how to build a successful it service catalog - 5 tips
TRANSCRIPT
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: [email protected]
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: [email protected]
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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