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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



Podcast: ServiceNow Store and the Employee Self-Service Catalog and Portal App from Evergreen

Posted by Don Casson

Don Casson, CEO and Jeff Benedict, ITSM Practice Manager at Evergreen join Kent Wong of ServiceNow for an interview in the ServiceNow TechBytes podcast. Topics covered include the ServiceNow store and the Evergreen Employee Self-Service Catalog and Portal available in the store as a ServiceNow Certified App.

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Topics: Service Catalog, Service Now, ServiceNow, IT Service Catalog, IT Service Management, IT Self Service, Employee Self-Service Portal, ServiceNow Apps, ServiceNow Certified App



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



IT Service Catalog Design - Key Takeaways

Posted by Don Casson

After reviewing the 5 principles and the example websites, you can see that each of these sites are actually balancing the principles to execute most effectively for their customers.

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Topics: Service Catalog, ServiceNow, Service Catalog Design, IT Service Catalog, ITSM, IT Self Service, Employee Self-Service Portal



IT Service Catalog Design - Principle #1: Simple

Posted by Don Casson

This is the second post in the series "IT SERVICE CATALOG DESIGN - Make it Beautiful." Read part one here.

SIMPLE means just that. Simple. Not hard to understand or do.  Having few parts – not complex or fancy. 

While any given screen or the entire service end-to-end may have a lot of details, simple means eliminating every word, button, graphic or item of any sort that is not TOTALLY AND DIRECTLY related to the customer’s needs in understanding, choosing and using the service. Then the customer will see it as simple.

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Topics: ServiceNow, Service Catalog Management, Service Catalog Design, IT Service Catalog, IT Service Management, ITSM Strategy, Employee Self-Service Portal



IT Service Catalog Design - Make it Beautiful

Posted by Don Casson

As we move from delivering silos of IT activity to truly delivering services our customers want and need, there is a simple but huge change we need to effect – we need to think like the customer. 

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Topics: Service Catalog, ServiceNow, Service Catalog Design, IT Service Catalog, ITSM, IT Self Service, Employee Self-Service Portal



7 Steps to Creating Quality Key Performance Indicators (KPIs) - Part 4

Posted by Phil Hellerman

Key Performance Indicators (KPIs) are the telemetry that underpins consistent, high quality service delivery. There are 7 steps to creating good KPIs. In today's final post in this series, Steps #6 and #7.

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Topics: Service Catalog, ITIL Consulting, IT Service Catalog, IT KPI, ITSM Strategy, Employee Self-Service Portal, IT KPIs, Key Performance Indicators, ITIL Strategy



7 Steps to Creating Quality Key Performance Indicators (KPIs) - Part 3

Posted by Phil Hellerman

Key Performance Indicators (KPIs) are the telemetry that underpins consistent, high quality service delivery. There are 7 steps to creating good KPIs. In today's post, Steps #4 and #5.

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Topics: Service Catalog, ITIL Consulting, IT Service Catalog, IT KPI, ITSM Strategy, Employee Self-Service Portal, IT KPIs, Key Performance Indicators, ITIL Strategy



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