Service Portal and Catalog Best Practices Workshop (Online): “How to Deliver IT Services Like Amazon”
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IT is not good at building engaging customer experiences. Why? Because we are IT people! If we were good at it, we’d be in Marketing.
But executives want an “Amazon-like” IT experience, and we’re going to show you how it can be done.
- What do our customers want and need?
- How do we design & build quality IT Services our customers will love?
- What are the right Service Catalog / Portal best practices?
- What are the tools & processes that underpin successful Service Catalogs / Portals?
We will also cover the BIG changes in delivering IT services coming with ServiceNow’s Common Service Data Model (CSDM) - and how you can begin preparing for it now.
Over three 60 minute online sessions, our instructor-led virtual workshop will help you answer these questions and get you thinking about IT Services from the customer’s perspective – what we call "Customer-Centric ITSM."
Service Portal and Catalog Training Workshop Agenda:
- Service Portal and Catalog Customer-Centric Best Practices
- Self-Service Catalog and Portal Demo Part 1 (Built on ServiceNow)
- ServiceNow Common Services Data Model (CSDM) Overview
- Service Taxonomy - Design and Best Practices
- Service Design “Factory” Process - Best Practices
- Self-Service Catalog and Portal Demo Part 2 (Built on ServiceNow)
The Service Catalog Best Practices session educates you on customer-centric Service Catalog essentials, customer-centric ITSM best practices and a common Service language your team can use to improve communications.
We identify & review the core, essential processes underpinning an effective customer centric catalog such as Service portal design guidance, Service taxonomy, Service governance & ownership and the Service design process, along with an overview of the CSDM and changes it will bring to IT service delivery. This is followed by a brief demo showcasing a customer-centric, Self-Service Catalog & Portal solution, built on these key components.
We then dive deeper into the definition and use of a visual Service Taxonomy framework for organizing and managing hundreds or thousands of services effectively; followed by a deep dive into the Service Design Process, showing the power of a clear, consistent process in building efficient, high-quality Services. This is followed by a brief demo showcasing the customer-centric Self-Service Catalog & Portal solution from the Service provider’s perspective. Each hour wraps up with a live Q&A session.
Workshop Benefits Include:
Get a clear picture of a powerful, potential future state of IT Services in your business
Learn the 5 key design principles for creating an “Amazon like” Service Catalog your customers will love & use
Understand the key functional areas that underpin a successful, customer centric Service Catalog, and how you use them to your benefit
Gain a much better understanding of the next wave of Service-driven IT & how it applies your business
Learn about ServiceNow’s emerging Common Services Data Model (CSDM) and how you can best prepare for it.
Learn how a visual Service Taxonomy can dramatically simplify the organization & management of large numbers of Services
Gain an understanding of the power & use of a complete Service Design Process for easily building consistent, high quality Services
Learn the magic of “lights out” Services – the powerful combination of beautiful self-service AND automation to make happier customers AND actually eliminate IT work