IT Service Catalog Software Store – An Example of Balanced Service Design (Part 5 of 5)

Thought Leadership for
IT Service Management Professionals

IT Service Catalog Software Store – An Example of Balanced Service Design (Part 5 of 5)

Posted by Don Casson

Thu, Apr 14, 2016

Give the customer what they want to get what we need. That is Balanced Design. 

Does it work?   

This is part 3 in a series of 5 posts. Click here to read part 1. To access part 2, click here.
Part 3, here. And yes...part 4, click here.

In the case of the software store example, we have one customer who supports 150,000 employees, offering nearly 200 software titles – with a staff of 3.  And their customers love the self-service solution.

There are also some key strategic values in an enterprise IT software store that are worth mention.

  • If we can get our customers to want to use our “portal” for what they need & want, they will go less outside of IT – enabling us to better support and secure them.

  • This allows us to begin building a tighter, better relationship with our customers as we work more closely together, bringing them a high quality, customer centric experience.




  • By having good product data & cost at their fingertips, customers will make better purchase tradeoff decisions. This is well proven, even if the customer isn’t actually charged for purchase – it changes buying behavior.

  • Offering fewer choices, and giving the customer enough information so that they can correctly choose the best product for their needs from the offerings will naturally simplify the software portfolio over time – eventually making IT’s support mission easier.

  • We will also have a wealth of buyer preference information automatically based on their self-service actions. This will give us valuable insight, and much to work with as we improve and expand our services.

Want to learn more? Download the slides and webinar recording

"Service Catalog Balanced Design"
It covers this topic in greater depth.


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


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


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