Service Catalog vs Request Portal: Best Practice Differentiators - Part 4 of 4

Thought Leadership for
IT Service Management Professionals

Service Catalog vs Request Portal: Best Practice Differentiators - Part 4 of 4

Posted by Don Casson

Mon, Feb 22, 2016

Rich Attributes and Costing Drive Self-Service

Creating well-defined Service offerings with options and packages that customers want - presented in a simple, beautiful and complete user experience creates an end-user that is largely self-sufficient and more productive.


Such an approach benefits IT as much or more than the customer.  IT is able to package 3-5 attractive choices for the customer that can actually meet 70-80% of the demand.  Then since the demand is consistent and productized, the work can be significantly or even entirely automated based on customer self service selection.  Further – IT has two powerful levers - costing as well as lead-time, to proactively lead the customer to the organization’s preferred choice

 Want to learn more? Download the slides and webinar recording
Service Catalog vs. Request Portal: 6 Characteristics That Set Them Apart."
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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