Service Catalog Versus Request Portal Six Characteristics That Set Them Apart

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 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: philip.hellerman@evergreensys.com

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

About Evergreen Systems Quick Facts Sample Clients 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”

What About the Customer? Evolving… IT’s Value Customer Experience

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

#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

#2 – Aggregated Versus Single-Threaded Services in the catalog can be aggregated components defined in the Service Portfolio Requests are typically singular in nature and routinely performed 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

#3 – Integrated Versus Stand-Alone Combines portfolio components owned by multiple departments and individuals Each request is usually fulfilled by a single IT department / individual Contains variety and depth of details about the offering Provides basic selections aligning IT tasks with routine requests Details do not consider costs (chargebacks or showbacks) Details include descriptions, options, and costs (chargebacks or showbacks)

#4 – Different ITIL Alignment Service Strategy Processes Demand Management Strategy Generation Service Portfolio Management IT Financial Management Service Design Processes Service 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

#5 – Price as a Variable Demand Lever Versus No Lever Price of a Service influences demand No price, and Request must be performed Daily operations support – a coordination of activities, tasks and processes Identifies Service costs via “cost transparency”

#6 – Defined as Configuration Items (CIs) Services in the catalog are defined as a CIs in the Configuration Management System (CMS) Not defined as a CI in the CMS Individual components of aggregated Services are defined in the CMS

Key Take Aways 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. 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 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.

Evergreen’s Service Catalog on ServiceNow Enterprise Service Catalog Demo

One-Day, Private Service Possible Next Steps? Private Service Catalog Demo 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! One-Day, Private Service Catalog Workshop - $3,950 http://www.evergreensys.com

Wrap-Up Questions? Thank you for your time