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IT Service Management Professionals

IT Service Catalogs: Balanced Design Principles

Posted by Don Casson

Is building customer centric IT Services for your Service Catalog good enough?

What is the ITIL definition of an IT Service?  “An outcome that meets a customer’s needs well enough to justify the purchase price.” That’s it. Simple huh? So building Services our customers would want seems like the key to success. 

But there is more than just the customer...  

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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: A Secret Weapon that IT Uses...On Itself!

Posted by Don Casson

Service Catalogs are a Powerful Transformation Lever

With culture, processes, skills, technology and leadership still deeply rooted in a 30-year-old client/server paradigm, IT faces a titanic struggle to transform itself to meet the needs of the modern customer, not to mention facing the modern competitor!  

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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



Service Catalog vs Request Portal: Best Practice Differentiators - Part 4 of 4

Posted by Don Casson

Rich Attributes and Costing Drive Self-Service

Creating well-defined Service offerings with options and packages that customers want - presented in a simple, beautiful and complete user experience creates an end-user that is largely self-sufficient and more productive.

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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



Service Catalog vs Request Portal: Best Practice Differentiators - Part 3 of 4

Posted by Don Casson

Service Catalogs Link IT Strategy WIth Customers

Powerful, direct alignment with the strategy of the enterprise can happen when IT uses the Service Portfolio to proactively define Services, and then publishes those Services in the Service Catalog, to empower their customers.

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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



Service Catalog vs Request Portal: Best Practice Differentiators - Part 2 of 4

Posted by Don Casson

Service Catalogs Begin with the Customer

Services in the Service Catalog should be built after determining what the customer needs to be successful. Historically, IT’s focus has been inward because of technology complexity and siloed organizational structures - not what was best for the business customer.

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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



Service Catalogs and Request Portals Are Not the Same - Best Practice Differentiators: Part 1 of 4

Posted by Don Casson

Services offered in the Service Catalog are considered Configuration Items while Requests are not.

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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 Services Versus Requests: Services are Configuration Items; Requests Generally Are Not

Posted by Don Casson

Services offered in the Service Catalog are considered Configuration Items while Requests are not.

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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 Services Versus Requests: Services Have Financial Leverage; Requests Generally Do Not.

Posted by Don Casson

IT Services have proactive, financial leverage power. 

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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



ITIL Sees Services and Requests Differently

Posted by Don Casson

The ITIL framework clearly differentiates the stages in which the Service Portfolio, Service Catalog and Request Portal operate. Service Portfolio is aligned with Service Strategy. The Service Catalog aligns with Service Design. And Request Fulfillment aligns with Services Operations.

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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: What Makes Services Different than Requests?

Posted by Don Casson

As we look at the differences between Services and Requests in the Service Catalog, one that stands out is this:

Services are aggregated, Requests are single threaded. 

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Topics: Service Catalog, ServiceNow, Service Request Catalog, IT Consulting, IT Service Catalog, ITSM, IT, Request Portal, ITSM Strategy, Service Catalog Webinar



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