Blog

Thought Leadership for
IT Service Management Professionals

How to Create An Amazon-Like IT Service Management Experience

Posted by Don Casson

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.

Read More

Topics: Service Catalog, Service Catalog Management, IT Service Catalog, IT, IT as a Service



The Future of IT Service Brokerage is Here

Posted by Stephanie Nicoll

This is part two of a two-part series. Read part one here.

Achieving IT Cost Visibility

Cost visibility is the single starting point and the most important determining success factor for IT organizations operating in the new world of technology business management. Cost visibility means understanding all cost components that go in to delivering a solution or service – hardware, software, network costs, infrastructure, facilities, and the personnel that manage, deliver, and support these solutions. Additionally, cost composition will vary based on how and where technology is delivered, and how and to what extent it is consumed.

Read More

Topics: ITSM, IT as a Service, TBM, Technology Business Management, IT Cost Transparency, Apptio, Shadow IT



IT as a Service: The Future of IT Service Brokerage is Here

Posted by Stephanie Nicoll

Enterprise IT organizations can no longer think of themselves as technology managers and consultants

The information technology profession is going through a fundamental change in purpose. Until recently, IT groups acted as technology gatekeepers, evaluating and selecting products and services for use in the enterprise, with some input from customers. This IT paradigm is shifting, and customers are beginning to make technology decisions on their own.

Read More

Topics: IT as a Service, TBM, Technology Business Management, IT Cost Transparency, Apptio



IT Service Catalog Initiative? How to Overcome 3 Common Barriers (Part 2)

Posted by Don Casson

Overcoming 3 Barriers to a Service Catalog  - Barrier 2

Many organizations want to pursue a Service Catalog initiative but are reluctant because of lack of funding, organizational change resistance and lack of knowledge about how to proceed. These barriers can be overcome and provide a pathway for your organization to succeed in its Service Catalog initiative.

Read More

Topics: Service Catalog, ServiceNow, IT Service Catalog, IT as a Service, IT Transformation, Employee Self-Service Portal



IT Service Catalog - Service Portfolio: 8 Keys to Success (aka The Big Lever - Part 5)

Posted by Don Casson

Today is a good time to start catching up. Take action now. Here are eight success keys that can help serve as guiding lights for your journey, plus ONE big, overarching truth – ONLY design from the customer experience in.

I hope you have enjoyed this series of posts – good luck on your journey.

Read More

Topics: Service Catalog, Service Portfolio, Data Center Automation, ITIL Consulting, IT Service Catalog, ITIL Process, IT as a Service, Big Lever - IT Transformation, IT Strategy, IT Transformation



How to Go From Yesterday to Tomorrow Faster - The Big Lever (Part 4)

Posted by Don Casson

Can rapidly transforming your customer's experience help IT to move faster and better too? I think it can.

(This is part two in a series written by Evergreen CEO Don Casson. You may read part one here. If you are interested in reading it all at once, follow this link now to the whole document, "The Big Lever.")

The Big Lever – How to Go From Yesterday to Tomorrow Faster

Enterprise IT needs to transform its culture from a technology focus to a customer focus, as quickly as possible. Changing culture is an iterative process over time – where constant, repetitive exposure to a new way gradually brings about the changes needed. The more direct the exposure, the shorter the cycles of response to needs and the larger number of people exposed to the new paradigm – the faster the change.

There is nothing more effective to change behavior than an actual need supported by an actual project – with funding, deadlines and clearly articulated business value. In other words, a "live fire" exercise works best.

Many organizations are actively working today on Service Portfolio / Service Catalog initiatives, with the intent to deliver "IT as a Service" as well as improving a wide range of self-service activities for internal customers.

Read More

Topics: Cloud Management, Cloud Delivered Services, IT Consulting, ITSM, IT as a Service, ITSM Strategy



What is the State of IT? (aka The Big Lever - Part 3)

Posted by Don Casson

What is the state of IT in all this? The 22-year-old guy coming out of the garage armed with AWS, SaaS, Github and social media may be getting ready to transform your business. 55 guys at WhatsApp had 500 million customers paying a dollar a year for a killer messaging application and sold for $17 billion dollars to Facebook.

Read More

Topics: Cloud Management, Cloud Delivered Services, IT Consulting, ITSM, IT as a Service, ITSM Strategy



The Big Lever - Part 2 (Enterprise IT Transformation in the Age of the Customer)

Posted by Don Casson

I want to dive a little deeper into the context of it all, as essentially everything is changing significantly, all at the same time. There are competitive and business transformational impacts that the CEO must pay attention to as time to market and cost of experimentation fall amazingly.

Read More

Topics: Service Catalog, Service Portfolio, Data Center Automation, ITIL Consulting, IT Service Catalog, ITIL Process, IT as a Service



IT Service Catalog: The Big Lever (Part one)

Posted by Don Casson

As I have met with clients over the past year, we have talked about all of the technology change IT is facing, but also how IT itself must fundamentally change. I thought it would be interesting to share thoughts on this via the blog – and break it up into a number of more bit-sized pieces. Here is Part 1 – the thirty-thousand-foot view.

(If you are interested in reading it all at once, you can follow this link now to the whole document, which I call "The Big Lever.")

Read More

Topics: Service Catalog, Service Portfolio, Data Center Automation, ITIL Consulting, IT Service Catalog, ITIL Process, IT as a Service, Big Lever - IT Transformation



Subscribe

Recent Posts

Posts by Topic

see all