IT Service Catalog vs Request Portal: 6 Key Characteristics Set Them Apart

Service Catalog Versus Request Portal

Six Characteristics That Set Them Apart

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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]

PHIL HELLERMAN, PRINCIPAL CONSULTANT, EVERGREEN SYSTEMS

Phil is a Principal Consultant at Evergreen and has held leadership and strategic positions during his IT career. Phil is an active author on ITSM topics.

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

• Service Catalog Versus Request Portal– Six Characteristics That Set Them Apart

• Evergreen’s Beautiful, User-Centric Service

Catalog (built on ServiceNow)

• 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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The Service Catalog is not a Request Portal

A singular, tactical tool supporting immediate business (IT) needs.

Broad, strategic portal offering customer innovative, self-service empowerment

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#1 – Strategic Versus Tactical

It is critical for IT to align with business and empower the employee

Requests are tactical and transactional

The Service Portfolio is the “factory” for developing services to meet IT’s mission

Services in the catalog are proactive and strategically relevant

Requests are reactive

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#2 – Aggregated Versus Single-Threaded

Services in the catalog can be aggregated components defined in the Service Portfolio

Example: Employee On Boarding combines IT portfolio components like networking, access permissions, storage, etc., as well as non-IT (HR) components into a single service

Example: Permission to access an environment or print on a third-floor printer

Requests are typically singular in nature and routinely performed

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#3 – Integrated Versus Stand-Alone

Contains variety and depth of details about the offering

Combines portfolio components owned by multiple departments and individuals

Details include descriptions, options, and costs (chargebacks or showbacks)

Each request is usually fulfilled by a single IT department / individual

Provides basic selections aligning IT tasks with routine requests

Details do not consider costs (chargebacks or showbacks)

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#4 – Different ITIL Alignment

Service Strategy

Processes

Demand Management

Strategy Generation

Service Portfolio Management

IT Financial Management

Service Design

ProcessesService Catalog

Management

Service Level Management

Capacity Management

Availability Management

Service Continuity Management

Information Security Management

Supplier Management

Service Operation Processes

Event Management

Incident Management

Request Fulfillment

Problem Management

Access Management

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#5 – Price as a Variable Demand Lever Versus No Lever

Price of a Service influences demand

Identifies Service costs via “cost transparency”

No price, and Request must be performed

Daily operations support – a coordination of activities, tasks and processes

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#6 – Defined as Configuration Items (CIs)

Services in the catalog are defined as a CIs in the Configuration Management System (CMS)

Individual components of aggregated Services are defined in the CMS

Not defined as a CI in the CMS

Service Catalogs are a Powerful

Transformation Lever

A robust Service Portfolio/Service Catalog solution transforms IT’s relationship with customers AND IT itself – moving from “IT silos” to becoming the enterprise services broker/integrator.

Service Components as CIs

Create Re-usable Building

Blocks

Enables re-use of and combinations of components for new services. Reduces time to build new services and the proliferation of essentially duplicated single-use services. Also enables measurement of service quality and degree of use.

Service Catalogs Begin with the

Customer

Service Catalogs are built from the customer in rather than IT out. Request portals are essentially just accessible IT actions.

Service Catalogs Link IT Strategy

with Customers

Understanding and empowering customers aligns IT with the business – linked through Service Portfolio and Catalog.

Rich Attributes and Costing

Drive Self Service

Richly described attributes with varied pricing / offerings drives customer self service, enables IT to lead decision making and create bundled solutions –reducing complexity and variety.

Service Catalogs and Request

Portals Are Not the Same

Clarity of terms is critical as a true service-centric initiative engages a broad cross section of IT and non-IT workers. Leverage ITIL definitions / alignment to communicate clearly.

Key Take Aways

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Evergreen’s Service Catalog on ServiceNow

One-Day, Private Service

Catalog Workshop - $3,950

Arrange a private, deep-dive Service

Catalog demo for you and your team

Update your current CMS to a beautiful,

user-centric look and feel in a few

weeks!

Possible Next Steps?

http://www.evergreensys.com

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• Questions?

• Thank you for your time

Wrap-Up