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IT Service Catalog vs Service Portfolio

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The Service Catalog is not a Request Portal. The terms are often used interchangeably due to lack of knowledge, which can cause confusion for IT and IT's customers.

Over the past year, Evergreen conducted dozens of one-day Service Catalog workshops around the U.S. Attended by more than 500 people, a recurring theme we noted was that many attendees thought they had a Service Catalog, when in fact they actually had a Request Portal.

IT needs to increase its focus on 3 important areas:

Delivering services customers want and need
Better alignment with the needs of the business
Cost transparency to give visibility to the cost of services

Learn more and access the webinar recording at:
http://www.evergreensys.com/it-webinars-whitepapers-evergreen-systems

#servicecatalog #itsm #servicenow #itservicecatalog

Published in: Technology
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IT Service Catalog vs Service Portfolio

  1. 1. Service Catalog vs. Service Portfolio Evil Twins or Powerful Teammates?
  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: 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
  3. 3. 3 Today’s Agenda • About Evergreen • Service Catalog vs. Service Portfolio • Evergreen’s Service Taxonomy Model • Evergreen’s User-Centric Self-Service Portal / Catalog (built on ServiceNow) • Possible Next Steps / Q&A
  4. 4. • 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 Focus – “Customer-Centric IT Service Management” 4 About Evergreen Systems Sample ClientsQuick Facts
  5. 5. 5 What About the Customer? Evolving… IT’s Value Customer Experience
  6. 6. 6 An outcome that meets a customer’s need well enough to justify the purchase price What is a Service?
  7. 7. 7 Service Catalog Definition All services actively offered to customers today
  8. 8. 8 Service Catalog – Service Details Provide the customer enough information to make a self-service determination… • Name & description • Fit for my use • Who can request it • Cost • Quality • Delivery time • How to request it • Service owner
  9. 9. 9 Service Catalog – Service Details Provide the customer enough information to make a self-service determination… • Name & description • Fit for my use • Who can request it • Cost • Quality • Delivery time • How to request it • Service owner
  10. 10. 10 Service Portfolio Definition Full lifecycle services management system From cradle to grave Service Catalog is an output of the Service Portfolio
  11. 11. 11 Service Portfolio “Factory” Thinking consider build modify retire
  12. 12. 12 Service Catalog Items
  13. 13. 13 Service Catalog Items
  14. 14. 14 Service Catalog Items
  15. 15. 15 Service Portfolio Consider
  16. 16. 16 Service Portfolio Consider
  17. 17. 17 Service Portfolio Build
  18. 18. 18 Service Portfolio Build
  19. 19. 19 Service Portfolio Modify
  20. 20. 20 Service Portfolio Retire
  21. 21. 21 A Service is an outcome that meets a customer’s need well enough to justify the purchase price What is a Service Taxonomy? A Service Taxonomy is the practice and science of classification of services
  22. 22. 22 Attributes of a Taxonomy 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
  23. 23. 3-Phase Customer-Centric Services Road Map Employee Self- Service Portal Service Catalog Fulfillment Automation Demand Build Manage Retire Services Taxonomy Services Health Services Lifecycle Factory CMDB Customer sees… IT sees… 23
  24. 24. 24 Sample High-Level Taxonomy
  25. 25. 25 Evergreen’s User-Centric Self-Service Portal / Catalog POWERED BY SERVICENOW
  26. 26. One-Day, Private Service Catalog Workshop $3,950 Demo our “Metro Style” End-User Portal yourself! Possible Next Steps? http://www.evergreensys.com 26 See how our graphical Service Taxonomy designer works
  27. 27. 27 • Questions? • Thank you for your time. Wrap-Up

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