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IT Service Management Professionals

Customer-Centricity: A Litmus Test for Your Service Portal and Catalog

Posted by Don Casson

Make it easy for your customers to find and use your IT services through a proper taxonomy

The ultimate litmus test of IT service management is the ability to align your actions with what your customers want and need, and your business with your IT organization. Implementation of ITIL in your IT service operation can help you achieve this. But, you must also rethink and revamp the way you’ve been doing IT service. Failure to do so will result in your customers feeling the pain of sub par experiences.

So, think “customer in rather than IT out.” This approach, when combined with the right service portal and catalog technology, will empower you to deliver end-to-end customer experiences for your customers. A beautiful, complete and customer-centric service portal and catalog is an excellent starting point to lead customers more effectively and is the natural place to showcase good IT services.

But, if customer-centricity is your aim, you must build for it with a proper taxonomy

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design



Reach For The Stars: Fresh Perspectives on Good IT Service

Posted by Don Casson

"What should we 'build for' to help reverse poor customer experiences?"

Fragmented. Unpredictable. Inaccurate. Inconsistent.

These are just four adjectives that customers use to describe poor services, which really gets very close to the heart of how they feel. Other words include manual, uninformed, complex and confusing, among other varieties of adjectives with negative connotations. 

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design



3 Keys to an Effective Service Design Process from a Manager’s Perspective

Posted by Don Casson

Service Governance, Quality of Service and Service Ownership (plus a good dashboard) empowers IT to provide exceptional service

It is possible to build an Amazon-like experience of IT using service design best practices. In one of my recent blog posts, I highlighted what you should look for in an ITSM platform to deliver beautiful customer experiences, highlighting that knowing the three constituents of a service – the Customers, the Providers and the Managers – was a key to a successful platform selection. In another recent post, I discussed what one of these constituents, Providers, must have in place to deliver Amazon like experiences – mainly, a good service taxonomy and self service + automation. In this post, I cover the needs of the last (but not least) constituent of a service – Managers.

When it comes to effective service process design, you must consider the needs of the Manager, too. Key considerations for the managers seeking to deliver an Amazon like experience include Service Governance, Quality of Service and Service Ownership. 

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design



Best Practices for Creating an Organized Service Catalog Taxonomy

Posted by Don Casson

What Is a Taxonomy?

Quite simply, a taxonomy is the science of naming and classifying things. Taxonomies organize things into groups, often going from the very general to the quite specific. Each section of the taxonomy is part of the whole and taxonomies, by their very nature, include the principles and rules that underlay the classification of whatever objects the taxonomy is being used to classify.

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Topics: IT Service Catalog, Service Catalog Taxonomy, Service Taxonomy



Best Practices for an Effective IT Service Design Process (A Provider's Perspective)

Posted by Don Casson

Providing consistent end-to-end services enables beautiful customer experiences

I talk about Amazon a lot because they empower their customers with a consistent end to end customer experience every single time, thanks in large part to a simplified design approach. There are other real-world examples where simple design and consistency wins in business, too.

Remember Myspace? Everyone was on it. But then came Facebook and took over the social media world. Why? Unlike Myspace, Facebook opted for a clean, consistent-looking interface. The simplicity in their design was relatable to a much broader audience. On the other hand, Myspace became cluttered with pages and widgets that many felt were annoying. Myspace allowed users to design their own pages any way they wanted. There was no consistency and pages became complicated. There was no cohesive look and feel that lent itself to a predictable user experience.

Facebook’s simpler, streamlined interface provided less choices in terms of widgets and page designs, but it delivered consistent experiences for users. Ultimately, this helped end Myspace’s dominance in the early 2000’s. And now everyone and their grandmothers use Facebook :-)

With ServiceNow's Service Portal, you can create new requests and supporting workflows easily and quickly. It is a powerful capability. But that can also create a problem: you can quickly build hundreds of requests and services – all with a unique look and feel. In other words, you can wind up creating a cluttered mess if you’re not careful. Your customers won’t like that, and they won’t use it.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design



IT Service Catalog Design - Principle #3: Complete

Posted by Don Casson

Complete: Complete is having all the necessary parts, not lacking or limited in any way.  Not requiring more work, entirely done. 
 
Everything the customer needs to understand, choose and use the service is there, arranged to facilitate their process. 

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Topics: Service Catalog, ServiceNow, Service Catalog Design, IT Service Catalog, IT Service Management, Service Catalog Taxonomy, Service Taxonomy



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