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
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
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).
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
Boost your ITSM maturity with a service catalogAxios Systems
View the full recorded webinar here:
http://forms.axiossystems.com/spalding_september_reg_en
In this webinar, George Spalding, Executive VP at Pink Elephant, talks about how a service catalog can help you increase your ITSM maturity, and shares some of the secrets of a successful implementation.
Joe Beighley, Business Solutions Consultant at Axios Systems, shows you how a service catalog works from the business perspective, and how IT can quickly deploy a catalog that takes strain off the service desk and releases IT resources for innovation.
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
Best Practices for Implementing a Service Catalog and Enhanced ITSMhdicapitalarea
The Service Catalog is the end-user view into IT – a ‘Shop Window’ where IT can advertise the available services. Service Management is all about delivering and maintaining the IT services required by the Business to perform the operations of the organization.
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
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).
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
Boost your ITSM maturity with a service catalogAxios Systems
View the full recorded webinar here:
http://forms.axiossystems.com/spalding_september_reg_en
In this webinar, George Spalding, Executive VP at Pink Elephant, talks about how a service catalog can help you increase your ITSM maturity, and shares some of the secrets of a successful implementation.
Joe Beighley, Business Solutions Consultant at Axios Systems, shows you how a service catalog works from the business perspective, and how IT can quickly deploy a catalog that takes strain off the service desk and releases IT resources for innovation.
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
Best Practices for Implementing a Service Catalog and Enhanced ITSMhdicapitalarea
The Service Catalog is the end-user view into IT – a ‘Shop Window’ where IT can advertise the available services. Service Management is all about delivering and maintaining the IT services required by the Business to perform the operations of the organization.
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
How to build an integrated and actionable IT Service Catalogmboyle
This presentation provides a lower level of detail on how to build a n IT service catalog than provided by ITIL V3. It augments thinking in this area based on 25 years of building Service Catalogs
Personally designed (content + graphics design), officially accredited ITIL® Foundation courseware.
ITIL® is part of the AXELOS Global Best Practice Guidance.
Trademarks are properties of the holders, who are not affiliated with courseware author.
Defining Services for a Service CatalogAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=289
Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.
ITIL History
ITIL Transition from V3 to V4
Key Concept of ITSM
ITIL Dimensions and Principles
Service Value System (SVS)
ITIL Practices
ITIL Certification Schema
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
Service Catalog Essentials: 5 Keys to Good Service Design in IT Service CatalogsEvergreen Systems
Fresh thinking on IT Self-Service!
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.
Do you make lots of small services, or a few big, complex ones?...How do you decide?...Which do your customers prefer?
Please join us as we share best practices on creating and using a consistent Service Design Process – that addresses these issues and actually saves time, simplifies your work, and gives you consistent quality. And it will make your customers happy!
Full webinar recording with ServiceNow demo available at: http://content.evergreensys.com/webinar-it-service-catalog-good-service-design
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 & Request Fulfillment, the cornerstone of IT Service ManagementBMC Software
As your business embraces user self-service, so must your IT department embrace the service catalog. Service catalogs have become the heart of IT management as IT organizations seek to reduce call volume and improve user satisfaction. When embraced by IT and the business, a service catalog provides your customers a comprehensive view of your IT and business service offerings and enables the user to more seamlessly interact with IT and other aspects of the business. BMC Software and Pink Elephant review how adopting ITIL best practices for service catalog management and request fulfillment can help your IT organization
Standardizing Jira Service Desk in a Decentralized EnvironmentAtlassian
How do you get 500+ professionals across 100+ support teams to deliver services and support consistently together?
Join Kevin Jesse, Chief IT Architect, as he shares the challenges and successes that were faced with deploying ITSM in a highly decentralized environment. Learn how to efficiently scale IT Service Management (ITSM) with minimal customization using Jira Service Desk and Confluence, how to integrate multiple service desks, develop an all-encompassing service catalog, and change the culture for both internal and external customers.
Western Region Speaking Tour -- Service Catalog in ActionChris Dancy
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.
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
How to build an integrated and actionable IT Service Catalogmboyle
This presentation provides a lower level of detail on how to build a n IT service catalog than provided by ITIL V3. It augments thinking in this area based on 25 years of building Service Catalogs
Personally designed (content + graphics design), officially accredited ITIL® Foundation courseware.
ITIL® is part of the AXELOS Global Best Practice Guidance.
Trademarks are properties of the holders, who are not affiliated with courseware author.
Defining Services for a Service CatalogAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=289
Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.
ITIL History
ITIL Transition from V3 to V4
Key Concept of ITSM
ITIL Dimensions and Principles
Service Value System (SVS)
ITIL Practices
ITIL Certification Schema
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
Service Catalog Essentials: 5 Keys to Good Service Design in IT Service CatalogsEvergreen Systems
Fresh thinking on IT Self-Service!
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.
Do you make lots of small services, or a few big, complex ones?...How do you decide?...Which do your customers prefer?
Please join us as we share best practices on creating and using a consistent Service Design Process – that addresses these issues and actually saves time, simplifies your work, and gives you consistent quality. And it will make your customers happy!
Full webinar recording with ServiceNow demo available at: http://content.evergreensys.com/webinar-it-service-catalog-good-service-design
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 & Request Fulfillment, the cornerstone of IT Service ManagementBMC Software
As your business embraces user self-service, so must your IT department embrace the service catalog. Service catalogs have become the heart of IT management as IT organizations seek to reduce call volume and improve user satisfaction. When embraced by IT and the business, a service catalog provides your customers a comprehensive view of your IT and business service offerings and enables the user to more seamlessly interact with IT and other aspects of the business. BMC Software and Pink Elephant review how adopting ITIL best practices for service catalog management and request fulfillment can help your IT organization
Standardizing Jira Service Desk in a Decentralized EnvironmentAtlassian
How do you get 500+ professionals across 100+ support teams to deliver services and support consistently together?
Join Kevin Jesse, Chief IT Architect, as he shares the challenges and successes that were faced with deploying ITSM in a highly decentralized environment. Learn how to efficiently scale IT Service Management (ITSM) with minimal customization using Jira Service Desk and Confluence, how to integrate multiple service desks, develop an all-encompassing service catalog, and change the culture for both internal and external customers.
Western Region Speaking Tour -- Service Catalog in ActionChris Dancy
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.
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 management, also known as ITSM, is essentially the process by which IT professionals manage the end-to-end delivery of IT services to clients. This comprises all of the processes and activities involved in designing, developing, delivering, and supporting IT services.
“How to Make ITIL Work To Your Benefit”
Learn how the St. Edward’s Professional Education’s ITIL training program can help your organization improve your IT service management using ITIL with traditional instructor-led training.
Now more than ever, IT is expected to take customer satisfaction to higher levels, while keeping costs down. Enter the Service Catalog. Implementing a service catalog will not only improve the relationship between customers and IT, it can also help IT better align with the needs of the business.
During this session we’ll explore:
• What is a Service Catalog
• How a Service Catalog can improve the relationship between IT and customers
• How a Service Catalog can help IT align with the business
• Key considerations for a successful Service Catalog implementation
Although the Cloud is now mainstream for many large Enterprises, organisations who truly aim to maximise the value of their cloud platform also focus on refactoring the model by which they operate their IT. In this session you will learn about the latest developments in operations within the cloud, including operational processes, architecture, governance, organisation structure, and monitoring tools to maximise agility. This session will highlight the features of a Cloud-enabled IT operating model and how AWS customers benefit from delivering a new approach to IT.
Speaker: Andrew Mitchell, Solutions Architect, Amazon Web Services
Featured Customer - NAB
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
The Power and Promise of SaaS: CA Cloud Service Management Case StudyCA Technologies
As we move to the application economy, companies are increasingly reviewing their portfolio of solutions to help ensure that they are deriving the promised efficiencies and value.
This presentation provides an informative look at how one company is leveraging cloud-based solutions to improve the overall effectiveness of their IT service management operations.
For more information on Management Cloud solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
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It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
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Explore the world of the Taurus zodiac sign. Learn about their stability, determination, and appreciation for beauty. Discover how Taureans' grounded nature and hardworking mindset define their unique personality.
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Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
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RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...
What is a Service Taxonomy and Why Do I Need One?
1. Service Taxonomy Essentials:
What is a Service Taxonomy & Why Do I Need
One?
AKA…Use a Service Taxonomy to Manage Your IT Services
(Plus TIPs for Success & Pitfalls to Avoid!)
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
• What is a Service Taxonomy & Why Do I Need
One?
• X Mind Service Taxonomy Demonstration
• Evergreen’s Self-Service Catalog & Portal (built
on ServiceNow) Demonstration
• 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. 7
Useful Grounding
Service
A means of delivering value to customers by facilitating outcomes customers want to achieve without the
ownership of specific costs and risks.
Service Request
A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For
example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually
handled by a Service Desk, and do not require an RFC to be submitted. Every Request is related to a Service.
Requests are transactional in nature.
ITIL def…
Service Taxonomy
A framework for organizing, labeling & managing Services. The framework ends where Services begin.
Typically made up of a 3-4 level hierarchy, but more or less can be used as needed, area by area in the
taxonomy.
8. 8
What is 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
A Taxonomy is the practice and science of
classification of things
The Dewey Decimal System is an excellent example of a taxonomy.
Over 150 years old, it is still in use today at over 200,000 libraries.
9. 9
Benefits of a Service Taxonomy
CONSISTENCY
CLARITY
SIMPLICITY
ALIGNMENT
REUSE
13. Taxonomy Hierarchy – Standard Model
13
Service
Taxonomy
Category
Service
Service
Request
Sub
Category(ies)
Service Family
Service
Offering
Taxonomy Framework
Service / Service
Offering
Service Request
14. Taxonomy Hierarchy – Example
14
Service
Taxonomy
Datacenter &
IT Ops
Oracle
Windows
Silver, Gold,
Platinum Add,
Change,
Remove
Platform
Database
Oracle for
Windows
Taxonomy Framework
Service / Service
Offering
Service Requests
Oracle
15. 15
TIP - Start With a Common Understanding
What is a Service?
What is a Request?
Who are the customers?
Who are the providers?
What really matters?
What does everyone need?
How do we measure it?
17. 17
TIP – Follow Good Framework Practices
1) try to target 7- 8 or less items per category
2) try to limit the number of hops from category to
actual service from 3 - 5
3) going broader at the end is ok
4) work to simplify, use few words, define in the
customer’s language
Category Group
Sub
Group Service
Service
Family
18. 18
TIP - Use a Visual Tool
Labels are for the
Customers
Framework is for
the Providers
See Services
“hanging” off the
Framework
19. 19
TIP – Use Configuration Management for Services Sanity
Build reusable Service modules
Combine them to create new
Services
Manage each Service as a
Configuration Item (CI) to give you
accountability
20. 20
3 Pitfalls to Avoid
IT navel gazing
don’t go all “wild west” on it
don’t claim victory too early
23. One-Day,
Private Service
Catalog Workshop
$3,950
Demo our Self Service Catalog & Portal yourself!
Possible Next Steps?
http://www.evergreensys.com
23
See how our
graphical Service
Taxonomy Designer
works
Get a copy of our Service Taxonomy
Definitions & Best Practices Guide – reply
via e mail
24. 24
• Questions?
• Thank you for your time.
www.evergreensys.com
marketing@evergreensys.com
Wrap-Up
Editor's Notes
Hello all and thanks for joining us!
I am Don Casson, CEO of Evergreen and with me is Jeff Benedict who heads up Evergreen’s ITSM practice, and leads our Innovation efforts.
If you are new to our webinar series, welcome. If you are a past attendee thanks for joining us again. Our goal is to share valuable information & insights you can use in your planning and activities right now. The topic we will explore today is, What is a service taxonomy & why do I need one?
Here is our agenda-
After a very little bit about Evergreen, we will dive into our topic.
Beyond that we will briefly demonstrate our visual taxonomy, and our always evolving view of a very advanced, self-service catalog & portal experience, built on ServiceNow.
Then we will answer questions if you have any.
Evergreen is a US based consulting firm and we have worked with hundreds of mid market, Fortune 1000 companies and public sector organizations to improve their IT Service Management execution.
We are a full lifecycle firm, or in the words of one customer, “you have both process and technology in one company.”
We are one of the top 5 US ServiceNow partners and have over a decade of domain experience in each area of the ServiceNow portfolio, but we view all of this from a perspective of customer centric IT Service Mgmt.
At Evergreen we think Traditional ITSM thinking is wrong, because it puts the customer last! Hard to believe but true.
How can this possibly happen?
First – we have walls around our thinking we don’t even see. “ This is how its always been done” – so we don’t think to challenge it.
Second – we don’t know how to put the customer first. What are the best practices? How do we build it? So we put them in phase 3.
Third – we DO know traditional Incident – Change & Problem REALLY well – so we do what we’re comfortable with.
Unfortunately, its wrong.
We need to start with the customer. If we do it will change what we do.
In Incident – rather than thinking about how to handle Incidents, we will focus instead on how to eliminate or prevent the customer from having to contact us in the first place.
In Change Mgmt. – rather than always thinking about managing change – instead we will think first about how to eliminate or streamline changes.
Knowledge becomes Search & Learn – a place for powerful, social self enablement – rather than a tired afterthought.
Start with the customer and it changes what you do!
As we often do, starting with some ITIL definitions can help. You’ll notice black and green text. The green text is where we extended the definition to provide needed clarity.
Services are consumable, durable in nature and are provided on an on-going basis. Services carry expectations around availability, hours of service, and support & remediation. Services are managed as CIs in the CMS, typically stored in a CMDB. Services are under Change control.
Requests are transactional - once complete they are done, versus Services that are on going. Providing Oracle database to a customer is a service. Asking for access to the Oracle database is a request.
There is no ITIL def for a Service Taxonomy, so we had to borrow one. According to dictionary.com, a taxonomy is the science or technique of classification. So for us a service taxonomy is the science or technique of classifying services.
You can see how the layering of services and customers could quickly give rise to a large number of services and combinations of services. As the providers, you can also see how easy it is to get lost in the volume.
A Service Taxonomy is a logical, repeatable way to classify the services we offer, as well as the ones we might want to offer. The taxonomy of homo sapiens here is a pretty good type of taxonomy model for IT Services – the classification goes from very broad to specific, from millions to few. The 140 year old Dewey decimal system is another good taxonomy example, in use at over 200,000 libraries today. Could you imagine trying to find a book or manage a library without it?
Most taxonomies organize things into logical categories, groups, and even sub groups as the classification gets more specific. Taxonomies don’t have to be hierarchical groups, they can be alphabetic listing of things as well. The best type of taxonomy for you is the type that is most useful in creating and managing the services you want to offer.
So what are the benefits of having a Service Taxonomy?
Here are 5 good ones.
Since we will have a number of constituents - customers and providers - with varying interest in building and maintaining our taxonomy, having a commonly understood way to group & classify items helps in the CONSISTENT definition & categorization of services.
This consistency also brings CLARITY amongst the constituents as a strong, general, group understanding of the use of the framework develops.
Being able to “see” and handle the framework easily from high to low helps to “shine a light” on redundant or unnecessary services thereby SIMPLIFYING the Service Catalog as well as ensuring individual services are built in the most simple, reusable way.
A well understood classification system makes it much easier to ALIGN services in logical groups – helping to eliminate cultural or organizational biases.
A clear, consistently understood framework with its attendant services makes it easier to identify services or sub services that can be combined to create new services – driving up beneficial REUSE.
At the highest level the framework should capture the broadest view of what you see as potentially within the scope of your effort. Of course the taxonomy can be grown or shrunk later – it is never locked down. But it is easier to start with a broad view as there is no downside to it. You don’t have to use all of it right away, and you will minimize re-classification efforts downstream that could come from changing the taxonomy.
The parts of a taxonomy are meant to be parts of a whole. Here is a simple example of a broad framework covering Line of business services, shared services, and two types of IT service categories.
http://www.evergreensys.com/servicenow-enterprise-service-taxonomy-framework
As mentioned, we break IT services into two groups – customer facing and internal IT. You don’t have to follow this convention, but these are often mixed together – which can confuse everyone. Here you also see one of our service taxonomy principles – that “the taxonomy labels are for the customer, and the framework is for the providers.” A service can be presented to a customer many different ways. It may be in a “what’s new” flashing icon, or in a list of “people who like this also like this” services. It isn’t just found by drilling down the taxonomy. But any section of a taxonomy is targeted at a particular customer set – and since we want to think like the customer, then the labels in that section should be in the customer’s language – not the provider’s. If you look at the 2 categories above – you can see the difference in the labels for the two groups.
What do we mean when we say the framework is for the providers? It is the way the providers can understand the breadth and depth of services, and combinations of services offered. If you have 300 services – could you really understand a numbered or alphabetical list of them? It would be too hard. So the framework is for the providers – to help understand the services and combinations offered logically – to avoid creating redundant services, to better combine existing ones, and to ensure that services are aligned with the right customer.
Another Evergreen principle is “We all have services, and we all have customers.” Here is a view of that conversation from a Visual Service Taxonomy perspective. At the top IT is providing an Infrastructure, or Internal IT service from the category business continuity, in support of an application - SAP. The customer for the service is the IT employee who owns the app SAP. That IT employee provides the service we are calling “SAP application” to his customer the finance department, in this case, at a college. The college finance department provides the service “collect amounts owed” or “pay your tuition online here” to their reluctant customer – the college student.
A Taxonomy can have as many levels as make sense in any given section of the framework. One area may only have two levels of classification while another may require five. The guiding principle is customer centric – what is the way the customer would expect to see it? As a general rule of thumb – if any area exceeds 7-8 items, it makes sense to further refine with another level, as the number of choices becomes too broad to easily see & understand.
Remember, the Taxonomy is only a framework for organizing, and ends where Services begin. To help better see the distinctions we have color coded Taxonomy purple, Services orange, and Requests green.
Here is an example - let’s assume we have 6-7 different flavors of Oracle service – Windows, Linux, HP UX, etc. As you can see Oracle is a Service Family. This is because Oracle alone is not a Service – it is not consumable. Oracle for Windows is a Service. In this example - we also have three different Service Offerings for Oracle for Windows - silver, gold and platinum. Last you see Requests, which are actions – often some form of add, change or remove.
We previously did a Webinar with 4 specific steps to building a Taxonomy - which you can access from our website if you like. So to change it up, instead, I’d like to highlight some key tips for success.
Start with a common understanding. I know many of you have had ITIL training. I bet you found it much easier to discuss ITSM principles with co-workers who had also been through ITIL training. The same thing is true for moving from a technical, inwardly focused IT organization to a services based, customer centric organization. Building a common understanding of key terms with your team is essential for success.
Creating a single, broad taxonomy early on is critical. As mentioned, at the highest level the framework should capture your broadest view. It is completely fine to create multiple, different service catalogs inside a single, broad taxonomy. For example, the category HR would have a service catalog with services that are logically seen as HR services in the eyes of the customer. The same would be true for Customer Facing IT Services.
Here are some good general framework practices to follow.
Try to target 8 or less selections per category, and try to limit the number of hops from highest level category to actual service in the 3-5 range. These two trade off each other as the schema is a balancing exercise in breadth and depth.
Going broader at the end is not all bad – you might even have 10-15 items (services) under a sub group. Because you are drilling down to the customers real focused interest level, they will be ok with more options.
Then work to simplify, use as few words as possible, and define the services in the customers’ terms.
We use a visual mapping technology called X Mind. Its powerful, easy to use and inexpensive. A visual approach allows you to work effectively as a group, to better understand the range and types of services offered – even as services reach into the hundreds.
It helps you “see” where a new service type in one area might also be valuable in another area. It makes it easier to prevent duplication of services you already have – driving up re-use of existing services, and enabling you to see where combining existing services can more easily create a new service, rather than designing each new service individually from start to finish.
It is important to apply a building block mentality to constructing services, then combine the blocks to create new services and variations of existing ones. If all your services are single threaded, custom built – they will be very expensive to create, impossible to maintain, and confusing to your customer. Think about Amazon – what would it be like if every Amazon department had its own checkout procedure?
But this idea has challenges too – any service module, say for example “financial approval process” could be used in hundreds of services. So Service Configuration Management is mandatory, with each service being managed as a configuration item (CI), and mapped into any combined services of which it is a part.
I know the CMDB has a reputation as a solution in search of a problem. This is a great use for it. It is important to look past that reputation and use it for managing your services, or you will get lost.
There is an old saying – “we have met the enemy and it is us.”
It is true that the big pitfalls are frequently the ones we create ourselves – out of our inherent “IT nature.” We often don’t even see them.
IT navel gazing is looking IT out rather than customer in. You cannot design services customers want and need if you don’t talk to them. Start and sustain a dialogue with key customers as you go down the services path – make it a part of the process you follow for success.
don’t go all “wild west” on it. In IT if some is good, more is better. When we have a new, exciting idea we go gangbusters. We can build a lot of stuff fast, so we could build hundreds of “rifle shot” services quickly – with no consistency, discipline, or reuse. Then we would have a confused mess. Slow down, be premeditated, build with enterprise durability in mind.
don’t claim victory too early. A taxonomy is challenging because in some ways it is a new way of thinking, with some new terminology. Even so, it’s the easy part – building the service offerings and delivering the services well, in a way customers love them,… that’s the hard part.
OK, now comes my fun part. They don’t let me demo much of anything here – but I do get to demo our taxonomy solution.
If you found this interesting and wonder what might be a logical next step, here are a few options.
If you are interested in our advanced Self-Service Catalog & Portal, it is available as a self-service demo. You can get your own login on our website – follow the front page banner.
Or perhaps you are considering a broader Service Catalog initiative but aren’t sure where to start. Evergreen offers a one day, private Service Catalog Workshop on your site for up to 15 attendees. It educates your team and creates a common language and direction. You can save months of effort in consensus building and get your program moving. We feel like it’s a real value at less than 4 thousand dollars, including travel.
If you are looking for a better way to organize services – you can access a short demo video of our Service Taxonomy Mind Map application on our website.
Last –here’s a webinar special! If you would like a copy of our Service Taxonomy Definitions and Best Practices Guide – just reply via e mail and we will be in touch to get it to you.