made up of parts and labor.
And here is the parts store – where you can buy accessories for your vehicle, and even these are service bundles because they carry a warranty and may also be packaged with some labor to install an item. All of these things are presented to the customer in the Ford “Service Catalog.”
If we go back to our Service Factory workflow definitions – we have 4 steps - Consider, Build, Modify and Retire. At the front end of the demand funnel the Ford product planning group considers what new autos should be developed for sale – and these possibilities compete with each other for funding just like your services do. Early on when a new offering is being considered, designers create concept sketches to help visualize the possible new car.
These concepts are often built into full scale “Show Cars” – with some intended just to gauge customer reaction and help steer longer range design thinking. Others are thinly veiled pre-production models that are near final design completion and getting ready to move into production.
Here is a pretty far out Ford show car from 1958 called “ la Galaxie” concept. The future looked pretty cool in 1958 huh?
Once the decision is made to build a concept, the full size car is actually hand sculpted in clay by automobile sculptors (service designers?). This is still true today and is part of the Build process.
Also part of Build, here we see a Ford Focus hatchback coming off a production line in Germany.
Once we have completed the Build process we have a service item ready to be presented in our service catalog, or in Ford’s case – cars start showing up in dealer showrooms.
We move to the Modify phase, because cars, just like our services are subject to changes over their useful lives. While a given model like a Ford Mustang may have a 4-5 year life, there is often a mid-life refresh or update 2-3 years after the initial issue, with a number of improvements. Here we see an new optional modification to the Service Catalog item “Ford Mustang” called a cold air intake, which can be added to the vehicle to improve performance.
And last we come to the final phase of a service offering’s life - Retirement.
This is when the service is taken out of the active Service Catalog, or in the case of Ford, the car goes out of production. Some services are better than others, just like some cars are better than others. Here we see a famous failure - the Ford Edsel. It debuted in late 1957, and even with powerful marketing claims to the contrary - the Edsel look was only here to stay for another 12 months.
So what is a service taxonomy? We already covered a definition for a Service.
A Service Taxonomy is a logical, repeatable way to classify the services we want to offer, as well as the ones we might want to offer. The taxonomy of homo sapiens here is a pretty good type of taxonomy model for IT Services – the classification goes from very broad to specific, from millions to few. The 140 year old Dewey decimal system is a good taxonomy example as well, in use at over 200,000 libraries today. Could you imagine trying to find a book without it?
So a taxonomy is a logical and extensible way of classifying things. Most taxonomies organize things into logical categories, groups, and even sub groups as the classification gets more and more specific. Taxonomies don’t have to be hierarchical groups, they can be alphabetic listing of things as well. The best type of taxonomy for you is the type that is most useful in creating and managing the services you want to offer.
It is very helpful if the taxonomy “includes” or carries with it the principles of classification in the framework itself. One common way to do this is to use self defining terms – ie – a term generally understood to be the same thing by a high percentage of the target customer for that group of services. For example, the term “high power desktop computer” is more self defining than “compute hardware 64 bit Linux OS v5.”
The parts of a taxonomy are meant to be parts of a whole. At the highest level the framework should capture the broadest view of what you see as potentially within the scope of your effort. Of course the taxonomy can be grown or shrunk later – it is never locked down. But it is easier to start with a broad view as there is no downside to it, you don’t have to use all of it right away, and you will minimize any re-classification efforts downstream that could come from changing the taxonomy.
Let’s wrap the presentation with a high level look at a generic, 3 phase Customer Centric Roadmap. This assumes core functionality like Incident, Problem and Change are already in place.
We have classified the phases by color with Blue being Phase 1, Orange Phase 2 and Purple Phase 3.
If you look at the blue line down the middle, above the line is what the customer sees or experiences. Below the line is what IT sees and delivers from a Service Portfolio perspective. Remember – everyone is different. In Phase 1 you can create a beautiful customer self service portal, accessible from any device enabling the customer to log an Incident, search knowledge, check status, and get help. If they don’t see what they want, they can connect to the Service Desk with one click. For many organizations this alone is a very big improvement. If you can go a little further, you can create your Service Taxonomy and bring a small number of high value services to your Catalog, in Phase 1. This naturally leads to Phase 2 where it now becomes important to create your Service Portfolio process, and begin storing your service building blocks in your CMDB, while continuing to grow your service offerings. Phase 3 is when you circle back to service fulfillment and focus intently on eliminating or automating the work of IT by linking it to the customer’s self service choices. At the same time, proactively managing Services Health from the customer’s eyes becomes very important.
If you found this interesting and wonder what might be a logical next step, here are a few options.
If you are interested in our advanced Employee Self Service Portal, it is available now as a self service demo. You can get your own login on our website – follow the front page banner.
If you are looking for a better way to organize and categorize services – you can access a short demo video of it from our website.
Or perhaps you are considering a broader Service Catalog initiative but aren’t sure where to start and how to get your team all on the same page. Evergreen offers a one day, private Service Catalog Workshop on your site which educates your team, uncovers your key business drivers, and creates a logical roadmap for going forward. You can literally save months of effort in consensus building and get your program moving.