how to build a successful it service catalog - 5 tips

IT Service Catalogs

5 Principles for Success

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Speaker Bios

DON CASSON, CEO, EVERGREEN SYSTEMS

Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals.

Contact: dcasson@evergreensys.com

JEFF BENEDICT, ITSM PRACTICE MANAGER, EVERGREEN SYSTEMS

Jeff manages the ITSM practice at Evergreen and has worked with ITSM tools for 15+ years.Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter.com/JeffSBenedict)

Contact: jeff.benedict@evergreensys.com

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Today’s Agenda

• About Evergreen

• 5 Core Principles of Successful IT Service

Catalogs

• Evergreen’s Beautiful, User-Centric Service

Catalog (built on ServiceNow)

• Possible Next Steps / Q&A

• 80-person U.S. IT Consulting Firm

• Worked with hundreds of Mid-Market and

Fortune 1000 Companies

• Full lifecycle firm with deep ITSM / ITIL

transformation experience

• One of Top 5 ServiceNow U.S. partners

• Primary Strategic Focus – “User-Centric IT

Service Management”

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About Evergreen Systems

Sample ClientsQuick Facts

What About the Customer?

Evolving…

IT’s Value

Customer Experience

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Principle 1

customer-centric

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An outcome that meets a customer’s need

well enough to justify the purchase price.

What is a Service?

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The Services Circle

Customer Experience

Execution Effectiveness

Governance & Accountability

Design From the Customer In,

Not IT Out

Design Management Needs

In From The StartBuild for the Providers Too or

It Will Not Work

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Customer-Centric Design

Customer Experience

Execution Effectiveness

Governance & Accountability

• Simple

• Beautiful

• Complete

• Predictive

• Leading

Design from the Customer In, Not IT Out

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Principle 2

complete service experience

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The Customer – Provider Ballet

Customer Experience

Execution Effectiveness

Governance & Accountability

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Principle 3

set service expectations and

beat them

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Manage for Accountability

Customer Experience

Execution Effectiveness

Governance & Accountability

• Visibility

• Quality of Service

• Value and Cost of Services

Design Management Needs

In From The Start

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Principle 4

have a service portfolio mindset

to make better decisions

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Build a Services Factory

consider build modify retire

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Principle 5

practice balanced design

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Balanced Design

Customer Experience

Execution Effectiveness

Governance & Accountability

Give the Customer

What They Want to

Get What We Need

Enterprise App Store Workflow

InstallShop Buy Enjoy!

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“Shop” Balanced Design

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“Buy” Balanced Design

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“Install” Balanced Design

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Practice Balanced Design Give the customer what they want to get what IT needs.

Have a Service Portfolio Mindset

to Make Better DecisionsThe portfolio is your lifecycle services factory. Maintaining this discipline will ensure you only create valuable services, correctly.

Complete Service Experience Every service is an end-to-end experience delivered with consistent quality.

Set Service Expectations and

Beat Them

Setting and meeting or exceeding delivery expectations is foundational – not optional.

Customer-CentricIt is only ever a service if the customer sees it that way. Create a team of customer, provider and manager from the start.

Key Take Aways

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Evergreen’s User-Centric Service Catalog

POWERED BY SERVICENOW

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Content Management System (CMS) - Goals

When building a CMS site the following goals / principals are embraced to

ensure customer needs are met while ensuring the solution is sustainable,

manageable and will continue to work upon upgrade.

Follow best practices – use things like client side ajax, use message records for localization and leverage properties and tables where possible

CMS Goals

Responsive layouts for mobile and tablets – whether mobile friendly or mobile first is your goal, mobile usage is expected and should be part of your solution

Avoid using iFrames – iFrames add complexity in applying style, navigation as well as honoring the goal of a responsive solution

Do not modify OOTB Macros and UI Pages – Many of the out of the box components are needed but will likely not align with your design. Instead of changing these, create copies and adjust your version.

One-Day, Private Service

Catalog Workshop – $3,950

Arrange a private demo of our “Metro

Style” End-User Portal – available for

$15,000 as an update set.

Possible Next Steps?

http://www.evergreensys.com

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• Questions?

• Thank you for your time.

Wrap-Up