A broad and deep actionable foundation in a few weeks
Only a beautiful, modern service experience will engage and delight your customers. Evergreen's Service Portal and Catalog Plan/Analyze Assessment and Roadmap engagement delivers not just a strategy and roadmap tailored for your organization, but a broad array of valuable tools and processes to underpin your Service Portal & Catalog initiative, including:
- A three-phase, strategic roadmap
- An updated ITSM Service-centric dictionary
- Defined Service Catalog roles and responsibilities / RACI
- ITIL best practices guidance in related areas of Incident, Problem & Change Management
- Guidance on using CIs & the CMDB to manage Services,
offeringsand SLAs / OLAs
- A working v1 Service Taxonomy framework (mind map) organizing IT's enterprise services, with supporting Use Guide
- A Service Design Process, configured for your use
- A high-level, pilot Service Catalog "future state" portal with sample, developed Services
- An executive briefing on findings,
deliverablesand recommendations, including Phase 1 recommended activities and rough order costing
A "Services-centric" dictionary
Customer-centric ITSM stretches the limits of ITIL definitions and even calls for new definitions not covered by ITIL, such as "Service Taxonomy." What is a Service versus what is a Request? How do they work together? How do Service Catalog and Service Portfolio fit together? These questions and more must be answered for clear team communication.
As part of this engagement, Evergreen provides our ITSM Service-centric Dictionary (at no additional cost) and we refine it for your specific needs.
Roles and responsibilities
What is the role of a Service Manager? Or a Service Owner? How do they interact with each other, as well as customers, customer
As part of this engagement, Evergreen brings our best practices definitions for these roles, and our Services-oriented RACI matrix, which help answer these questions and more as we work with you to create your initial, high-level Services RACI structure.
ITIL best practices grounding
Customer-centric IT Service Management doesn’t stand alone.
It is part of
Configuration Management is a key area of focus because it is foundational to delivering consistent, high-quality Services over time. As part of this engagement we will understand your current state, review best practices with you and show you how to use CIs to identify Services, Service
A Service Taxonomy is key to success with Service Catalog
Delivering and managing services requires a good taxonomy framework. Without this, services can quickly sprawl out of control and become duplicative – confusing you and your customer.
Creating and managing a taxonomy is a group effort – so a powerful visual tool for working together is a must.
Evergreen has developed a complete, extensive Service Taxonomy Framework in a powerful and easy-to-use mind mapping application – XMind.
As part of this engagement, Evergreen provides our Services Taxonomy Framework to you at no additional cost (a $7,500 value) along with our use and best practices guide, as we work with you to develop your v1 taxonomy.
A good Service Design Process ensures complete, consistent services
A good, reusable Service Design Process is foundational for building complete consistent Services. It considers the policy, process, technology and management factors that go into making effective, durable services.
As part of this engagement, Evergreen brings our Service Design Process template set (at no additional cost) and works with you and your team to develop high-level, example services.
|Evergreen||Service Design Package|
|Service Name||Virtual Meeting Collaboration - Internal Only|
|Description||Provide a virtual meeting environment, which provides both audio and visual interaction between company team members globally|
|Customer(s)||All Employees or Contractors with an active domain account|
|Service Owner||Steve Thomas|
|Service Manager||June Smith|
|Functional Requirements||Microsoft Lync will provide the following functionality: Instant Messaging, IP Audio, Communications, Desktop Sharing and Multiparty Audio/Video/Content Sharing|
|Cost||$10 per enrolled user/Month Internal Chargeback Cost|
|Service Level Objectives/Agreements||99.5% availability, except during stated monthly maintenance window|
|Operational Level Objectives/Agreements||Support Teams will engage in P1 Service Outage troubleshooting within 15 minutes|
|Maintenance Windows||3rd Saturday of each month, from 9:00 PM to 11:59 PM EST|
|Support Teams/ Primary Contact||
Messaging - Alice Wilson
Windows Server Team - Sachin Gupta
Database Team - Susan Price
Network Team - Alex
Self-Service Portal and Catalog "future-state" pilot
Only a beautiful, modern service experience will engage and delight your customers.
Evergreen's Employee Self-Service Portal and Catalog (ESS) solution, built on ServiceNow, is an engaging and intuitive environment where your customers can shop for goods and services, report problems, answer questions and easily check the status of their open requests.
As part of this engagement, Evergreen will build your own private, demo version of our ESS solution, personalized for your look and feel.
Not only will you be able to clearly explain your Service Catalog strategy and roadmap, you will be able to demonstrate what a potential future state of IT Services could look like in your organization.
Sample services help clarify the future
While a consistent Service Design Process is key, it is equally important that customers see consistent Service presentation. The relevant Service details must be presented to the customer in a complete but easy to understand fashion – enabling them to make a self-service decision.
As part of this engagement, Evergreen will create Service presentation "tombstones" in your ESS portal, for any sample Service designed.
briefing of roadmap, findings and deliverables
Focusing customer in, rather than IT out can dramatically change how IT delivers Services – often beginning with the Service catalog.
Evergreen will deliver and discuss the findings, observations, best practice recommendations, the Multi-Phase Roadmap and recommendations for Phase 1 activities / estimated cost in an executive briefing.
Additionally, we will present the supporting artifacts developed and next steps for their use, including the Service Taxonomy, the Service Design Process and the Self-Service Service Catalog and Portal Pilot.
Evergreen delivers our Service Catalog Plan / Analyze Assessment and Roadmap engagement over a few weeks, and a price of $24,500 plus travel expenses. Contact us for more information.
Reach For The Stars: Fresh Perspectives on Good IT Service
3 Keys to an Effective Service Design Process from a Manager’s Perspective