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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



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



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



IT Service Catalog Software Store – An Example of Balanced Service Design (Part 3 of 5)

Posted by Don Casson

This is part 3 in a series of 5 posts. Click here to read part 1. To access part 2, 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 “Buy.”

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 Catalog Software Store – An Example of Balanced Service Design (Part 2 of 5)

Posted by Don Casson

This is part 2 in a series of 5. Click here to read part 1.

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 “Shop.”

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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

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? 

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



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