Blog

Thought Leadership for
IT Service Management Professionals

IT Service Catalogs: The Essential IT Services Design Relationship

Posted by Don Casson

Customer and Provider: The Essential IT Services Design Relationship

Not only creating, but improving Services over time depends on the on-going relationship, or “ballet” between the customer and the provider. 

Read More

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 Catalogs: Services Design - Meeting the Provider's Needs

Posted by Don Casson

Creating effective IT Services always involves three constituencies  - the customer, the provider and the manager. 

All must be involved and have their needs met to create any truly viable service.

So what does the provider need? 

Read More

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 Catalogs: Meeting the Customers' Needs in Services Design

Posted by Don Casson

Creating effective IT Services always involves three constituencies  - the customer, the provider and the manager. All must be involved and have their needs met to create any truly viable service.

So what does the customer need? .  

Read More

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 Catalogs: Balanced Design Principles

Posted by Don Casson

Is building customer centric IT Services for your Service Catalog good enough?

What is the ITIL definition of an IT Service?  “An outcome that meets a customer’s needs well enough to justify the purchase price.” That’s it. Simple huh? So building Services our customers would want seems like the key to success. 

But there is more than just the customer...  

Read More

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 Catalogs: A Secret Weapon that IT Uses...On Itself!

Posted by Don Casson

Service Catalogs are a Powerful Transformation Lever

With culture, processes, skills, technology and leadership still deeply rooted in a 30-year-old client/server paradigm, IT faces a titanic struggle to transform itself to meet the needs of the modern customer, not to mention facing the modern competitor!  

Read More

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



Service Catalog vs Request Portal: Best Practice Differentiators - Part 4 of 4

Posted by Don Casson

Rich Attributes and Costing Drive Self-Service

Creating well-defined Service offerings with options and packages that customers want - presented in a simple, beautiful and complete user experience creates an end-user that is largely self-sufficient and more productive.

Read More

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



Service Catalog vs Request Portal: Best Practice Differentiators - Part 3 of 4

Posted by Don Casson

Service Catalogs Link IT Strategy WIth Customers

Powerful, direct alignment with the strategy of the enterprise can happen when IT uses the Service Portfolio to proactively define Services, and then publishes those Services in the Service Catalog, to empower their customers.

Read More

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



Service Catalog vs Request Portal: Best Practice Differentiators - Part 2 of 4

Posted by Don Casson

Service Catalogs Begin with the Customer

Services in the Service Catalog should be built after determining what the customer needs to be successful. Historically, IT’s focus has been inward because of technology complexity and siloed organizational structures - not what was best for the business customer.

Read More

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



Service Catalogs and Request Portals Are Not the Same - Best Practice Differentiators: Part 1 of 4

Posted by Don Casson

Services offered in the Service Catalog are considered Configuration Items while Requests are not.

Read More

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 Services Versus Requests: Services are Configuration Items; Requests Generally Are Not

Posted by Don Casson

Services offered in the Service Catalog are considered Configuration Items while Requests are not.

Read More

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



Subscribe

Recent Posts

Posts by Topic

see all