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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



IT Service Catalog Software Store – An Example of Balanced Service 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.

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 process.

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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 Catalogs: Meeting the Manager's Needs in Service Catalog 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 manager need? 

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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 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. 

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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 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? 

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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 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? .  

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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 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...  

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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



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



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!  

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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



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.

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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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