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Western Region Speaking Tour -- Service Catalog in Action
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Western Region Speaking Tour -- Service Catalog in Action

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For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis. …

For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis.

MEDIA and PRESS INFORMATION: http://chrisdancy.pressfolios.com/

Feel free to reach out at chris.dancy@gmail.com, +1-303- 872-0786, or by texting "chrisdancy" to 50500.


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Transcript

  • 1. Service Catalog in Action
    HDI Western Regional Tour
    Dallas - Phoenix – Los Angeles – Orange County – San Diego – San Francisco – Modesto - Sacramento
  • 2. Agenda
    Confidential, All Rights Reserved, ServiceSphere™ 2008
    http://www.servicesphere.com
    IT Today and Tomorrow
    IT consumerism
    Value of IT
    What is a Service Catalog
    Catalog 101
    Portfolio and beyond
    Service Catalog In Action (Other Organizations)
    Live Catalogs on The Web
    Case Studies
  • 3. Who Do You Think You Are?
    Started as a Help Desk Tier One 1990
    Moved to Help Desk Manager
    FrontRange HEAT & ITSM Consultant
    Integrations Product Manager for Service Desk & Desktop Management Tool
    Business Development / Thought Leadership Touchpaper
    Founder ServiceSphere
  • 4. ServiceSphere
    Invoke the IT support customer experience to embrace the social support journey.
  • 5. Zendesk
    Founded 1997
    Help Desk Software doesn’t have to be costly and complicated and should be focused on the customer experience.
    SaaS, Customization, and Quick To Start Using
    “Our life is frittered away by detail. Simplify, simplify!”– Henry David Thoreau
    Not Your Traditional Vendor, but a Community!
    One More Thing….
  • 6. HootSuite
    Founded 2008
    Social Dashboard
    Scheduling, Team and Stats!
    Integration into zendesk!!!!
    One window to your support discussion.
    One More Thing
  • 7. IT Today and Tomorrow
    IT Consumerism
    Todays IT Consumers come to the organization with ready knowledge of:
    WiFi
    Computers
    Cloud Computing
    Networking
    Software
    In 1990, 1995, 2000 and 2005 this was not the case.
  • 8. IT Today and Tomorrow
    IT Consumerism
    Organizations Need to Prepare for IT Consumers From 2015
    What will happen When Infrastructure is moved to the Cloud?
    How will ubiquitous Internet Connectivity Change
    How will you manage service request for equipment that you can’t see?
  • 9. Poll
    ITIL v2
    ITIL v3
    Service Catalog
    Service Portfolio
    SKMS
  • 10. Catalog
    User Experience
    Services
    Service – Anything that Brings value.
  • 11. The Value of IT
    From Systems To Services
    We don’t support systems, we support People, who consume Services, that are made up of COMPLEX systems.
    Services are EASY to ask for and EASY to understand
    Disparate Groups Becoming ONE system in support of Services
    Value is Perception
  • 12. What is A Service Catalog
    Provides a central source of information
    Ensures all areas of the business can view an accurate, consistent picture of all IT services, their details and status
    Contains customer-facing view of IT services in use, how they are intended to be used, business processes they enable and quality of service to be expected.
  • 13. What is A Service Catalog
  • 14. What is A Service Catalog
  • 15. What is A Service Catalog
  • 16. What is A Service CatalogWhat it is NOT
  • 17. What is A Service CatalogWho Does It
  • 18.
  • 19. Service Catalog and The Business
  • 20. Service Catalog and The Business
  • 21. Anatomy of a Service
  • 22. Service vs. Service Request
  • 23. Portfolio and Beyond
    All ITIL processes lead back to the Catalog
  • 24. Views To Service
  • 25. Yes, No Maybe
  • 26. From Top to Bottom
  • 27. From Top to Bottom
  • 28. From Top to Bottom
  • 29. In Action
    BC Institute of Tech http://www.bcit.ca/its/services/
    Harvard's Service Catalog http://www.fas-it.fas.harvard.edu/services/catalog 
    CA.Gov http://www.servicecatalog.dts.ca.gov/
    Vanderbilt http://its.vanderbilt.edu/services/a-z
    State of NC http://www.its.state.nc.us/ServiceCatalog/Index.asp
  • 30. Results: Improved Customer Satisfaction and Service Delivery
    • Services All in One Place
    • 31. Customer Friendly
    • 32. Easy to Understand
    • 33. Easy to Use
    • 34. Orders Filled Faster
    • 35. Process Improvements
    • 36. Reduced Headcount
  • Why?
    Decide If It is WORTH it.
    Now you have seen it:
    What Issues Do You Wish To Solve With It?
    What Things or Current Projects Could A Service Catalog be part of?
    Who Would Need To Be Included?
    Who Would You Market This?
    Are You Ready to re-TRAIN everyone's thinking?
  • 37. Get Started HOW?
    Educate, Educate, Educate
    Workshops on Service Mapping and Catalog
    Define Time Line
    Define 1 Service Offering
    Pilot offering to Alpha Customers
    Check, Refine, Grow
    Market The Coming Consumerism
    Create Core Group
    Define Scope
    Build vs. Buy Tool
    Create Your Offerings
    Publish Your Catalog
  • 38. Getting Started
  • 39.
  • 40. 8 Steps To Developing A Service Catalog
  • 41. 8 Steps To Developing A Service Catalog
  • 42. 8 Steps To Developing A Service Catalog
  • 43. The Road Ahead
    From Trouble Logging to Service Provider
  • 44. Thank You
    info@servicesphere.com
    @servicesphereon Twitter
    303-459-4083
  • 45. Open Discussion
    Confidential, All Rights Reserved, ServiceSphere™ 2008
    http://www.servicesphere.com