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Thought Leadership for
IT Service Management Professionals

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



IT Service Catalog - Service Portfolio: 8 Keys to Success (aka The Big Lever - Part 5)

Posted by Don Casson

Today is a good time to start catching up. Take action now. Here are eight success keys that can help serve as guiding lights for your journey, plus ONE big, overarching truth – ONLY design from the customer experience in.

I hope you have enjoyed this series of posts – good luck on your journey.

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Topics: Service Catalog, Service Portfolio, Data Center Automation, ITIL Consulting, IT Service Catalog, ITIL Process, IT as a Service, Big Lever - IT Transformation, IT Strategy, IT Transformation



The Big Lever - Part 2 (Enterprise IT Transformation in the Age of the Customer)

Posted by Don Casson

I want to dive a little deeper into the context of it all, as essentially everything is changing significantly, all at the same time. There are competitive and business transformational impacts that the CEO must pay attention to as time to market and cost of experimentation fall amazingly.

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Topics: Service Catalog, Service Portfolio, Data Center Automation, ITIL Consulting, IT Service Catalog, ITIL Process, IT as a Service



IT Cost Transparency - Who Cares About It? YOU Should!

Posted by Jason Whitesides

"Is everything that IT is doing free?" This may sound like a stupid question; however, unless we do a better job of communicating the costs, compliance issues and details of what we are doing, IT is often treated like an unlimited resource. In today's world of BYOD, shadow IT and a technology spend that is growing outside of IT to levels where it is either competing with or surpassing the spend on technology inside IT, it is apparent that something has gone wrong.

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Topics: Service Catalog, Service Portfolio, Service Catalog Consulting, TBM, Technology Business Management, Cost Transparency, IT Cost Transparency



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



IT Service Catalog: The Big Lever (Part one)

Posted by Don Casson

As I have met with clients over the past year, we have talked about all of the technology change IT is facing, but also how IT itself must fundamentally change. I thought it would be interesting to share thoughts on this via the blog – and break it up into a number of more bit-sized pieces. Here is Part 1 – the thirty-thousand-foot view.

(If you are interested in reading it all at once, you can follow this link now to the whole document, which I call "The Big Lever.")

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Topics: Service Catalog, Service Portfolio, Data Center Automation, ITIL Consulting, IT Service Catalog, ITIL Process, IT as a Service, Big Lever - IT Transformation



Service Catalog: Are you struggling to build one?

Posted by Stephanie Nicoll

Many organizations struggle to build viable IT Service Catalogs. Evergreen has created a one-day, live consulting simulation designed to address this – to educate and provide the skills and tools necessary to get you moving in the right direction.

Whether you are very advanced or just starting, this one-day complimentary* workshop gives you a unique opportunity to learn from consultants with real-life examples to draw upon.

The day is fast paced, full and fun. Using our actual consulting methodologies, you become the consultant as we lead you through the strategy and design of a Service Portfolio and Catalog for a hypothetical company.

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Topics: Service Catalog, Service Now, ServiceNow, Service Portfolio, Service Catalog Consulting, Service Catalog Training, Service Management, Service Catalog Management, Service Catalog Design, Service Catalog Tools, Service Portfolio Cost Reduction, Service Request Catalog, Service Catalog Consultant, Service Catalog Strategy



Service Catalog Workshop Series: ITIL-Based Simulation Training

Posted by Steph Velte

Responding to Customer Demand, Evergreen Delivers Complementary ITIL-Based Simulation Approach Training Nationwide

Evergreen Systems is pleased to announce our Service Catalog Workshop Series. Coming soon to city near you! Planned stops include New York City, Dallas, Houston, Atlanta and Los Angeles.

The intensive one-day seminar leads participants through an interactive case study, and attendees work in teams to design both strategy and practical solutions. A key component of the workshop is hands-on experience in developing objectives and creating strategies for delivering business-valuable services end-to-end. Equally beneficial is the ability for attendees to engage with peer professionals to share experiences, and to receive coaching directly from Evergreen’s experienced IT consultants whom lead the sessions.

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Topics: Service Catalog, ITIL, Service Now, ServiceNow, Service Portfolio, Service Catalog Consulting, Service Catalog Training



Service Portfolio: 5 EZ Steps to Understand Costs, Eliminate Duplicates

Posted by Steph Velte

Creating a Service Portfolio and ultimately publishing a Service Catalog provides the business customer with information they need on the cost and composition of a service. Frequently, we find that IT organizations have not adequately detailed the components of a service or the associated costs. This can lead to poor quality of the service due to inconsistent execution, the inability to modify the service easily given changes in the business and a lack of true understanding of the cost and value of the service in meeting the needs of the organization.

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Topics: Service Catalog, Service Portfolio, Service Portfolio Cost Reduction



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