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Service Catalog, Service Portfolio, Service Taxonomy - Big 3 of Customer Centric IT


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IT Service Catalog, Service Portfolio and Service Taxonomy: Learn the important role of each, and how they work together to help you deliver great services your customers will love! Access webinar recording at:

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Service Catalog, Service Portfolio, Service Taxonomy - Big 3 of Customer Centric IT

  1. 1. The Big 3 of Customer Centric IT Service Catalog – Service Portfolio – Service Taxonomy
  2. 2. 2 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: 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. ( Contact:
  3. 3. 3 Today’s Agenda • About Evergreen • The Big 3 of Customer Centric IT • Evergreen’s Self Service Catalog & Portal (built on ServiceNow) • Possible Next Steps / Q&A
  4. 4. • 80-person U.S. IT Consulting Firm • Worked with hundreds of Mid-Market, Fortune 1000 Companies and Public Sector Organizations • Full lifecycle firm with deep ITSM / ITIL transformation experience • One of Top 5 ServiceNow U.S. partners • Primary Focus – “Customer-Centric IT Service Management” 4 About Evergreen Systems Sample ClientsQuick Facts
  5. 5. 5 Traditional ITSM – Where’s the Customer? Incident Change Problem Knowledge Self Service Catalog & Portal Here I am!
  6. 6. 6 Start With the Customer – Change What You Do Self Service Catalog & Portal Change Problem Knowledge Incident
  7. 7. 7 Who Cares About Customer-Centric IT? Find out what customers want & need Bring clear value to the business Drive employee effectiveness & creativity Fuel competitive differentiation / speed to market Transform IT from silos to services Give customers great self-service Add value every day by leading the customer Enable customer cost & service tradeoffs Simplify & improve IT work • Make customers happy • Deliver more & higher value every day • • CIO Service Manager / Director Service Team
  8. 8. 8 The Three Constituents of a Service Customer Experience Execution Effectiveness Governance & Accountability Customers ProvidersManagers
  9. 9. 9 Big 3 of Customer Centric IT Service Catalog Service TaxonomyService Portfolio
  10. 10. 10 Service Catalog – What It Is All services actively offered to customers today
  11. 11. 11 Service Catalog – How It Fits Service Catalog Service TaxonomyService Portfolio Provides Feedback on Presentation of Services Helps Expose Holes / Redundancies in Services Shelf Stock for the Service Portfolio Primary Customer Interface Helps Portfolio Decision Making / Planning
  12. 12. Service Catalog – Why It Matters 12 Primary Source of Customer Interaction • It Feeds: • Quality of service • Bill of IT • Business alignment • IT portfolio alignment • Both Responsive & Leading • Innovation Circle & Test Bed • Breaks IT’s Inward Focus
  13. 13. 13 Service Portfolio – What It Is Full lifecycle services management system From cradle to grave Service Catalog is an output of the Service Portfolio
  14. 14. 14 Service Portfolio “Factory” Thinking consider build modify retire
  15. 15. 15 Service Portfolio – How It Fits Service Catalog Service TaxonomyService Portfolio Lifecycle Approach Keeps Taxonomy Relevant Consistent Service Design Feeds Identified Reuse More Easily Service Factory Feeds the Catalog “Showroom” Ensures Consistent, High Quality Services Gives Catalog Ability to Lead Customers Creates Differentiable Service Offerings
  16. 16. Service Portfolio – Why It Matters 16 • Strategic Core for Service Design & Delivery • Balances Needs - Customer, Provider & Manager • Primary Engine of IT for: • Quality of service • Cost alignment / bill of IT • Business alignment • IT portfolio alignment • IT strategic value & innovation • Transformation of IT
  17. 17. 17 Service Taxonomy – What It Is Classification of things – often from general to specific Generally organizes things into groups Includes the principles underlying the classification Parts of a whole Parent - child relationship can be multi-parent THE PRACTICE & SCIENCE OF CLASSIFICATION OF SERVICES
  18. 18. 18 Broad Service Taxonomy
  19. 19. 19 IT Services Taxonomy
  20. 20. 20 Service Taxonomy – How It Fits Service Catalog Service Taxonomy Service Portfolio Exposes Holes / Redundancies in Portfolio Simplifies Portfolio Helps Drives Service Reuse & Consistency Key for Providers to “Understand” Services Offered Provides Visible Services Framework in Catalog Compass for Consistency, Reuse, Simplicity in Services Offered
  21. 21. Service Taxonomy – Why It Matters 21 • Telemetry for Providers to Ensure Quality Customer Services: • Consistency • Simplification • Appropriate variety • Manageability • Helps Customer & Provider Equally • Framework Eases Extension Beyond IT Into Shared Services
  22. 22. 22 Big 3 of Customer-Centric IT Service Catalog Service Taxonomy Service Portfolio Platform for Enterprise Service Enablement Compass for Customer / Service AlignmentLinks IT & the Customer Strategically
  23. 23. 23 Evergreen’s Self-Service Catalog & Portal POWERED BY SERVICENOW
  24. 24. One-Day, Private Service Catalog Workshop $3,950 Demo our Self Service Catalog & Portal yourself! Possible Next Steps? 24 See how our graphical Service Taxonomy Designer works
  25. 25. 25 • Questions? • Thank you for your time. Wrap-Up