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Thought Leadership for
IT Service Management Professionals

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



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: 4 Steps to an Effective Service Catalog (Part 3)

Posted by Scott Davis

The basics for developing and maintaining an effective service catalog are simple. And a simple approach can help you overcome many of the challenges required to manage the complexity and deliver effectively.

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Topics: Service Catalog, Service Management, Service Catalog Management, Procurement Catalog Management, IT Service Catalog



IT Service Catalog: 4 Steps to an Effective Service Catalog (Part 2)

Posted by Scott Davis

The basics for developing and maintaining an effective service catalog are simple. While simple in concept, this approach will require an initial and ongoing level of diligence to ensure effective performance. Today I will discuss the second of four steps to an effective service catalog.

Step #2: Keep your Catalog Clean and Accurate

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Topics: Service Catalog, Service Catalog Management, Change Management, IT Service Catalog



IT Service Catalog: 4 Steps to an Effective Service Catalog (Part 1)

Posted by Scott Davis

Are you experiencing problems with your service catalog? Does your service catalog fall short of your customers’ expectations? Or are you planning a re-deployment or ground-up service catalog capability and are unsure exactly where to start?

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Topics: Service Catalog, Service Catalog Management, IT Service Catalog



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