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Thought Leadership for
IT Service Management Professionals

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



IT Service Catalog vs. Request Portal: What Sets Them Apart? (Part 2)

Posted by Don Casson

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

The Service Portfolio is the source of the components for the service defined in the Service Catalog. As example, I like to say that the Service Portfolio is like a box of Legos. It contains all the components IT has under management. These components can be put together (i.e., aggregated) to form a service.

Requests are typically simple, single actions in nature and are not generally combined together.

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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?

Posted by Don Casson

The Service Catalog is not a Request Portal. The terms are often used interchangeably due to lack of knowledge, which can cause confusion for IT and IT's customers.

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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



Service Portfolio and Automated Service Catalog Workshops Presented by Evergreen Systems

Posted by Stephanie Nicoll

Many organizations struggle to build viable IT Service Catalogs. Evergreen has created a one-day, interactive workshop to educate and provide insight, knowledge, skills and tools necessary to get you moving in the right direction. Even better - we took the feedback from the 25 Evergreen Service Catalog Workshops we ran in the past year and now offer our new and improved Service Portfolio and Automated Service Catalog Workshop - complimentary to qualified individuals.

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Topics: ServiceNow, Service Portfolio, Service Catalog Training, Service Management, Service Catalog Design, Service Catalog Tools, Service Catalog Consultant, Service Catalog Strategy, ITIL Consulting, Service Manager, ITSM, IT Service Management, TBM, Technology Business Management, Cost Transparency



Service Request Catalog: 5 Elements for a Good User Experience

Posted by Steph Velte

When IT creates a service request catalog or shopping cart for IT customers to order goods and services, it often comprises of all the components necessary to fulfill the needs of IT. For example, it may allow users to gain access to systems by prompting them with all the necessary data points IT needs to provision the account and roles for that system. The fault with the design of these service request catalog systems is that the focus is on the needs of IT more than the target customers. These solutions often fail to ask the question, “Does my service request catalog provide a good shopping experience for my customers?”

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Topics: Service Catalog, Service Management, Service Request Catalog, IT Self Service



Process Improvement Saves Lives

Posted by Steph Velte

In the aftermath of Hurricane Sandy, we see not only the devastation that took place, but also images of heroes. The U.S. Coast Guard rescuing the crew of a ship, medical staff evacuating newborns and taking them to an alternate hospital, firefighters trying to save flooded homes in a neighborhood in flames…

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Topics: ITIL, Service Management, IT Management, ITSM, ITIL Process, Process Improvement



IT Service Management - 5 Tips for Success

Posted by Marketing Resources

The development and deployment of a new IT Service Management (ITSM) solution is an exciting and important challenge. It is an opportunity for an IT organization to transform the quality and consistency of the service they provide the business while maintaining “what works” and retiring “what stinks.” The starting point to achieving measurable success begins in the early stages of requirements gathering and design definition. The following are 5 tips to follow to keep you on the right track:

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Topics: ITIL, Service Now, Service Management, Service Manager, HP Service Manager, ITSM, IT Service Management, System Requirements, Requirement Definitions



Business Service Management (BSM) – A Top Down Approach; Part 2

Posted by Steph Velte

The advantages of the top-down approach can be significant. As a consultant, one of the common themes that I hear from clients (both business and IT) is that IT is not aligned with the business; the IT department has no idea what we (the business) really do. Conversely, in many cases the business has no transparency into IT. In other words, IT cannot provide the business with the metrics that can assist with establishing the IT value proposition. Business Service Management (or Business Services Management), if executed correctly can build the bridge between IT and the business. This is achieved by providing transparency into the services that the business depends on and IT having a greater understanding of the business. More importantly BSM can provide a more stable, cost-effective and robust service. For example, a transaction that is generated by a web order experiences a service interruption due to the web server being unavailable. The interruption impact could manifest itself as latency or an actual outage. In either case, BSM can provide IT with understanding of the criticality of the issue resulting in a more targeted and timely response. In addition, both executives and IT staff can have visibility of cost of the incident.

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Topics: ITIL, Service Management, Business Service Management, Business Services Management, BSM



Business Service Management (BSM) – A Top-Down Approach; Part 1

Posted by Steph Velte

There are a number of ways to approach Business Service Management (or Business Services Managment). Two of the most common are the top-down and the bottom-up approaches. The top-down approach starts at the business process layer and works down the stack while the bottom-up approach starts at the technical CI layer and works up the stack. Each approach has its advantages and disadvantages. In this blog I will focus on the top-down approach, at a high level. As a note, I am not endorsing the top-down approach, but rather reviewing some of the main characteristics, advantages and disadvantages.

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Topics: ITIL, Service Management, Business Service Management, Business Services Management, BSM



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