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IT Service Management Professionals

Best Practices for an Effective IT Service Design Process (A Provider's Perspective)

Posted by Don Casson

Providing consistent end-to-end services enables beautiful customer experiences

I talk about Amazon a lot because they empower their customers with a consistent end to end customer experience every single time, thanks in large part to a simplified design approach. There are other real-world examples where simple design and consistency wins in business, too.

Remember Myspace? Everyone was on it. But then came Facebook and took over the social media world. Why? Unlike Myspace, Facebook opted for a clean, consistent-looking interface. The simplicity in their design was relatable to a much broader audience. On the other hand, Myspace became cluttered with pages and widgets that many felt were annoying. Myspace allowed users to design their own pages any way they wanted. There was no consistency and pages became complicated. There was no cohesive look and feel that lent itself to a predictable user experience.

Facebook’s simpler, streamlined interface provided less choices in terms of widgets and page designs, but it delivered consistent experiences for users. Ultimately, this helped end Myspace’s dominance in the early 2000’s. And now everyone and their grandmothers use Facebook :-)

With ServiceNow's Service Portal, you can create new requests and supporting workflows easily and quickly. It is a powerful capability. But that can also create a problem: you can quickly build hundreds of requests and services – all with a unique look and feel. In other words, you can wind up creating a cluttered mess if you’re not careful. Your customers won’t like that, and they won’t use it.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design



ITSM Platforms: Here's What You Need To Look For To Deliver Beautiful Customer Experiences

Posted by Don Casson

Providing an Amazon-like customer experience requires knowing the three constituents of a service

The following statement may be difficult to swallow for us folks in the IT service management community: "Traditional ITSM is just plain wrong. Why? Because it puts the customer last."

In the last decade, companies like Amazon (and Apple and Google) have transformed the whole customer experience. Seeing this evolution, four years ago I asked myself, “Why can’t our ITSM customers have the same thing: beautiful self-service experiences?” Following Amazon’s example, I discovered that they can. And, I challenged my thinking on ITSM, ultimately learning that an approach that is “customer in, rather than IT out” works best. This is Customer-Centric ITSM. 

Here's what happens when you put customers first. Instead of just handling incidents, you focus on preventing them from happening in the first place. You combine self service with automation to make customers happier AND reduce the work of IT. You see services as end-to-end team value chains, rather than disconnected silos. And, knowledge becomes a powerful, beautiful self-enablement experience in and of itself.

So, can anyone deliver beautiful, self-service experiences like Amazon? Yes. But you must build it.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, ITIL Consulting, IT Service Catalog, ITSM, IT Service Management, IT Service Catalog Workshops, ITSM Strategy, Employee Self-Service Portal, ITIL Strategy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Virtual Support, ServiceNow Remote Admin, Evergreen Evolve, ServiceNow Service Portal, ITSM Platforms



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



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 - Principle #3: Complete

Posted by Don Casson

Complete: Complete is having all the necessary parts, not lacking or limited in any way.  Not requiring more work, entirely done. 
 
Everything the customer needs to understand, choose and use the service is there, arranged to facilitate their process. 

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Topics: Service Catalog, ServiceNow, Service Catalog Design, IT Service Catalog, IT Service Management, Service Catalog Taxonomy, Service Taxonomy



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 vs. Request Portal: What Sets them Apart? (Part 4)

Posted by Don Casson

(This is the last in a series - click here for Part 1, Part 2 and Part 3).

Services defined in the Service Catalog are considered Configuration Items (CI). Subsequently, any changes that are made to a service CI require a change record and review via the organizations standard change processes.

Requests are not defined as Configuration Items and are not controlled by Change Management. Modifications to any request need not be reviewed as a part of the change process.

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Topics: Service Catalog, Service Management, IT Service Catalog, IT Service Management, IT Cost Transparency, Request Portal, ITSM Strategy, IT Strategy, IT Alignment



IT Service Catalog vs. Request Portal: What Sets them Apart? (Part 3)

Posted by Don Casson

(This is the third part in a series - click here for Part 1 and Part 2).

The ITIL framework clearly differentiates the stages in which the Service Portfolio, Service Catalog and Request Portal operate.

The Service Portfolio is aligned with Service Strategy. The Service Catalog aligns with the Service Design stage. And Request Fulfillment aligns with Service Ops.

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Topics: Service Catalog, Service Management, IT Service Catalog, IT Service Management, IT Cost Transparency, Request Portal, ITSM Strategy, IT Strategy, IT Alignment



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