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Thought Leadership for
IT Service Management Professionals

How Do We Build an Amazon-Like Experience of IT for Our Employees?

Posted by Don Casson

Tue, Apr 04, 2017

Do you know who is the highest-rated customer service retailer in the world? Amazon. Do you know why? It’s because Amazon created and mastered the complete self-service customer experience. It’s also because no one needs to teach us how to use Amazon’s website, since we learn the process as we go through it. Having standardized processes across the entire enterprise produces a high-quality experience. Having strong governance and combining beautiful self-service with lights-out automation are foundational to Amazon’s success.

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Topics: IT service catalog, ITSM



Proper IT Asset Lifecycle Management

Posted by Don Casson

Thu, Mar 23, 2017

IT asset management is comprised of the business practices that bring together your financial, contractual and inventory functions to manage the lifecycle of your IT assets and make strategic decisions for IT. When done properly, IT asset lifecycle management makes your IT infrastructure completely transparent and provides insight into the following:

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Topics: ITAM, asset management



How to Create An Amazon-Like IT Service Management Experience

Posted by Don Casson

Tue, Dec 27, 2016

Everything we do here at Evergreen Systems starts with our experience as customers. Two years ago, we began taking note of the elegant self-service experiences offered by the likes of Amazon, Apple and Google, and wondered why our IT Service Management customers can’t have the same thing.

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Topics: service catalog, service catalog management, IT service catalog, IT, IT as a service



Why 80 Percent of Service Catalog Projects Fail

Posted by Don Casson

Thu, Dec 08, 2016


It’s unfortunate, but projects sometimes fail. In fact, IT projects in general fail anywhere from 20 percent to 50 percent of the time. While many factors may contribute to a project’s failure, identifying the specific ones that caused a particular project to fail can sometimes be challenging. At other times, however, the things that caused a project to fail are glaringly obvious.

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Topics: IT service catalog, ITSM



The Importance of CMDB in the Design and Delivery of IT Services

Posted by Don Casson

Tue, Nov 29, 2016

As a leading, US-based consulting firm, Evergreen Systems works closely with hundreds of mid-market Fortune 1000 companies and private sector organizations to help them meet their customers’ service requests in a timely and efficient manner.

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Topics: CMDB



Is Your Service Catalog A Turkey?

Posted by Don Casson

Tue, Nov 29, 2016

Thanks to our close relationships with major Fortune 1000 companies, all of us at Evergreen Systems have learned a thing or two about what a great Service Catalog looks like and what it takes to provide world-class IT Service Catalog management.

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ServiceNow Service Portal and the Evergreen Employee Self-Service Catalog & Portal (ESS): Market Update

Posted by Don Casson

Tue, May 17, 2016

ServiceNow released the Helsinki version of their software platform May 12, 2016. It includes a much more capable Service Portal CMS, built on modern, widely used technologies such as Angular JS and Bootstrap. While it is intended to replace the prior CMS, the prior CMS will still be fully supported on the Helsinki release. At some point in the future it will be retired.

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IT Service Catalog Software Store – An Example of Balanced Service Design (Part 5 of 5)

Posted by Don Casson

Thu, Apr 14, 2016

Give the customer what they want to get what we need. That is Balanced Design. 

Does it work?   

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Topics: service catalog, ITIL, servicenow, service request catalog, IT consulting, IT service catalog, ITSM, IT, request portal, ITSM strategy, service operation processes, service catalog webinar, service strategy processes, service design processes



IT Service Catalog Software Store – An Example of Balanced Service Design (Part 4 of 5)

Posted by Don Casson

Tue, Apr 12, 2016

This is part 4 in a series of 5 posts. Click here to read part 1. To access part 2, click here. For part 3, click here.

Creating effective IT Services always involves three constituencies  - the customer, the provider and the manager.

Most organizations are interested in building a beautiful, self-service software store as part of their IT Service Catalogs. It is also a great example of balanced design – giving the customers what they want to get what we need. 

Let’s look at the step “Install.”

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Topics: service catalog, ITIL, servicenow, service request catalog, IT consulting, IT service catalog, ITSM, IT, request portal, ITSM strategy, service operation processes, service catalog webinar, service strategy processes, service design processes



IT Service Catalog Software Store – An Example of Balanced Service Design (Part 3 of 5)

Posted by Don Casson

Thu, Apr 07, 2016

This is part 3 in a series of 5 posts. Click here to read part 1. To access part 2, click here.

Creating effective IT Services always involves three constituencies  - the customer, the provider and the manager.

Most organizations are interested in building a beautiful, self-service software store as part of their IT Service Catalogs.  It is also a great example of balanced design – giving the customers what they want to get what we need. 

Let’s look at the step “Buy.”

Read More

Topics: service catalog, ITIL, servicenow, service request catalog, IT consulting, IT service catalog, ITSM, IT, request portal, ITSM strategy, service operation processes, service catalog webinar, service strategy processes, service design processes



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