1. Service Catalog Versus Request Portal
Six Characteristics That Set Them Apart

2. Speaker Bios
DON CASSON, CEO, EVERGREEN SYSTEMS Don has led Evergreen Systems since its founding in Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals. Contact:
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:
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:

3. 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

4. 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”

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

6. 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

7. #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

8. #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

9. #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)

10. #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

11. #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”

12. #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

13. 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.

14. Evergreen’s Service Catalog on ServiceNow
Enterprise Service
Catalog Demo

15. 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

16. Wrap-Up
Questions?
Thank you for your time