Service Portal and Catalog Best Practices Workshop (Online): “How to Deliver IT Services Like Amazon”


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. Virtual workshop icon

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:

Session 1 

  • Service Portal and Catalog Customer-Centric Best Practices
  • Self-Service Catalog and Portal Demo Part 1 (Built on ServiceNow)
  • Q&A

Session 2

  • ServiceNow Common Services Data Model (CSDM) Overview
  • Service Taxonomy - Design and Best Practices
  • Q&A

Session 3

  • Service Design “Factory” Process - Best Practices
  • Self-Service Catalog and Portal Demo Part 2 (Built on ServiceNow)
  • Q&A

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