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
Overcoming 3 Barriers to an IT Service Catalog – Barrier 1
Many organizations want to pursue a Service Catalog initiative but are reluctant because of lack of funding, organizational change resistance and lack of knowledge about how to proceed. These barriers can be overcome and provide a pathway for your organization to succeed in its Service Catalog initiative.
Lack of Funding for your Service Catalog
Organizations can build a strong business case for a Service Catalog initiative by focusing on those tasks and activities that will reduce costs and improve productivity for the enterprise.
One activity that leads to savings occurs when end users utilize “self-help.” Forrester calls self-help a “left-shift of the service support function… that can be implemented via a service catalog.” Evidence is clear that self-help reduces the number of “tickets” processed by the Service Desk. Forrester points to a Help Desk Institute (HDI) study that “showed that 12% of support centers have received a nearly 32% decrease in ticket volume due to the introduction of self-help.”
Another area for Return on Investment (ROI) is avoiding monetary penalties assessed by software vendors. A recent poll of IT organizations by Evergreen found that 65% of the respondents reported being subjected to vendor software audits. Remarkably, 37% were assessed penalties ranging up to $1.5M. When IT organizations create and maintain a Service Catalog, they have the ability to control software licensing and ultimately reduce monetary penalties by listing and tracking authorized software installs.
Check my next post to learn more about Barrier #2 – organizational change resistance.
Want to know more? Evergreen has created an employee self-service portal (powered by ServiceNow), which delivers a beautiful, very advanced user experience today. You can learn more about our employee self-service portal and try it out for free here.
About the Author
Don Casson is CEO and co-founder of Evergreen Systems, an IT consulting firm leading Fortune 500 companies to dramatically transform their IT operations. Feel free to contact Don at firstname.lastname@example.org.