IT Service Management

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The backbone of your IT infrastructure

IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.

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Catalog or IT Portal: Putting Catalogs in Context of Interfacing w/ the Business When some organizations talk about “service catalogs,” what some of them really mean is “service request catalog” or even “employee self-help.” The service catalog and the service request catalog are typically critical components of an IT Portal that facilitates a wide array of interactions at all levels between the business and their IT service provider.

This session will discuss the relationship between these catalogs as well as other artifacts and managing the interfaces with the business at the operational, tactical and strategic levels via an IT Portal on the intranet. How can we more effectively serve our users and customers by managing such a portal and leveraging well-constructed catalogs? Imagine the possibilities.
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Apr 10 2014
46 mins
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  • When some organizations talk about “service catalogs,” what some of them really mean is “service request catalog” or even “employee self-help.” The service catalog and the service request catalog are typically critical components of an IT Portal that facilitates a wide array of interactions at all levels between the business and their IT service provider.

    This session will discuss the relationship between these catalogs as well as other artifacts and managing the interfaces with the business at the operational, tactical and strategic levels via an IT Portal on the intranet. How can we more effectively serve our users and customers by managing such a portal and leveraging well-constructed catalogs? Imagine the possibilities.
  • In this session, long time industry experts Torrey Jones will discuss and demonstrate a Best Practices approach to Service Catalog utilizing HP’s newest SaaS Offering, Service Anywhere. As part of this discussion and demonstration, Torrey will cover how automation can help drive user satisfaction, and positively impact users adoption of a Service Catalog.
  • Standardized service-catalog offerings are an effective way to give cloud consumers instant access to services they want - while still keeping the necessary corporate controls in place.

    Attend this webinar to hear how IT executives can use service catalogs to elevate the business value of cloud-driven enterprise initiatives.
  • A Service Portal is typically a website that hosts service catalogs, request catalogs, related content, feedback methods supporting ideas and complaints, and shopping cart styled order fulfillment procedures. It also acts as the public face of a service business or service provider organization, such as an IT department.

    Traditional IT Service Management initiatives call for some of the elements of a portal to be developed, such as a service catalog, and it’s been habit to design and develop these from the inside-out, from the perspective of the provider, with negative consequences to the customer experience, IT brand image.

    In this presentation we shall explore the approach used by successful service businesses in designing a service portal from the outside-in, from the perspective of the customer, ensuring ease of use and a suitable service experience. Other topics will include:

    - Common mistakes and myths associated with ‘service catalogs’;
    - The functional elements of a service portal and the five design planes;
    - The key concepts of persona, consumer scenario and story in portal design;
    - The role of a ‘service safari’ in understanding the basic needs of customers;
    - How to configure the portal with a knowledge base and request management capability;
    - The organizational consequences of an outside-in approach.
  • Do you struggle to get people to use online service catalog? You are not alone! Driving user adoption can be challenging. Today, for many organizations the value of service catalog is elusive and even when implemented successfully, its full value is not realized.

    Join us in this insightful discussion that is sure to help you double your service catalog adoption.
  • A lot of people have said many things about Service Catalogue. But what is the reality? Has the Service Catalogue, as defined by ITIL V3 in 2007, been able to keep up with the demanding, highly tech-savvy, consumerized workforce? As a leading Service Catalogue tool vendor, we see these realities first hand… and we believe the ITIL V3 Service Catalogue is nearing its end!

    This may sound strange coming from a Service Catalogue vendor, but we have seen a definitive shift in focus and we feel this is a game changer. So join Biomni’s CEO Angus Gregory and ITSM commentator Rob England (aka @TheITSkeptic) for a lively debate on what the world’s leading IT organizations are actually implementing and the business value that they are driving for IT and the businesses they support.
  • In this presentation, Greg Sanker will show you how to go from 'taking tickets' to managing service requests by implementing a basic ITIL Request Fulfillment process in your Service Desk. From personal experience, the presenter will show how basic Request Fulfillment can improve customer service even if you don't have a Service Catalog.
  • A service catalogue does more than simply list the IT services an organisation provides. It helps IT engage with its customers and build and maintain relationships. It helps to establish boundaries and to set expectations. It helps to transform IT to a service lead organisation. It helps IT to find solutions, contribute to the bottom line and demonstrate business value.

    The service catalogue should be a ‘living’ catalogue where services and support levels can be added and removed as required. Requests for new services, when approved, need to be incorporated into the service catalogue. Listing to the business and its technology needs, now and upcoming, will better align IT with the business, helping the service desk to show real business value and helping to position the service desk as a true business partner.

    To make this happen, alongside the service catalogue should be a detailed plan outlining the Change Management and Request Management process.
  • Join this webinar and learn why consistency is the hallmark of an effective, agile organisation. With thousands of moving parts, ensuring that every user, every system is being managed consistently is critical. This webinar will show you how a best practice IT systems management software effectively defines, manages, applies and enforces IT policies across groups of machines.

    A state-of-the art Policy Management system streamlines the process of creating, setting and remotely applying IT policies to groups of systems across a distributed organisation. Administrators need to be able to view all policies from a single dashboard, customise them and assign them based on organisation, group, machine type, platform or any dynamic view of machines to ensure all systems are in compliance. By automating management by policies and enforcement, administrators can then take immediate action to remediate any system that is not in compliance.
    Benefits of a modern Policy Management system are:

    • Ensure distributed systems are in compliance with IT policies or recurring services
    • Streamline the process of applying and updating policies to multiple machines based on organisation, group, department or dynamic view
    • Achieve greater confidence that distributed systems are secure and in compliance
    • Manage policy enforcement of multiple groups of machines, applying varying and nested policies depending on security risk, business use or service level
    • New machines can automatically inherit policy settings without any intervention
  • Are you interested in knowing how an online shop is managing the logistics involved in delivering your order in time? Do you order your goods three days later if you see that its status is set to "unavailable"? Do you buy services which are described unclear and nebulous in your private life?

    For many IT organizations, the Service Catalog is just the next CMDB nightmare. Yes, because the CMDB itself is simply a repository of relationships that has minimal value. The true value is in understanding how these relationships impact IT and business services.

    But your Service Catalog Portal is your single point of information for your service customers. So tune in to this webinar as Martin Pscheidl, Chairman of itSMF Austria and Manager of the KPMG IT Advisory helps you see how taking both a bottom-up and top-down approach will help you reach the point which perfectly aligns with what your customer wants and needs.

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