service catalog, service portfolio, service taxonomy - big 3 of customer centric it
TRANSCRIPT
The Big 3 of Customer Centric IT
Service Catalog – Service Portfolio – Service Taxonomy
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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: [email protected]
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: [email protected]
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Today’s Agenda
• About Evergreen• The Big 3 of Customer Centric IT • Evergreen’s Self Service Catalog & Portal (built
on ServiceNow)• Possible Next Steps / Q&A
• 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”
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About Evergreen Systems
Sample ClientsQuick Facts
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Traditional ITSM – Where’s the Customer?
Incident
Change
Problem
Knowledge
Self Service Catalog & Portal
Start!!
2 Years Later…
Here I am!
How Can This Even Happen?
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Start With the Customer – Change What You Do
Self Service Catalog & Portal
Change
Problem
Knowledge
Incident
The Customer is a “Litmus Test” of Real Value
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Who Cares About Customer-Centric IT?
Find out what customers want & needBring clear value to the businessDrive employee effectiveness & creativityFuel competitive differentiation / speed to marketTransform IT from silos to services
Give customers great self-serviceAdd value every day by leading the customerEnable customer cost & service tradeoffsSimplify & improve IT work
• Make customers happy• Deliver more & higher value every day
••
CIO
Service Manager / Director
Service Team
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The Three Constituents of a Service
Customer Experience
Execution Effectivenes
s
Governance & Accountability
Customers
ProvidersManagers
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Big 3 of Customer Centric IT
Service Catalog
Service TaxonomyService Portfolio
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Service Catalog – What It Is
All services actively offered to customers
today
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Service Catalog – How It Fits
Service Catalog
Service TaxonomyService Portfolio
Provides Feedback on Presentation of Services
Helps Expose Holes / Redundancies in Services
Shelf Stock for the Service PortfolioPrimary Customer Interface
Helps Portfolio Decision Making / Planning
Service Catalog – Why It Matters
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Primary Source of Customer Interaction• It Feeds:
• Quality of service• Bill of IT• Business alignment• IT portfolio alignment
• Both Responsive & Leading• Innovation Circle & Test Bed• Breaks IT’s Inward Focus
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Service Portfolio – What It Is
Full lifecycle services management system
From cradle to grave
Service Catalog is an output of the Service
Portfolio
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Service Portfolio “Factory” Thinking
consider build modify retire
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Service Portfolio – How It Fits
Service Catalog
Service TaxonomyService PortfolioLifecycle Approach Keeps
Taxonomy RelevantConsistent Service Design Feeds
Identified Reuse More Easily
Service Factory Feeds the Catalog “Showroom”Ensures Consistent, High Quality Services
Gives Catalog Ability to Lead CustomersCreates Differentiable Service Offerings
Service Portfolio – Why It Matters
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• Strategic Core for Service Design & Delivery• Balances Needs - Customer, Provider &
Manager• Primary Engine of IT for:
• Quality of service• Cost alignment / bill of IT• Business alignment• IT portfolio alignment• IT strategic value & innovation• Transformation of IT
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Service Taxonomy – What It Is
Classification of things – often from general to specific
Generally organizes things into groups
Includes the principles underlying the classification
Parts of a whole
Parent - child relationship can be multi-parent
THE PRACTICE & SCIENCE OF CLASSIFICATION OF SERVICES
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Broad Service Taxonomy
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IT Services Taxonomy
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Service Taxonomy – How It Fits
Service Catalog
Service TaxonomyService Portfolio
Exposes Holes / Redundancies in PortfolioSimplifies Portfolio
Helps Drives Service Reuse & Consistency
Key for Providers to “Understand” Services OfferedProvides Visible Services Framework in CatalogCompass for Consistency, Reuse, Simplicity in
Services Offered
Service Taxonomy – Why It Matters
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• Telemetry for Providers to Ensure Quality Customer Services:
• Consistency• Simplification• Appropriate variety• Manageability
• Helps Customer & Provider Equally• Framework Eases Extension Beyond IT
Into Shared Services
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Big 3 of Customer-Centric IT
Service Catalog
Service TaxonomyService Portfolio
Platform for Enterprise Service Enablement
Compass for Customer / Service AlignmentLinks IT & the Customer
Strategically
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Evergreen’s Self-Service Catalog & Portal
Demo
POWERED BY SERVICENOW
One-Day, Private Service
Catalog Workshop $3,950
Demo our Self Service Catalog & Portal yourself!
Possible Next Steps?
http://www.evergreensys.com24
See how our graphical Service Taxonomy Designer works
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• Questions?• Thank you for your time.
Wrap-Up