IT Service Catalogs: Meeting the Customers' Needs in Services Design

Thought Leadership for
IT Service Management Professionals

IT Service Catalogs: Meeting the Customers' Needs in Services Design

Posted by Don Casson

Thu, Mar 10, 2016

Creating effective IT Services always involves three constituencies  - the customer, the provider and the manager. All must be involved and have their needs met to create any truly viable service.

So what does the customer need? .  


The customer wants a great customer experience.  In order to deliver this, it is absolutely critical to ALWAYS Design from the Customer In Rather Than IT Out. 

This is the highest value principle of service design because it is the Achilles Heel of every Service.  If the customer won’t use it we’re done. 

  Want to learn more? Download the slides and webinar recording
"Service Catalog Balanced Design"
It covers this topic in greater depth.

There are 5 design principles you can follow to ensure you build IT Services that will deliver a great customer experience. 

Here they are - Simple, Beautiful, Complete, Predictive and Leading – end to end, wherever the customer might go.  

But they are not harmonious.  In fact they force conflict.  For example - can’t you imagine that simple and complete are always battling? They are.   It is only through the balancing of these conflicting principles that great Services can be created.  It’s not easy, but it’s worth it. 

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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