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Thought Leadership for
IT Service Management Professionals

Why a Common Language is Fundamental to Service Catalog Success

Posted by Don Casson

Step three in planning for a Service Catalog is to create a definitions dictionary

The power of the Service Catalog is that it can narrow gaps between providers and users via the use of a common language. To illustrate the importance of common language in your Service Catalog plan, think of a time you’ve visited a restaurant in a foreign country where English isn’t the primary language. Even here in the U.S., you can find restaurants where menus are in another language. Just about 30 minutes from our headquarters offices in Sterling, Virginia is a small area in Washington D.C called Chinatown. There, you can find genuine Chinese cuisine. And it’s a very popular place to eat.

At this point, you may be asking yourself: What does Chinese cuisine have to do with planning a Service Catalog? The point is foundational…really. Read on.

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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



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



The Evergreen Blog - is BACK!

Posted by Stephanie Nicoll

It's been a busy summer here at Evergreen... cross country trips presenting both of our complimentary workshops: Service Catalog; and CMDB, Configuration and Asset Management... and of course our webinar series with live webinars twice a month

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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



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

Posted by Don Casson

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



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.

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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


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



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

Posted by Don Casson

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

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



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