Few Organizations have practical experience planning for a successful Service Catalog project.
Topics: Service Catalog, Service Now, ServiceNow, IT Service Catalog, ITSM, IT Service Management, IT Self Service, IT, IT Strategy, IT Webinar
Posted by Don Casson
Tue, Mar 10, 2015
(This is the last in a series - click here for Part 1, Part 2 and Part 3).
Services defined in the Service Catalog are considered Configuration Items (CI). Subsequently, any changes that are made to a service CI require a change record and review via the organizations standard change processes.
Requests are not defined as Configuration Items and are not controlled by Change Management. Modifications to any request need not be reviewed as a part of the change process.
Topics: Service Catalog, Service Management, IT Service Catalog, IT Service Management, IT Cost Transparency, Request Portal, ITSM Strategy, IT Strategy, IT Alignment
Posted by Don Casson
Fri, Mar 06, 2015
(This is the third part in a series - click here for Part 1 and Part 2).
The ITIL framework clearly differentiates the stages in which the Service Portfolio, Service Catalog and Request Portal operate.
The Service Portfolio is aligned with Service Strategy. The Service Catalog aligns with the Service Design stage. And Request Fulfillment aligns with Service Ops.
Topics: Service Catalog, Service Management, IT Service Catalog, IT Service Management, IT Cost Transparency, Request Portal, ITSM Strategy, IT Strategy, IT Alignment
Posted by Don Casson
Thu, Feb 26, 2015
(This is the second part in a series - click here for Part 1).
The Service Portfolio is the source of the components for the service defined in the Service Catalog. As example, I like to say that the Service Portfolio is like a box of Legos. It contains all the components IT has under management. These components can be put together (i.e., aggregated) to form a service.
Requests are typically simple, single actions in nature and are not generally combined together.
Topics: Service Catalog, Service Management, IT Service Catalog, IT Service Management, IT Cost Transparency, Request Portal, ITSM Strategy, IT Strategy, IT Alignment
The Service Catalog is not a Request Portal. The terms are often used interchangeably due to lack of knowledge, which can cause confusion for IT and IT's customers.
Topics: Service Catalog, Service Management, IT Service Catalog, IT Service Management, IT Cost Transparency, Request Portal, ITSM Strategy, IT Strategy, IT Alignment
Posted by Don Casson
Thu, Jan 22, 2015
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
Topics: Service Catalog, Service Now, ServiceNow, Service Request Catalog, Service Catalog Strategy, ITIL Consulting, ITSM, IT Service Management, IT Strategy, IT Budgets, Employee Self-Service Portal
There is a huge movement underway in IT right now to be more customer centric, and to deliver good services that IT’s customers really want and need. The Service Catalog is where this begins.
Topics: Service Catalog, ServiceNow, Service Catalog Design, Service Catalog Strategy, IT Service Catalog, ITSM, IT Strategy, Employee Self-Service Portal
Posted by Don Casson
Fri, Sep 26, 2014
Today is a good time to start catching up. Take action now. Here are eight success keys that can help serve as guiding lights for your journey, plus ONE big, overarching truth – ONLY design from the customer experience in.
I hope you have enjoyed this series of posts – good luck on your journey.
Topics: Service Catalog, Service Portfolio, Data Center Automation, ITIL Consulting, IT Service Catalog, ITIL Process, IT as a Service, Big Lever - IT Transformation, IT Strategy, IT Transformation
Posted by Phil Hellerman
Mon, Aug 25, 2014
Many IT organizations believe their Request Portal is a Service Catalog. While similar, the Service Catalog and Request Portal have completely different functions. The Service Catalog is a strategic vehicle designed as an aggregation of IT components and innovative capabilities giving the business customer the power to solve problems. The Request Portal is a singular, simplified, tactical and transactional tool supporting immediate business needs.
Topics: Service Catalog, IT Service Catalog, IT Service Management, Request Portal, ITSM Strategy, IT Strategy
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