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Thought Leadership for
IT Service Management Professionals

ServiceNow Knowledge18 - Meet Evergreen Systems in Booth 1314

Posted by Stephanie Nicoll

The Evergreen Instance Analyzer for ServiceNow: Demo it at #Know18

The ServiceNow platform is large and complex. It is easy to develop advanced functionality on it quickly. For many, it has grown quickly with a variety of parties developing on it.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, Employee Self-Service Portal, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design, Evergreen Instance Analyzer, EIA for SN, Knowledge18, know18, Knowledge 18, EIA



Managing ServiceNow Demand in Three Steps

Posted by Don Casson

Why you need a Phased Strategy and Roadmap, Service Portfolio Mentality, and Service Portfolio “Factory” Thinking.

Think about ServiceNow and how it has truly changed things: it provides agility, flexibility and wide-ranging capability, and makes it easier than ever before to create new and enhanced solutions very quickly. This is VERY different than ITSM solutions of the past. The "problem" for customers I’ve talked to is that keeping up with the demand for new services is a big challenge, and it keeps growing.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design, services factory, Don Casson



The ServiceNow Demand "Problem" (And 4 Factors Contributing to the Challenge)

Posted by Don Casson

Every ServiceNow customer faces this issue: you can build anything, and fast, but meeting demand remains a challenge.

“If you build it, they will come.” This line is used in business to illustrate how building something new – whether a product or service – can deliver value and growth to a company. It is an adaptation of the line used in the 1989 film, “Field of Dreams.” While this post is not about the movie or baseball, the notion of “build it” or “build for” helps to illustrate the ServiceNow demand problem, which is the topic of this article.

The ServiceNow platform is great, and it has been disrupting the way IT service is delivered for some time now. In the past, solutions like HP and BMC were client server, monolithic, slow and expensive to create and maintain. They were implemented and configured for a specific, narrow purpose. And they lacked the power and broad development platform essential for updates or enhancements. After a while, since it was expensive and hard, any development on these platforms slowed to a trickle, then stopped. Other than some major upgrade every 3-4 years, things didn’t change very much.

ServiceNow has changed everything, dramatically. If you can think of it, you can create it almost as fast as the idea enters your mind.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design



Staying Ahead of the Game: Continuous Improvement and Innovation in IT Services

Posted by Don Casson

The sixth “build for” category focuses on improving service delivery and aligning your IT services with customer needs

I shared my perspectives on what an IT Service is and how to describe success in a recent article, “Reach For The Stars: Fresh Perspectives on Good IT Service.” In the following weeks since posting that blog article, I provided insights on five “build for” categories: customer-centricity, consistency, ownership & manageability, governance & compliance, and efficiency. There is a sixth “build for” category, improvement and innovation, which I’ll talk about later in this blog post.

But first, a quick refresher.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design



Take the Guesswork Out of Service Ownership in Your IT Service

Posted by Don Casson

Ensuring clarity on Service Ownership and Manageability is a key to delivering good customer service

How’s that saying go? “Too many cooks in the kitchen …”

It means that too many people are overseeing a task or a project, and as a result, the product or deliverable suffers. As you build your IT Services, you want to avoid this type of confusion at all costs. It’s important to clearly identify who the Service Owner is at the beginning of your project. Else, you suffer the consequences of delivering bad services.

As you build for Service Ownership and Manageability, be sure to provide the customer with enough information to make a self-service determination. Include the following information:

  • Name and description
  • Fit for my use
  • Who can request it
  • Cost
  • Quality
  • Delivery time
  • How to request it
  • Service Owner

Notice that I bolded the word, Service Owner. Read on to learn why.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design



Think Service Governance and Compliance For High Quality IT Service Management

Posted by Don Casson

Effective service governance provides clarity and improves consistency throughout the service lifecycle

As I discussed in my previous blog posts, establishing a good IT Service requires that you build a customer-centric and efficient high quality enterprise portfolio of services which are consistent and easy to navigate. Now let’s talk about governance and compliance, which are keys to successful IT Service Management.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design



How Can We Build for IT Service Efficiency and Automation?

Posted by Don Casson

The combination of self service, choice simplification and automation provides a solid foundation for effective IT services

In a business meeting, when the word “efficiency” is tossed into the agenda, the word “automation” soon follows. This is because the two words go together, especially when it comes to IT Service Efficiency and Automation, which can improve the impact your service has on your customers. While there are many ways to achieve service efficiency – examples include streamlining processes, getting rid of repetitive steps and boosting productivity – automation is increasingly the go-to method in a world reliant on technology to run effective IT services. 

How do we, as IT service professionals, then, build for efficiency and automation?

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design



A Consistent ServiceNow Service Design Process Yields Consistent Customer Experiences

Posted by Don Casson

Design your service process with a customer perspective while keeping other constituents of a service in mind

What does your service look like to a customer? Remember, what may seem obvious to you, may not be so clear for your customer. What customers want in a service portal is straightforward: a great experience. But, designing your ServiceNow service portal to ensure good experiences for customers is where the challenge lies for most businesses.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design



Customer-Centricity: A Litmus Test for Your Service Portal and Catalog

Posted by Don Casson

Make it easy for your customers to find and use your IT services through a proper taxonomy

The ultimate litmus test of IT service management is the ability to align your actions with what your customers want and need, and your business with your IT organization. Implementation of ITIL in your IT service operation can help you achieve this. But, you must also rethink and revamp the way you’ve been doing IT service. Failure to do so will result in your customers feeling the pain of sub par experiences.

So, think “customer in rather than IT out.” This approach, when combined with the right service portal and catalog technology, will empower you to deliver end-to-end customer experiences for your customers. A beautiful, complete and customer-centric service portal and catalog is an excellent starting point to lead customers more effectively and is the natural place to showcase good IT services.

But, if customer-centricity is your aim, you must build for it with a proper taxonomy

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design



Reach For The Stars: Fresh Perspectives on Good IT Service

Posted by Don Casson

"What should we 'build for' to help reverse poor customer experiences?"

Fragmented. Unpredictable. Inaccurate. Inconsistent.

These are just four adjectives that customers use to describe poor services, which really gets very close to the heart of how they feel. Other words include manual, uninformed, complex and confusing, among other varieties of adjectives with negative connotations. 

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design



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