Employee self-service, enterprise app store - IT service catalog automates IT's work.
Full webinar recording available at:
http://content.evergreensys.com/service-catalog-webinar-enterprise-app-store-balanced-design
While successful IT self-service is critical today, most organizations have taken a fragmented, reactive approach - and are not happy with their results. Is this the case for you? If so, please join us for some fresh thinking in IT self-service. And deliver IT self-service your employees will love!
We will look at where the highest value is, what kinds of activities are a good fit, how to get customers using it, and how to create a coordinated program approach that really works – sharing success tips and pitfalls to avoid along the way.
Full webinar recording with ServiceNow demo available at:
http://content.evergreensys.com/webinar-it-self-service-slides
CMDB - Strategic Role in IT Services - Configuration Management Moves Front a...Evergreen Systems
Most CMDB’s have not delivered any real value. Although we have collected and stored lots of data, the CMDB has been a solution in search of a problem. No longer. As IT moves from technical activities to customer centric IT services, the CMBD plays a critical, strategic role.
As we build and deliver IT services to our customers (employees), IT Service Owners will be very visible – and intently focused on delivering high quality outcomes, on time, with service availability and cost as advertised. Without effective configuration management, this cannot be done.
Please join us as we explore the new strategic role of the CMDB, and how processes, people, costs & technologies converge into services – with the CMDB aligning, connecting and managing the configuration items to make this all possible.
We will also demo our always evolving view of a very advanced, self-service catalog & portal, with a focus on the service owner & the role of the CMDB.
Full webinar recording available at:
http://content.evergreensys.com/cmdb-webinar-it-services-strategic-role
IT Service Catalog: Customer, Provider and Manager Views of a Service CatalogEvergreen Systems
Please join us for a 30,000 foot view of the customer, provider and manager’s views of the Service Catalog. We will combine high level content from over 20 webinars we presented this year as we consider 3 success keys and 3 critical challenges to overcome, from each perspective.
This content rich webinar is enhanced by our newest intellectual property, as we unveil our Evergreen's “Service Governance Design Principles” guide. Another tool from Evergreen’s consulting toolkit, it covers the roles, responsibilities, KPIs and makeup of a Service Governance capability & process. With it you can build a clear, direct governance process correctly, which you can rely upon to create and manage high quality, consistent services for your Service Catalog efforts.
As always, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
For full webinar recording including ServiceNow demo please visit http://content.evergreensys.com/webinar-it-service-catalog-customer-provider-manager-views-turkey
Service Catalog Essentials: 5 Keys to Good Service Design in IT Service CatalogsEvergreen Systems
This document discusses keys to good service design in service catalogs. It outlines five keys: 1) Clear service ownership, 2) Focusing on user experience, 3) Determining what services to build based on factors like volume and complexity, 4) Designing modular reusable services, and 5) Balancing customer and provider needs in design. It then promotes Evergreen's employee self-service catalog and portal, which is powered by ServiceNow, and possible next steps like a private workshop or dictionary.
Leveraging IT Service Catalog to Transform Services Delivery - Argonne Nation...Evergreen Systems
IT Service Catalog project with ServiceNow. For full webinar recording visit http://content.evergreensys.com/service-catalog-webinar-services-delivery-argonne
Use a Service Taxonomy to Organize and Manage Your IT Services ! What services do we offer? How do we organize them? How can we make them "customer centric?” What is a good starting point?
Successful IT Service Catalogs have well organized services. The Services Taxonomy, or framework is the key to organizing and understanding your services well.
Please join us to learn how to build a good service taxonomy in 4 logical steps, as well as 3 key mistakes to avoid.
In addition to a demo of our prebuilt service taxonomy, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Recording with demo available at http://content.evergreensys.com/service-taxonomy-webinar-slides-manage-it-services
Incident, Problem, Change, Knowledge…and Service Catalog? A Powerful Circle. Evergreen Systems
For years ITSM has been done the same old tired way – Incident, Problem, Change and a little Knowledge – because that’s what we know. But it does NOTHING for our CUSTOMER – their experience doesn’t change at all.
This is no longer good enough.
Tying Service Catalog with Incident, Problem, Change and Knowledge changes the answer to the question, “Why are we doing this?”
Please join us as we explore the powerful links between these five, how this changes the way we think and how this can powerfully (and positively) impact the value your IT organization delivers to your customer and your business. It’s time to demand more.
As always, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Recording with demo available at http://content.evergreensys.com/service-catalog-webinar-incident-problem-change-slides
.
IT Service Catalog: 5 Steps to Prepare Your Organization for Successful Servi...Evergreen Systems
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
While successful IT self-service is critical today, most organizations have taken a fragmented, reactive approach - and are not happy with their results. Is this the case for you? If so, please join us for some fresh thinking in IT self-service. And deliver IT self-service your employees will love!
We will look at where the highest value is, what kinds of activities are a good fit, how to get customers using it, and how to create a coordinated program approach that really works – sharing success tips and pitfalls to avoid along the way.
Full webinar recording with ServiceNow demo available at:
http://content.evergreensys.com/webinar-it-self-service-slides
CMDB - Strategic Role in IT Services - Configuration Management Moves Front a...Evergreen Systems
Most CMDB’s have not delivered any real value. Although we have collected and stored lots of data, the CMDB has been a solution in search of a problem. No longer. As IT moves from technical activities to customer centric IT services, the CMBD plays a critical, strategic role.
As we build and deliver IT services to our customers (employees), IT Service Owners will be very visible – and intently focused on delivering high quality outcomes, on time, with service availability and cost as advertised. Without effective configuration management, this cannot be done.
Please join us as we explore the new strategic role of the CMDB, and how processes, people, costs & technologies converge into services – with the CMDB aligning, connecting and managing the configuration items to make this all possible.
We will also demo our always evolving view of a very advanced, self-service catalog & portal, with a focus on the service owner & the role of the CMDB.
Full webinar recording available at:
http://content.evergreensys.com/cmdb-webinar-it-services-strategic-role
IT Service Catalog: Customer, Provider and Manager Views of a Service CatalogEvergreen Systems
Please join us for a 30,000 foot view of the customer, provider and manager’s views of the Service Catalog. We will combine high level content from over 20 webinars we presented this year as we consider 3 success keys and 3 critical challenges to overcome, from each perspective.
This content rich webinar is enhanced by our newest intellectual property, as we unveil our Evergreen's “Service Governance Design Principles” guide. Another tool from Evergreen’s consulting toolkit, it covers the roles, responsibilities, KPIs and makeup of a Service Governance capability & process. With it you can build a clear, direct governance process correctly, which you can rely upon to create and manage high quality, consistent services for your Service Catalog efforts.
As always, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
For full webinar recording including ServiceNow demo please visit http://content.evergreensys.com/webinar-it-service-catalog-customer-provider-manager-views-turkey
Service Catalog Essentials: 5 Keys to Good Service Design in IT Service CatalogsEvergreen Systems
This document discusses keys to good service design in service catalogs. It outlines five keys: 1) Clear service ownership, 2) Focusing on user experience, 3) Determining what services to build based on factors like volume and complexity, 4) Designing modular reusable services, and 5) Balancing customer and provider needs in design. It then promotes Evergreen's employee self-service catalog and portal, which is powered by ServiceNow, and possible next steps like a private workshop or dictionary.
Leveraging IT Service Catalog to Transform Services Delivery - Argonne Nation...Evergreen Systems
IT Service Catalog project with ServiceNow. For full webinar recording visit http://content.evergreensys.com/service-catalog-webinar-services-delivery-argonne
Use a Service Taxonomy to Organize and Manage Your IT Services ! What services do we offer? How do we organize them? How can we make them "customer centric?” What is a good starting point?
Successful IT Service Catalogs have well organized services. The Services Taxonomy, or framework is the key to organizing and understanding your services well.
Please join us to learn how to build a good service taxonomy in 4 logical steps, as well as 3 key mistakes to avoid.
In addition to a demo of our prebuilt service taxonomy, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Recording with demo available at http://content.evergreensys.com/service-taxonomy-webinar-slides-manage-it-services
Incident, Problem, Change, Knowledge…and Service Catalog? A Powerful Circle. Evergreen Systems
For years ITSM has been done the same old tired way – Incident, Problem, Change and a little Knowledge – because that’s what we know. But it does NOTHING for our CUSTOMER – their experience doesn’t change at all.
This is no longer good enough.
Tying Service Catalog with Incident, Problem, Change and Knowledge changes the answer to the question, “Why are we doing this?”
Please join us as we explore the powerful links between these five, how this changes the way we think and how this can powerfully (and positively) impact the value your IT organization delivers to your customer and your business. It’s time to demand more.
As always, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Recording with demo available at http://content.evergreensys.com/service-catalog-webinar-incident-problem-change-slides
.
IT Service Catalog: 5 Steps to Prepare Your Organization for Successful Servi...Evergreen Systems
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
Service Catalog, Service Portfolio, Service Taxonomy - Big 3 of Customer Cent...Evergreen Systems
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: http://content.evergreensys.com/it-service-catalog-webinar-customer-centric-it-evergreen
IT Service Catalogs are dangerous. It’s easy to create hundreds of services, fast – with little oversight – and it will kill your Service Catalog initiative. Your customer will see it as inconsistent, complex and confusing – and stop coming. It doesn’t have to be that way. Evergreen shares best practices on creating and using a consistent Service Design Process. It actually saves time, simplifies your work, and gives you consistent quality. And it will make your customers happy.
Visit our website for the recorded webinar where we also demonstrate these best practices in our beautiful and innovative, customer-centric Service Catalog built with ServiceNow.
http://content.evergreensys.com/it-service-catalog-webinar-service-design-process
IT Service Taxonomy Essentials: Separate IT and Business Services Catalogs?Evergreen Systems
IT Service Catalogs and portals are proliferating. How many Service Catalogs do you need? Should you have separate IT and business service catalogs? What do you do when a service combines parts of both? How do you not totally confuse your customers? Evergreen shares how to create and manage a federated Service Catalog approach – enabling both a consistent service face to your customers and giving your IT teams the latitude they need to execute effectively. We also briefly demonstrate our beautiful and innovative customer-centric Service Catalog (on ServiceNow) – with our service taxonomy framework built in! Recorded event with live demo available at http://content.evergreensys.com/it-service-catalog-webinar-separate-catalogs-slides
Don Casson, CEO and Jeff Benedict, ITSM Practice Manager share best practices you can use to clearly define and communicate - who is the Customer and what are the Services? They also share how a service catalog taxonomy framework helps you organize and manage this as ONE team. You may download or playback the recording here: http://bit.ly/1BWnEkX #servicecatalog #servicenow #itsm
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
IT Service Catalog: Build a Service Taxonomy in 4 Easy StepsEvergreen Systems
IT Service Catalog - Service Taxonomy
What services do we offer? How do we organize them? How can we make them "customer-centric?" What is a good starting point?
Successful IT Service Catalogs have well-organized services. The services taxonomy, or framework is the key to organizing and managing your services effectively.
Please join us to learn how to build a good service taxonomy in 4 logical steps, as well as 3 key mistakes to avoid.
We will also briefly demonstrate our beautiful and innovative customer-centric IT Service Catalog (built on ServiceNow).
A large internet services provider who was experiencing rapid growth of their IT infrastructure had twin challenges. They needed to support IT without growing their IT staff, while also increasing the time spent on enhancing and improving services rather than “keep the lights on” activities. This is a condensed version of the analysis Evergreen Systems (www.evergreensys.com) performed to develop a roadmap and ROI to achieve their objectives.
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
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Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
How are Lilac French Bulldogs Beauty Charming the World and Capturing Hearts....Lacey Max
“After being the most listed dog breed in the United States for 31
years in a row, the Labrador Retriever has dropped to second place
in the American Kennel Club's annual survey of the country's most
popular canines. The French Bulldog is the new top dog in the
United States as of 2022. The stylish puppy has ascended the
rankings in rapid time despite having health concerns and limited
color choices.”
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The fashion industry is dynamic and ever-changing, continuously sculpted by trailblazing visionaries who challenge norms and redefine beauty. This document delves into the profiles of some of the most iconic fashion personalities whose impact has left a lasting impression on the industry. From timeless designers to modern-day influencers, each individual has uniquely woven their thread into the rich fabric of fashion history, contributing to its ongoing evolution.
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The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
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IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
Digital Marketing with a Focus on Sustainabilitysssourabhsharma
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How MJ Global Leads the Packaging Industry.pdfMJ Global
MJ Global's success in staying ahead of the curve in the packaging industry is a testament to its dedication to innovation, sustainability, and customer-centricity. By embracing technological advancements, leading in eco-friendly solutions, collaborating with industry leaders, and adapting to evolving consumer preferences, MJ Global continues to set new standards in the packaging sector.
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Tastemy Pandit
Know what your zodiac sign says about your taste in food! Explore how the 12 zodiac signs influence your culinary preferences with insights from MyPandit. Dive into astrology and flavors!
Service Catalog, Service Portfolio, Service Taxonomy - Big 3 of Customer Cent...Evergreen Systems
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: http://content.evergreensys.com/it-service-catalog-webinar-customer-centric-it-evergreen
IT Service Catalogs are dangerous. It’s easy to create hundreds of services, fast – with little oversight – and it will kill your Service Catalog initiative. Your customer will see it as inconsistent, complex and confusing – and stop coming. It doesn’t have to be that way. Evergreen shares best practices on creating and using a consistent Service Design Process. It actually saves time, simplifies your work, and gives you consistent quality. And it will make your customers happy.
Visit our website for the recorded webinar where we also demonstrate these best practices in our beautiful and innovative, customer-centric Service Catalog built with ServiceNow.
http://content.evergreensys.com/it-service-catalog-webinar-service-design-process
IT Service Taxonomy Essentials: Separate IT and Business Services Catalogs?Evergreen Systems
IT Service Catalogs and portals are proliferating. How many Service Catalogs do you need? Should you have separate IT and business service catalogs? What do you do when a service combines parts of both? How do you not totally confuse your customers? Evergreen shares how to create and manage a federated Service Catalog approach – enabling both a consistent service face to your customers and giving your IT teams the latitude they need to execute effectively. We also briefly demonstrate our beautiful and innovative customer-centric Service Catalog (on ServiceNow) – with our service taxonomy framework built in! Recorded event with live demo available at http://content.evergreensys.com/it-service-catalog-webinar-separate-catalogs-slides
Don Casson, CEO and Jeff Benedict, ITSM Practice Manager share best practices you can use to clearly define and communicate - who is the Customer and what are the Services? They also share how a service catalog taxonomy framework helps you organize and manage this as ONE team. You may download or playback the recording here: http://bit.ly/1BWnEkX #servicecatalog #servicenow #itsm
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
IT Service Catalog: Build a Service Taxonomy in 4 Easy StepsEvergreen Systems
IT Service Catalog - Service Taxonomy
What services do we offer? How do we organize them? How can we make them "customer-centric?" What is a good starting point?
Successful IT Service Catalogs have well-organized services. The services taxonomy, or framework is the key to organizing and managing your services effectively.
Please join us to learn how to build a good service taxonomy in 4 logical steps, as well as 3 key mistakes to avoid.
We will also briefly demonstrate our beautiful and innovative customer-centric IT Service Catalog (built on ServiceNow).
A large internet services provider who was experiencing rapid growth of their IT infrastructure had twin challenges. They needed to support IT without growing their IT staff, while also increasing the time spent on enhancing and improving services rather than “keep the lights on” activities. This is a condensed version of the analysis Evergreen Systems (www.evergreensys.com) performed to develop a roadmap and ROI to achieve their objectives.
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
How are Lilac French Bulldogs Beauty Charming the World and Capturing Hearts....Lacey Max
“After being the most listed dog breed in the United States for 31
years in a row, the Labrador Retriever has dropped to second place
in the American Kennel Club's annual survey of the country's most
popular canines. The French Bulldog is the new top dog in the
United States as of 2022. The stylish puppy has ascended the
rankings in rapid time despite having health concerns and limited
color choices.”
The Steadfast and Reliable Bull: Taurus Zodiac Signmy Pandit
Explore the steadfast and reliable nature of the Taurus Zodiac Sign. Discover the personality traits, key dates, and horoscope insights that define the determined and practical Taurus, and learn how their grounded nature makes them the anchor of the zodiac.
Profiles of Iconic Fashion Personalities.pdfTTop Threads
The fashion industry is dynamic and ever-changing, continuously sculpted by trailblazing visionaries who challenge norms and redefine beauty. This document delves into the profiles of some of the most iconic fashion personalities whose impact has left a lasting impression on the industry. From timeless designers to modern-day influencers, each individual has uniquely woven their thread into the rich fabric of fashion history, contributing to its ongoing evolution.
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
Introduction
The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
Digital Marketing with a Focus on Sustainabilitysssourabhsharma
Digital Marketing best practices including influencer marketing, content creators, and omnichannel marketing for Sustainable Brands at the Sustainable Cosmetics Summit 2024 in New York
How MJ Global Leads the Packaging Industry.pdfMJ Global
MJ Global's success in staying ahead of the curve in the packaging industry is a testament to its dedication to innovation, sustainability, and customer-centricity. By embracing technological advancements, leading in eco-friendly solutions, collaborating with industry leaders, and adapting to evolving consumer preferences, MJ Global continues to set new standards in the packaging sector.
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The Most Inspiring Entrepreneurs to Follow in 2024.pdf
IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers
1. The Enterprise App Store
Balanced Design Yields Happy Customers and
Automation of IT’s Work
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
• Balanced Design – beautiful customer self
service AND automation of IT’s work
– A design approach that gives you both
• Demo of Evergreen’s Enterprise App Store (built
on ServiceNow)
• Next Steps / Q&A
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 Strategic Focus – “User-Centric IT
Service Management”
4
About Evergreen Systems
Sample ClientsQuick Facts
5. What About the Customer?
Evolving…
IT’s Value
Customer Experience
5
6. How Do We Define a “Service?”
6
An outcome that meets a customer’s need
well enough to justify the purchase price.
7. 7
Services Balanced Design Principles
Customer
Experience
Execution
Effectiveness
Governance &
Accountability
Design From the Customer In,
Not IT Out
Design Management Needs
In From The Start
Give the Customer
What They Want to
Get What We Need
Build for the Providers Too or It Will Not
Work
8. 8
Services Balanced Design Principles
Customer
Experience
Execution
Effectiveness
Governance &
Accountability
• Simple
• Beautiful
• Complete
• Predictive
• Leading
Design from the Customer In, Not IT Out
Build for the Providers or It Will Not Work
Design Management Needs
In From The Start
9. 9
Services Balanced Design Principles
• 80/20 discipline for process re-engineer
& automate
• Core Services re-usable building blocks
• Standardize Offers / Pricing
• Do not make the customer do our work
Design from the Customer In, Not IT Out
Build for the Providers or It Will Not Work
Design Management Needs
In From The Start
Customer
Experience
Execution
Effectiveness
Governance &
Accountability
10. Give the Customer
What They Want to
Get What We Need
10
The Critical Customer – Provider Ballet
Customer
Experience
Execution
Effectiveness
Governance &
Accountability
11. 11
Services Balanced Design Principles
• Visibility
• Quality of Service
• Value and Cost of Services
Design from the Customer In, Not IT Out
Build for the Providers or It Will Not Work
Design Management Needs
In From The Start
Customer
Experience
Execution
Effectiveness
Governance &
Accountability
13. “Shop” Balanced Design
Customer Self Service
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Determine what is best for you
Place into shopping cart
Validate platform and operating system fit
IT Benefits
Customer information automatically populated on their login, including platform if available
No time spent guiding customer, discussing options
No manual shopping support actions
Ability to steer decisions without any IT interaction based on fit, degree of use, cost
Management gets data on customer preferences
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14. 14
“Buy” Balanced Design
Customer Self Service
Enter their desired purchase method and department code
Get clear, consistent validation and approval
Much faster and easier
IT Benefits
Ease of management routing and approvals of purchase – with no IT involvement
Automation of financial validity check
Automation of finance allocation to proper cost code
Automatically check inventory levels, update levels on purchase, notify software inventory
manager if under stock, update software asset mgmt. for customer / dept.
15. “Install” Balanced Design
Customer Self Service
Choose their preferred installation method
Can be using the software within minutes
If installation doesn’t work, customer can
easily open a support request
IT Benefits
Automated installation methods are touchless for IT
IT not involved unless there is a problem
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16. Strategic Benefits
• Enhance security / reduce shadow IT
• Change IT’s reputation & relationship with your customer
• Cost & product information changes customer behavior
• Simplify the software portfolio
• Improve IT management & insight
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17. 17
Evergreen’s Enterprise App Store
• Built with native ServiceNow
components (UI pages, UI
Macros, Style sheets, etc.) +
SCCM code
• Can be used within the
native catalog user
experience or as part of a
CMS based portal
• Over 150 sample software
titles are included
• Workflow activity definitions
assist with the creation of
custom software-based
workflows
18. Evergreen’s Solution Overview
Shopping
Experience for
browsing
software titles,
filtering based
on categories,
manufacturer
and easy to use
forms for
ordering the
software
Extensible
payment method
records can be
linked to
software titles to
handle
authorization
workflow as well
as posting billing
transactions
Extensible
distribution
methods,
including
workflows for
SCCM-based
software push,
software
download,
shipment and
pick-up
Ties into
software asset
management to
create software
assets, register
entitlements and
check inventory
as part of the
workflow
SCCM
Integration for
load of software
data and for
software push
included in
package.
Sample
integrations with
financial system
included
Payment
Methods
Distribution
Methods
License
Mgmt.
Shopping
Experience
Integration
Ready
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20. One-Day, Private Service
Catalog Workshop - $3,950
Arrange a private, deep-dive Enterprise
App Store or Service Catalog demo for
you and your team
Enterprise App Store special offer -
$67,500 installed if purchased by 12/31/14
Possible Next Steps?
http://www.evergreensys.com
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