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Thought Leadership for
IT Service Management Professionals

Who Should Be Included in Service Catalog Planning? The Answer is Everyone!

Posted by Don Casson

Step two for effective Service Catalog Planning includes properly defining roles, responsibilities and governance

The purpose of defining roles and responsibilities in your Service Catalog Project is to establish clear expectations, and align them with customers’ needs. This is a key step in empowering individual members of your team to be successful. When everyone succeeds, the work of the team becomes aligned and is optimized, and you create happy customers.

So, how are decisions made in your organization? Who are the decision-makers? And, who is impacted most by your decisions? The answers to these questions will vary depending on the roles and on the governance structure established within your organization.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, ITIL Consulting, IT Service Catalog, IT Service Catalog Workshops, ITSM Strategy, Employee Self-Service Portal, ITIL Strategy, Customer-Centric IT, ServiceNow Partner, Customer-Centric ITSM, Service Portal, Service Catalog Planning, IT Roles



Is Doing a Service Catalog Worth the Effort? YES!

Posted by Don Casson

The first step to building a customer-centric Service Catalog and maximizing IT value

Historically, IT has had one job: to manage the information technology systems of an organization. Most times, the IT organization of the past set about doing their activities with minimal understanding or direction as to how their efforts supported business goals. But, once the Service Catalog enters the picture, the value of IT can grow exponentially. In fact, the Service Catalog is a key driver behind the transformative change of the forward-thinking IT organizations over the past decade – from delivering discrete technical outcomes to providing end-to-end, complete and beautiful customer services. The services these IT leaders deliver are foundational to the success of the business.

What this means is that your Service Catalog is very important. It is a fundamental element to a value-driven IT enterprise, and the success of your business. And it’s challenging to get it right, but as I discussed in my last post, you must consider the framework for key IT projects as you plan your Service Catalog to lay the groundwork for an effective implementation. This sets you on the path to success.

Now, you’re ready to take the next steps to get your team ready – there are five steps to be more precise.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, ITIL Consulting, IT Service Catalog, IT Service Catalog Workshops, ITSM Strategy, Employee Self-Service Portal, ITIL Strategy, Customer-Centric IT, ServiceNow Partner, Customer-Centric ITSM, Service Portal, Service Catalog Planning



Planning a Service Catalog Project?  Ask These Questions to Succeed

Posted by Don Casson

Framing your IT project with people, process, and technology (culture as well) in mind can help you avoid disaster

It occurred to me not too long ago that one of the most important lessons I learned took place in high school English class. The teacher highlighted the five Ws and one H questions: who, what, where, when, why, and of course, how. These questions are recognized as fundamental for information gathering and problem solving, especially in careers where research is essential, like journalism or police investigations.

Likewise, when planning your Service Catalog project, the right questions when considered against the framework used for key IT projects – people, process, technology…and culture – are critical to the success of your initiative.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, ITIL Consulting, IT Service Catalog, IT Service Catalog Workshops, ITSM Strategy, Employee Self-Service Portal, ITIL Strategy, Customer-Centric IT, ServiceNow Partner, Customer-Centric ITSM, Service Portal, Service Catalog Planning



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



Podcast: ServiceNow Store and the Employee Self-Service Catalog and Portal App from Evergreen

Posted by Don Casson

Don Casson, CEO and Jeff Benedict, ITSM Practice Manager at Evergreen join Kent Wong of ServiceNow for an interview in the ServiceNow TechBytes podcast. Topics covered include the ServiceNow store and the Evergreen Employee Self-Service Catalog and Portal available in the store as a ServiceNow Certified App.

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Topics: Service Catalog, Service Now, ServiceNow, IT Service Catalog, IT Service Management, IT Self Service, Employee Self-Service Portal, ServiceNow Apps, ServiceNow Certified App



Evergreen Announces First Complete, Out of the Box, ServiceNow Customer-Centric ITSM Solution

Posted by Don Casson

WASHINGTON DC – January 12, 2016 – Evergreen Systems, the industry leading provider of “customer-centric” ITSM solutions on the ServiceNow platform, and a ServiceNow Preferred Implementation Partner announces today Evergreen Ready, the industry’s first complete, out of the box, customer-centric ServiceNow ITSM solution. 

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Topics: Service Catalog, Service Now, ServiceNow, Service Manager, ITSM, Employee Self-Service Portal, Prebuilt ITSM, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner



IT Service Catalog Initiative? How to Overcome 3 Common Barriers

Posted by Don Casson

I have updated this worthwhile brief originally written by one of our ITIL principal consultants, Phil Hellerman. It explores three key barriers to success with a Service Catalog and how to overcome them. This is the first of a three-part series. Enjoy! - Don Casson

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Topics: Service Catalog, Service Now, ServiceNow, Service Request Catalog, Service Catalog Strategy, ITIL Consulting, ITSM, IT Service Management, IT Strategy, IT Budgets, Employee Self-Service Portal



IT Service Catalog - Yours Needs to be Better

Posted by Jason Whitesides

Think for a moment about the worst customer experience you ever had. My bet is that if you had a bad customer experience that was the last time you gave whomever under-delivered your business.

IT organizations for too long have been able to ignore the customer experience. We have seen campaigns from ServiceNow highlighting the "Division of Motor Vehicles (DMV)" like aspect of working with IT. No one wants to go to the DMV, well at least not those who have actually been there.

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Topics: Service Catalog, Service Now, ServiceNow, Service Portfolio, IT Service Catalog



Onboarding: Everybody has done it, and most people didn't like it...

Posted by Jeff Benedict

ServiceNow makes onboarding fun (or at least efficient!) Video demo below proves it. 

Some things are constant like the law of gravity: like the fact that your employee count will never remain static. One of the things we see with many of our customers is that IT struggles to flex with the business in two sister processes of Employee onboarding and off-boarding. Why if this is a something that every enterprise has to solve, has it not been solved once and for all?

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Topics: Service Catalog, Service Now, ServiceNow, Automation, On-Boarding, Onboarding, SSO, Single Sign On, OKTA



ServiceNow Tips: XML Document Migration for Service Catalog Items, Knowledge Management Articles

Posted by Jeff Duryea

I see a lot of documentation that is formatted in XML now. There is often a requirement to migrate documents into one area or another in ServiceNow. Knowledge documents and catalog items are some of the most common areas that require migration and transformation of XML documents from external systems and outside sources.

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Topics: Service Catalog, Service Now, ServiceNow, Knowledge Management



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