UPCOMING LIVE WEBINAR:

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Evergreen Evolve

Managing Your ServiceNow Demand (aka Creating a ServiceNow "Services Factory"). Recorded live on December 8, 2016.

Customer Centric Service Management

Fresh Thinking on IT Service Management. Recorded live on May 3, 2017

Incident, Problem, Change, Knowledge…and Service Catalog? A Powerful Circle. Presented live on September 10, 2015.

Service Catalog, Service Portfolio and Service Taxonomy: The Big 3 of Customer-Centric IT. Presented live on May 15, 2015.

 

Service Portal & Catalog

Planning A Service Catalog Project? Get Your Team Ready For Success! Recorded live on March 9, 2017.

How to Deliver an "Amazon-like" IT Customer Experience with ServiceNow Service Portal. Recorded live on November 17, 2016.

ServiceNow Service Portal - Does it Equal a Great Service Catalog?  Recorded live on September 22, 2016.

ServiceNow Service Portal - How Do You Organize and Manage IT Services in the New Service Portal?  Recorded live on July 26, 2016.

IT Service Catalog Project? How Do You Get Ready? Presented live on April 7, 2016.

Is Your Service Catalog a Turkey? Presented live on November 24, 2015.

IT Service Catalog - 5 Project Traps and Failures... and How to Avoid Them! Presented live on January 21, 2016.

IT Service Catalogs – Apply Amazon's Secrets for Your Success. Presented live on February 11, 2016.

Higher Education IT Service Catalog Success with the EDUCAUSE ECAR Model. Presented live on March 31, 2016

5 Steps to Prepare Your Organization for a Successful Service Catalog Project. Presented live on August 20, 2015.

How Service, Request, Business and IT Service Catalogs Fit Together. Presented live on July 30, 2015.

"Amazon-Like" IT Service Management. Presented live on July 9, 2015.

Separate IT & Business Service Catalogs? Is that the best idea? - Presented live on Wednesday, April 1, 2015.

How to Build a Successful Service Catalog - 5 Tips! Presented live on Tuesday, Dec. 16, 2014.

Leveraging Service Catalog to Transform Services Delivery at Argonne National Lab. Presented live on Thursday, Dec. 4th, 2014.

Service Catalog Balanced Design Yields Happy Customers and Automation of IT’s Work and the Enterprise App Store. Presented live on Wednesday, Nov. 5, 2014.

Beautiful Service Catalogs Customers Love: Five Core Design Principles to Ensure Success. Presented live on Wednesday, Oct. 8, 2014.

A Cool Use of a Service Catalog: Enterprise App Store Case Study. Presented live on Wednesday, Sep. 10, 2014.

Service Catalog vs Request Portal: 6 Characteristics that Set Them Apart. Presented live on Tuesday, Sep. 30, 2014.

 

Service Ownership

Webinar: Managing an IT Service - A Day in the Life of an IT Service Owner. Presented live on March 16, 2016.

IT's Future: A Day in the Life of a Service Owner. Presented live on June 24, 2015.

 

Service Taxonomy

Best Practices for Organizing Services in Your IT Service Catalog.  Recorded live on April 4, 2017.

How to Organize and Manage IT Services: 4 Challenges and How to Overcome Them.  Recorded live on April 21, 2016.

What is a Service Taxomony (and Why Do I Need One)? Presented live on September 24, 2015

Service Taxonomy Essentials: Who are the Customers? What are the Services? – Presented live on Wednesday, March 18, 2015

How to Build a Service Catalog Taxonomy. Presented live on Thursday, Jan. 15, 2015.


Service Design Process

5 Keys for Good IT Service Design. Recorded live on May 23, 2017.

5 Keys to Good Service Design in IT Service Catalogs. Presented live on Oct. 30, 2015.

3 Surprising Keys to Great IT Services. Presented live on Friday, May 1, 2015.

Service Catalogs: 5 Keys to Good Service Design. Presented live on Friday, April 17, 2015.


Service Portfolio

Service Catalog vs. Service Portfolio – Presented live on Friday, Feb 27, 2015.

 

Self Service + IT Automation

IT Service Management Nirvana. Recorded live on February 23, 2017.

Architecting ITSM for IT Self-Service Success. Presented live on October 21, 2015.

Service Catalog - 5 Keys to Great Employee Self Service. Presented live on Wednesday, Feb. 11, 2015.

Service Catalog Balanced Design Yields Happy Customers and Automation of IT’s Work and the Enterprise App Store. Presented live on Wednesday, Nov. 5, 2014.

A Cool Use of a Service Catalog: Enterprise App Store Case Study. Presented live on Wednesday, Sep. 10, 2014.

 

Configuration, CMDB & Asset Management

IT Asset and Configuration Management - 5 Best Practices.  Recording coming soon! Recorded live on November 2, 2017.

Asset & Configuration Management Best Practices: 5 Simple Keys That Underpin Success. Recorded live on February 9, 2017.

CMDB's Role in the Design and Delivery of IT Services. Presented live on October 6, 2015.

New Life for the CMDB: A Critical Role in IT Service Delivery. Presented live on June 2, 2015.

Service Catalog Balanced Design Yields Happy Customers and Automation of IT’s Work and the Enterprise App Store. Presented live on Wednesday, Nov. 5, 2014.