Few Organizations have deep experience in planning for a successful Service Catalog project. Questions abound: "What are the best practices? How will we measure success? What roles & responsibilities will we have? What are the customer & executive expectations...and how do we address them? What options do we have for getting started? Can we start simply and grow as we learn?" Successful Service Catalog projects are dramatically different than many other IT projects. Please join Don Casson, CEO of Evergreen as he answers these questions and explains the 5 steps to prepare your team for success with your IT Service Catalog project. Jeff Benedict, ITSM Practice Leader, will demo our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies. Webinar recording with demo available at http://content.evergreensys.com/it-service-catalog-project-steps-prepare-organization

1. IT Services Essentials:
5 Steps to Prepare Your Organization for a
Successful Service Catalog Project

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
Today’s Agenda
• About Evergreen
• 5 Steps to Prepare Your Organization for a
Successful Service Catalog Project
• Evergreen’s Self-Service Catalog & Portal (built
on ServiceNow)
• Possible Next Steps / Q&A

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
Traditional ITSM – Where’s the Customer?
Incident
Change
Problem
Knowledge
Self Service Catalog &
Portal
Here I am!

6. 6
Start With the Customer – Change What You Do
Self Service Catalog
& Portal
Change
Problem
Knowledge
Incident

7. Forces at Work?
7
• CEO desire for
employee
“Amazon like”
experience
• Pressure of the
DevOps cycle
• Critical Shared
Services
opportunity for IT

8. Questions To Answer / Perspectives
8
Why?
Who?
How?
When?
Where?
What?
People
Process
Technology
Culture

9. People
9
• Who is involved?
• What are the roles / responsibilities?
• When and How do we engage them?
• Why are they important?
A Day in the Life of Service Owner
3 Keys to Delivering Great IT Services - The Power of Service Delivery Roles, KPIs and Configuration Management

10. Process (and Policy)
10
• Who is responsible for defining and managing
this?
• What are the policies & processes we need?
• How do we get adoption of them?
• What are our management metrics / measures?
• Where do we “put” them in the technology?
5 Core Principles of Successful Service Catalogs
3 Keys to Delivering Great IT Services - The Power of Service Delivery Roles, KPIs and Configuration Management
5 Keys to Good Service Design
CMDB’s Strategic Role in IT Services

11. Technology
11
• Who owns defining our technology
platform?
• What is our technology? What are our
options?
• How do we integrate appropriate people,
process & policy factors into the platform?
• When does this occur?

12. Culture
12
• Who is affected by this? How are they
affected?
• Why does this matter?
• What will our major cultural objections be?
• How will we communicate with the
organization?
• What are adoption best practices?
5 Core Principles of Successful Service Catalogs
3 Keys to Delivering Great IT Services - The Power of Service Delivery Roles, KPIs and Configuration Management
Create an Amazon Like IT Service Management Experience
5 Keys to Great Employee Self Service

13. Service Catalog Project: Incremental or Big Bang?
13
INCREMENTAL!
• Can be done this way
• Less risk
• Learn as you go (and there is a lot
to learn)
• Eases cultural adoption stress

14. Step 1: Why Are We Doing This?
14
DRIVER GOAL? MEASURE?
Customer Self
Service &
Strategic
Economic /
Efficiency
Quality of
Service / Agility
/ Speed
Amazon Like
Customer Experience
User Adoption Rates
Social Media Feedback
Business Alignment
High Quality,
Consistent Service
Automation or
Elimination of Work
Increase in Self Service
Measured Reduction in
Work Time
Customer Sat Scoring
Performance to
Improving Metrics
Steps to Take
1) Document Project Goals & Measures
2) Capture Weighting & Constraints
3) Understand and Define – Who is the Customer?

15. Step 2: Governance & Roles / Responsibilities
• Is my application available?
• Are there any pending threats?
• Are incidents being handled?
• What new requests are there?
• Who are my customers?
• What do they want / need?
• Are my customers happy?
• Are they maximizing the benefit of my service?
• How can I improve my service?
• What should I be building for them?
• Is my service high quality, easy to use, complete?
• What can we eliminate or automate?
• What are my “competitors” bringing to market?
• Is my price fair & competitive? How can I improve it or add
more value at the same cost?
• How is my delivery team doing? What do they need to be
more successful?
• What are other Service Owners doing that might benefit my
service?
15
Steps to Take
1) Create a Service Governance
Committee
2) Draft a 1 page Charter
3) Draft a 1 page Plan of Action
3 Keys to Delivering Great IT Services - The Power of Service Delivery Roles, KPIs and Configuration Management
A Day in the Life of an IT Service Owner - A Look Into the Future
Service Taxonomy Essentials – What Are the Services, Who Are the Customers?
5 Keys to Good Service Design
CMDB’s Strategic Role in IT Services

16. Service
Individual Customer
• What services can I get & where?
• What is / is not included?
• When will I get it? Service Management
• What services do we offer?
• What are the service expectations?
• Who is delivering what & when?
Business Unit Customer
• What services are we using?
• What value/level are we receiving?
• What is our services spend?
Service Delivery
• What services do we deliver?
• When does it need to be delivered?
• What are we responsible for?
Service Delivery Executive
• Are our customers satisfied?
• Are we achieving our goals?
• Are metrics in line & right direction?
Step 2: Governance & Roles / Responsibilities
31
Constituent Roles &
Perspectives
Steps to Take
1) Identify & document your core roles, perspectives &
responsibilities

17. Step 3: Common Language
17
Steps to Take
1) Create a V1 Dictionary of Common Terms
2) Run a Common Language Workshop with Key
Constituents

18. Step 4: Understand the Parts
18
Service Catalog
Service & Request
Service Design Process
Service Taxonomy
Service Metrics
3 Keys to Delivering Great IT Services - The Power of Service Delivery Roles, KPIs and Configuration Management
The Big 3 of Customer Centric IT - Service Catalog, Service Portfolio, Service Taxonomy
Service Taxonomy Essentials – What Are the Services, Who Are the Customers?
Service Catalog vs. Service Portfolio
Service vs. Request & IT vs. Business Service Catalogs
Build a Service Taxonomy in 4 Steps

19. Step 4: Understand the Parts
19
The “storefront”
where active services
are presented to the
customer

20. Step 4: Understand the Parts
20

21. 21
Part 4: Understand the Parts
Service Name Virtual Meeting Collaboration - Internal Only
Description Provide a virtual meeting environment, which provides both audio and visual interaction
between company team members globally.
Customer(s) All Employees or Contractors with an active domain accounts
Service Owner Steve Thomas
Service Manager June Smith
Functional Requirements Microsoft Lyncwill provide the following functionality: Instant Messaging, IP Audio
Communications, Desktop Sharing and Multiparty AudioVideoContent Sharing
Cost $10per enrolled user Monthly Internal Chargeback Cost
Service Level Objectives Agreements 99.5% availability, except during stated monthly maintenance window
Operational Level Objectives Agreements Support Teams will engage in P1- Service Outage troubleshooting within 15minutes
Maintenance Windows 3rd Saturday of each month, from 9:00pm to 11:59pm EST
Support Teams Primary Contact Messaging Alice Wilson
Windows Server Team Sachin Gupta
Database Team Susan Price
Network Team Alex Tromanski
Service Design Package

22. Step 4: Understand the Parts
22

23. Step 4: Understand the Parts
23
Customer
Service Owner
Service Provider
Service Provider
Service Provider
Service Provider
Service Provider
Service Provider
Great Customer experience
On time delivery
Available & fast when I need it
Measure Customer satisfaction
Consistently set & meet delivery
expectations
Service availability
Consistently set & meet delivery
expectations
Service availability
SLAs
OLAs
Continuous
Improvement
KPIs

24. Step 5: Define Your Target
24
• Create a clear word picture of desired
Phase 1 functionality
– Considering goals, people, process, technology
• Review technology platform candidates for
suitability of fit
• Interview select technology & service
providers for:
– Experience
– Approach to the challenge
– Innovation
– Range of Costs / Options

25. In Summary
25
• Step 1: Be clear on why you are doing this
• Step 2: Pay attention to governance &
roles / responsibilities
• Step 3: Get a common language
• Step 4: Understand the parts
• Step 5: Define your target

26. 26
Evergreen’s Self-Service Catalog & Portal
POWERED BY SERVICENOW

27. One-Day,
Private Service
Catalog Workshop
$3,950
Demo our “Metro
Style” Self Service
Catalog & Portal
yourself!
Possible Next Steps?
http://www.evergreensys.com
27
See how our graphical
Service Taxonomy
Designer works

28. 28
• Questions?
• Thank you for your time.
• ALL REFERENCE CONTENT AVAILABLE FOR
DOWNLOAD (SLIDES AND RECORDINGS) AT:
http://www.evergreensys.com/it-webinars-
whitepapers-evergreen-systems
Wrap-Up