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Thought Leadership for
IT Service Management Professionals

Who Should Be Included in Service Catalog Planning? The Answer is Everyone!

Posted by Don Casson

Step two for effective Service Catalog Planning includes properly defining roles, responsibilities and governance

The purpose of defining roles and responsibilities in your Service Catalog Project is to establish clear expectations, and align them with customers’ needs. This is a key step in empowering individual members of your team to be successful. When everyone succeeds, the work of the team becomes aligned and is optimized, and you create happy customers.

So, how are decisions made in your organization? Who are the decision-makers? And, who is impacted most by your decisions? The answers to these questions will vary depending on the roles and on the governance structure established within your organization.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, ITIL Consulting, IT Service Catalog, IT Service Catalog Workshops, ITSM Strategy, Employee Self-Service Portal, ITIL Strategy, Customer-Centric IT, ServiceNow Partner, Customer-Centric ITSM, Service Portal, Service Catalog Planning, IT Roles



Is Doing a Service Catalog Worth the Effort? YES!

Posted by Don Casson

The first step to building a customer-centric Service Catalog and maximizing IT value

Historically, IT has had one job: to manage the information technology systems of an organization. Most times, the IT organization of the past set about doing their activities with minimal understanding or direction as to how their efforts supported business goals. But, once the Service Catalog enters the picture, the value of IT can grow exponentially. In fact, the Service Catalog is a key driver behind the transformative change of the forward-thinking IT organizations over the past decade – from delivering discrete technical outcomes to providing end-to-end, complete and beautiful customer services. The services these IT leaders deliver are foundational to the success of the business.

What this means is that your Service Catalog is very important. It is a fundamental element to a value-driven IT enterprise, and the success of your business. And it’s challenging to get it right, but as I discussed in my last post, you must consider the framework for key IT projects as you plan your Service Catalog to lay the groundwork for an effective implementation. This sets you on the path to success.

Now, you’re ready to take the next steps to get your team ready – there are five steps to be more precise.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, ITIL Consulting, IT Service Catalog, IT Service Catalog Workshops, ITSM Strategy, Employee Self-Service Portal, ITIL Strategy, Customer-Centric IT, ServiceNow Partner, Customer-Centric ITSM, Service Portal, Service Catalog Planning



Planning a Service Catalog Project?  Ask These Questions to Succeed

Posted by Don Casson

Framing your IT project with people, process, and technology (culture as well) in mind can help you avoid disaster

It occurred to me not too long ago that one of the most important lessons I learned took place in high school English class. The teacher highlighted the five Ws and one H questions: who, what, where, when, why, and of course, how. These questions are recognized as fundamental for information gathering and problem solving, especially in careers where research is essential, like journalism or police investigations.

Likewise, when planning your Service Catalog project, the right questions when considered against the framework used for key IT projects – people, process, technology…and culture – are critical to the success of your initiative.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, ITIL Consulting, IT Service Catalog, IT Service Catalog Workshops, ITSM Strategy, Employee Self-Service Portal, ITIL Strategy, Customer-Centric IT, ServiceNow Partner, Customer-Centric ITSM, Service Portal, Service Catalog Planning



Your Team Will Work Smarter if They Adopt This ITSM Approach

Posted by Don Casson

A customer-centric mentality and an understanding of market trends can help modernize your service delivery processes

As customers become more sophisticated technology users, they have come to appreciate businesses who put them first. CEOs are noticing this trend and are asking their IT organizations to provide customers (external, and internal - employees) with an “Amazon-like” end-to-end IT service experience. Wishful thinking, perhaps. Or is it? When it comes to IT Service Management (ITSM), a customer-centric approach can transform service delivery and provide customers with great experiences.

Unfortunately, the traditional ways of ITSM are still running rampant. And there are several reasons why this is the case. But, first let’s make clear why you are in business in the first place: the customer. The customer is really two personas -– the end customer, and the executive customer.  We know the end customer wants a great experience, end-to-end.  The executive customer wants that but also wants to know cost, value and what services are being used.

If the customer is the reason why businesses live and breathe, why do some IT organizations insist on maintaining the old ways of ITSM? There are several reasons which I’ll highlight later in this blog post.

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Topics: Consumerization of IT, ITSM, IT Service Management, IT Innovation, IT, ITSM Strategy, Customer-Centric IT, Service Delivery, DevOps Revolution, Shared Services, Value of IT, ITSM Value, ITSM Consultants, Customer-Centric ITSM, IT Service Owner



Customer-Centric IT Service Management

Posted by Stephanie Nicoll

Don Casson, CEO of Evergreen Systems lead a panel discussion today at the ServiceNow User Group (SNUG) in Minnesota with executives from Thomson Reuters and BCBS of Minnesota discussing the importance of, and strategy behind, customer-centric ITSM. 

Executives want a beautiful, "Amazon-like” IT experience for employees. While this logically starts with the employee Service Catalog & Portal, it raises a lot of questions:

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Topics: Service Catalog, ServiceNow, IT Service Catalog, ITSM, IT Service Management, IT Self Service, ITSM Strategy, Customer-Centric IT



Evergreen Announces First Complete, Out of the Box, ServiceNow Customer-Centric ITSM Solution

Posted by Don Casson

WASHINGTON DC – January 12, 2016 – Evergreen Systems, the industry leading provider of “customer-centric” ITSM solutions on the ServiceNow platform, and a ServiceNow Preferred Implementation Partner announces today Evergreen Ready, the industry’s first complete, out of the box, customer-centric ServiceNow ITSM solution. 

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Topics: Service Catalog, Service Now, ServiceNow, Service Manager, ITSM, Employee Self-Service Portal, Prebuilt ITSM, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner



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