What is the first step in building a successful Service Catalog? Define Your Services. This session describes the anatomy of a service which is used as a guide to identify, understand and document IT services that support the core business outcomes. You’ll learn how to use the guide to define a service. Once you have a clear picture on how to define the services, then you move to categorizing the services and identifying the type of service attributes that need to be captured in the Service Catalog. Developing a Service Catalog can seem like a monumental task. Troy will teach you a step-by-step approach to getting started.Read more >
The Five C's of Service Catalog Management: Customer, Communication, Commitment, Change, and Culture
While the Service Catalog is one of the most important tools to understanding the value of a service provider, many implementations fail to tackle the important aspects of adoption. This session uncovers the critical role that the service catalog plays in organizational change. We will explore the important and often overlooked five C's of Service Catalog Management:
* Developing a stronger understanding of the customer
* Communication strategies
* Establishing commitment from all stakeholders
* Integrating the catalog into the change management process
* Moving to a service-based culture
Know you need a service catalog, but not ready for a full IT service management (ITSM) program? This webinar will present a practical approach to "reverse engineer" the core elements of a service catalog. ITSM practitioner Greg Sanker will explain how every organization has 'services' whether they know it or not. He will show how to identify your services and create plain-language service descriptions, which help create clarity and form the basis of a functional service catalog.
Greg will show how to bypasses cultural resistance to the "we need a service catalog" approach, and actually create demand (and buy in) for a basic service catalog.
What does it really take to make the execution of a service catalog a success? And what is it that the ITIL framework doesn't tell you?
Find out in this practical and useful webinar with Ivanka Menken. Ivanka has authored over one hundred books including of some of the bestselling IT Service Management books of recent years. She writes a highly popular IT Service Management blog and is the founder of The Art of Service, a fast-growing IT Service Management education company.
In October 2010, the itSMF USA Awarded Ivanka with the highest Professional Recognition for IT Service Management: Distinguished Professional in Service Management (DPSM CM).
Her irrepressible speaking style and no-holds-barred blog have helped her create a large following around the world.
Service catalogs have become more established in business as a B2B channel but why are customers still frustrated by them and why are service providers not making the resource savings they expected?
In this service catalog webinar, we'll be lifting the lid on what the service catalog represents and how to align what we find more closely to the needs of business.
Everyone seems to agree the Service Catalog and the Service Portfolio are important, perhaps the foundation of IT Service Management. But there is still much discussion about what they even are. At first, the "service catalog" was a list of applications and infrastructure services. Then, it became the basis for service request management, and started looking like an Internet shopping cart. ITIL v3 attempts to clarify the distinction between the Service Portfolio and the Service Catalog, but there is still confusion in the IT industry. Is the Catalog part of the Portfolio? How are they related? What do things like the HR System have to do with ordering a new laptop? Some services have a beginning and end; others always exist - they are never retired. How do services with no beginning or end have a Service Lifecycle? Do we want services with no lifecycle in the portfolio? Do we need to force fundamentally different things into a common list?
This panel will present various approaches to thinking about and structuring these foundational IT concepts, based on the panelists' experience and research.
For many years now, the idea of IT Industrialization has been circulating in the IT sector. Nevertheless, the transformation has just begun and will be facing major challenges in the next few years. Recently, the application of the IT Infrastructure Library (ITIL ®) has had a significant impact on the implementation of ITSM and the streamlining of IT business processes.
But standardization in the manufacturing industry is not merely about the standardization of production processes, but rather the standardization of products and the product portfolio. It is this very aspect that has not been completely in focus yet. A service catalog is not enough.
· Away from build-to-order - the change from project orientation to product orientation
· Product and service design – a best-practice methodology provides the solution
· Service Management in five steps
The Service Catalog is a fantastic opportunity to highlight the great things that IT can offer its business customers. Positioning and packaging the genuine benefits of IT’s solutions is a critical step forward for any IT organization wanting to improve business alignment. Yet how do we ensure the catalog is focused on solving the customer’s problem? Are we getting sidetracked in prioritizing catalog content to emphasize policies, ordering & request procedures, support terms & conditions and escalation options? How do we focus the catalog on IT services that the customer really needs? How do we enable the Service Catalog to be the acquisition portal-of-choice for brokered IT services as well as internally provided IT services?
Join Bill Keyworth, IDC Adjunct Research Advisor, as he addresses all of these questions and more.
Have you been challenged to justify the investment of time and resources needed to define a Service Catalog? Have you been asked what will the Service Catalog enable within your organization – beyond just having an authoritative source for service descriptions? In this session, Doug Tedder discusses five pretty darn good reasons for defining a Service Catalog.Read more >
The way we purchase has come a long way since the good old days. What used to be a cash based transaction was soon replaced by newer payment methods like wire transfers, plastic money, Bitcoin, Square, Apple Pay, etc. But enterprise service request management has remained the same even as consumer technology has evolved drastically.
The App Store model has redefined the way we consume services. All it takes to purchase a new service is a tap of the thumb – the preferred method to purchase within the confines of your home.
So what can we, as IT leaders, learn from the App Store to make the service request catalog experience better?
Cloud computing is here to stay, but it fundamentally challenges many concepts from ITIL, including service catalogs. One key challenge is how to make the structure of your catalog suit the different types of cloud services, whether you are a service provider or a service consumer. Selecting the correct type will help you to make your catalogs add value in a diverse, dynamic, multi-supplier environment.
This session will give you some tips, challenge your thinking, help you to get maximum benefits from service catalogs for the cloud.
Implementing a service catalog isn't a simple "painting by numbers" as the ITIL framework and ISO standards leave large areas for interpretation. This presentation touches on the most obvious success factors of a service catalog implementation: communication, contacts, consistency (and more).Read more >
As an ITSM professional with over 30 years experience in IT, Mike will discuss the importance of collaboration and coordination among all work groups in the creation of a Service Catalog and share the challenges he faced as a Process Owner.
In this session, Mike will cover:
- Why management support is essential
- The process of establishing an effective team
- How to utilize project management principles
- Defining services: Taking the time needed to do it right
- How a maturity model was used in his process
- Tool selection: Consider all options
- How to keep the momentum going
We’ve assembled a panel of experts who will try to answer as many of your questions as possible. Whether you want knowledge gaps filled, a plain language explanation of best practice, practical advice and guidance which you can apply, suggestions on how to address an issue, or anything else relating to the service catalog – bring your questions.
Matthew Burrows, itSMF UK
George Spalding, Pink Elephant
Marianna Billington, itSMF International
Jim Blayney, FrontRange
Barclay Rae, Barclay Rae Consulting
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.
This service catalog webinar will help attendees to clearly understand:
•The purpose of service catalogs
•Service catalog definitions
•Approaches to their design and practical implementation
Join presenter Mike Kyffin, Technical Business Consultant at Cherwell Software in this live webinar. As the former Global Service Desk Manager for Dolby Laboratories, Mike was responsible for the planning and delivery of their corporate service catalog. Mike now uses this practical experience to help companies on a day to day basis with their service catalog design and requirements.
It’s great fun watching people learn new skills from scratch, literally how to put one foot in front of another, even when they are already famous or skilled in other areas. There’s not much practical help available on how to do service catalog, so there are a lot of ‘free style’ service catalogs being created out there.
This service catalog webinar will provide real life practical guidance on setting up and running a service catalog. Where to start? What’s the value? What sort of documents do we need, who needs to be involved? How do we sell this to the organization? What are the issues we can expect? How do we overcome them? How would we identify and measure success? Where can we find more useful information?
This session sets out the ‘how to’ for service catalog in simple steps with practical guidance from industry expert Barclay Rae, who has designed and implemented a number of service catalog projects over the years. The session is suitable for newcomers and those who are working to develop and implement service catalog projects alike.
Providing a service catalog is a high value but always challenging task. It is even more challenging when IT has been outsourced to multiple external suppliers. This presentation will address the base requirements for having an external supplier manage your service catalog as well the unique additional issues that have to be addressed when you have multiple external providers.Read more >
There is an abundance of choice, both good and bad, when it comes to selecting a Service Catalog tool but do you actually need one? This might sound a little strange coming from a Service Catalog vendor…
Biomni and the IT Skeptic, aka Rob England, are back and we continue to 'chew the fat' on all things Service Catalog. In the session we will be discussing the basics of Service Catalog adoption, how to start your own journey towards Service Catalog excellence and when is the appropriate time to start thinking about a Service Catalog tool.
Software vendors, us included, are always quick off the mark to sell the 'must-have' benefits of our tools but often our potential customers are a long way behind us, in terms of maturity and what they might actually need today (rather than tomorrow). This session will provide you with the practical advice on where/how to start off and how to steer yourself towards the ultimate end-goal of a consumerized IT Services Portal.
Many of the organizations who have a service catalog get limited value from it. Sometimes it fails to represent what the customers or our business colleagues get from us in terms they understand and other times it only covers the user-request-able services.
As someone who has built hundreds of service catalog and service portfolios over the years helping organizations get the maximum value from them, Matthew Burrows is ideally placed to give some practical tips which you can apply in your own organization. This session will not only explore why you need a service catalog, it will put it in context, explain how to get value from it and how to use it as a spring-board to deliver even greater service management maturity and tangible business benefits.
There are a number of key components necessary for an effective, useful service catalog: the list of business services, the outcomes expected from these services, the list of customers for the service, and the cost of provisioning the service. Many organizations have the first three, but often are missing the most critical element – understanding the true cost of the services. The purpose of a Service Catalog is to communicate the value of the services provided and improve the relationship between the customer and the service provider, not only document the list of services offered. Too often, what is typically missing from service catalogs is the cost that allows the IT Service provider to truly partner with their customers to deliver the services at the cost, quality and terms that the business needs. No matter what (or if) you charge for your services; most of your customers think it is too much. IT Service providers need to able to substantiate what they do to demonstrate the value they provide; customers need to understand the costs of each service they utilize in their business processes.
Attend this webinar to learn how to move beyond an adversarial relationship to a true partnership arrangement; and how a real service catalog can enable you to continue to build trust with the business, understanding the real cost and value of the services that they need. An effective service catalog isn’t about charging for services, it is about identifying the real cost of services, so the value of the service can be determined.
This webinar provides an understanding of the world of the “Service Catalog”. In truth there are several types of catalogs to be understood and leveraged. This session will dive into the world of business services and how to create then manage the offerings associated with these services. Additionally, you will gain some new tools based on practices that align service levels with service offerings and enable you to provide information about the cost of providing these offerings, including their relationship to the overall operational budget. These powerful tools have always been available in ITIL, but organizations are now beginning to mature to a level where they are ready to begin working with them, as the next step after building a Service Request Catalog or to prepare for implementing the Service Request Catalog.Read more >
“How to transform your service catalog into a service enabler”
IT organizations are in constant pursuit of improved efficiency and service delivery to be able to truly enable the business. One of the critical building blocks in achieving optimized service delivery is the Service Catalog.
Many organizations by now have taken the first step and implemented a customer facing service catalog. The question now is how to realize and unlock its full potential, e.g. to truly understand what services are necessary, to analyze the services and to optimize the investment in the services that are being offered to end users. In this session we will take a look at some of the key challenges and obstacles to implementing and optimizing a service catalog and how to transform a static service catalog into one that becomes a true extension and enabler to the business.