Post on 18-Jul-2015
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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
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
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
• 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
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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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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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