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Thought Leadership for
IT Service Management Professionals

How do you get ready for a Service Catalog Project?

Posted by Stephanie Nicoll

Few Organizations have practical experience planning for a successful Service Catalog project.

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Topics: Service Catalog, Service Now, ServiceNow, IT Service Catalog, ITSM, IT Service Management, IT Self Service, IT, IT Strategy, IT Webinar



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



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



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 - 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



Service Request Catalog: 5 Elements for a Good User Experience

Posted by Steph Velte

When IT creates a service request catalog or shopping cart for IT customers to order goods and services, it often comprises of all the components necessary to fulfill the needs of IT. For example, it may allow users to gain access to systems by prompting them with all the necessary data points IT needs to provision the account and roles for that system. The fault with the design of these service request catalog systems is that the focus is on the needs of IT more than the target customers. These solutions often fail to ask the question, “Does my service request catalog provide a good shopping experience for my customers?”

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Topics: Service Catalog, Service Management, Service Request Catalog, IT Self Service



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