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Service Catalog Challenges in a Multi-Vendor Environment

Bill Powell, Service Management Executive, Zenetex
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.
Nov 16 2011
49 mins
Service Catalog Challenges in a Multi-Vendor Environment
service catalog
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  • It’s Getting Cloudy in IT Service Management May 14 2014 1:00 pm UTC 45 mins
    There is no doubt that cloud computing is rapidly advancing in the marketplace.
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    Cloud computing, in its current form, is still relatively new. Best practice frameworks, including ITIL ®, and standards need to catch up and provide guidance on how best to use, deliver and consume cloud based services.

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  • Catalog or IT Portal: Putting Catalogs in Context of Interfacing w/ the Business Recorded: Apr 10 2014 46 mins
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  • Designing a Service Portal from the Outside-In Recorded: Apr 10 2014 49 mins
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  • Getting Started: How to Implement Basic ITIL Request Fulfillment Recorded: Apr 10 2014 45 mins
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  • A Service Catalogue Can Turn Your Service Desk Into a True Business Partner Recorded: Apr 10 2014 57 mins
    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.
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  • Policy Management - how to achieve consistent and scalable IT administration Recorded: Apr 10 2014 45 mins
    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
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  • The Service Catalog Portal – your window to the customer Recorded: Apr 10 2014 40 mins
    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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  • An Agile Approach to the Service Request Catalog Recorded: Apr 9 2014 47 mins
    How do you build a Service Request Catalog with over 100 requests in only a few months? One request at a time!

    Many organizations fail at delivering a Request Catalog because they take on automating all of their requests at once, underestimating the time it takes. An Agile approach to your Request Catalog project will help you get started and keep building momentum until the catalog is ready for release. The key is creating a cycle that enables you to keep defining requests while development is in progress.

    Based on experienced gained through implementing catalog’s for Linium’s customers, this webinar provides you with just that: an approach you can use that leverages Agile development methods and gets your catalog out the door faster than if you tried to do it all at once.
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  • What is an IT-as-a-Service Catalog and Why is it a Necessity? Recorded: Apr 9 2014 37 mins
    Creating a service catalog is a critical first step in delivering cloud services and enabling users to order and consume IT services directly. Though a service catalog appears as a list of services to the users, to IT it represents a supply chain of services across various service types, levels, and providers. Organizations must consider a catalog solution that can be flexible to the needs of the business and grow with IT as they adapt to the cloud era.

    Join Gravitant as they outline characteristics and considerations for developing a service catalog. We will walk through what you need to consider when looking for a service catalog solution: automation, flexibility, contract pricing and dynamic catalog options.
    Play
  • Three Steps to an Experiential Service Catalogue Recorded: Apr 9 2014 48 mins
    The idea behind the Service Catalogue has been intoxicating for IT organizations. Give people a simple list of services to choose from and then deliver them, lowering costs and increasing efficiency in the process.

    But there is a fundamental flaw in this model. We have entered the “experience age” where customers want much more than a simple order form. They now measure their satisfaction based not solely on simplicity, but on the totality of their experience. In this session, we will explore how customer attitudes and expectations are shifting, the “Four Moments of Truth” in a customer experience and the three ways that you must change your approach to a Service Catalogue to adapt to this future.
    Play
  • Plan, Design and Operate Your Service Catalog Recorded: Apr 9 2014 47 mins
    Today many organizations are trying to build service catalogs. Names such as requestable service catalog, actionable service catalog and others have started to appear as projects within many organizations. ITIL gives some guidance but much more is needed.

    In this session, learn the differences and similarities in service catalogs. Also, learn how to plan, design and operate your service catalog for value in Consumerization of your services and managing the Industrialization of the service related to total cost of ownership (TCO) and return on investment (ROI). If you have not started on a service catalog project, this session will be useful for understanding why service catalogs for your practice of IT service management.
    Play
  • The Foundation and Future State of Service Catalog Recorded: Apr 9 2014 42 mins
    Forrester’s infrastructure and operations (I&O) team fields hundreds of inquiries every month; it’s through these engagements we track our client’s challenges, interests, and evolution across our various coverage areas. The topics and challenges around the service catalog and service request management varies greatly.

    Tune into this webinar to understand the current state of the service catalog, what the future holds, and how your peers are handling it.
    Play
  • Better Service and Tighter Control: Innovations in Service Catalog Recorded: Apr 9 2014 47 mins
    We’ve all witnessed the astonishing evolution of service catalog capabilities over the past few years. Self-service portals for ticketing are increasingly common, and new advancements in automated request management are now emerging, bringing a host of new capabilities and new ways to improve service delivery. In parallel, private and public cloud offerings are becoming mainstream, often bringing specialized catalog portals with them.

    All of these developments create new choices for IT consumers—and new ways for IT to assert relevance, value, and alignment with business priorities. However, IT is still struggling to maintain control. An orchestrated approach to service portfolio management and the service catalog can help IT grab the reins and provide better support to their customers, including demanding lines of business (LoBs).

    Join us for this engaging session where you’ll learn more about the opportunities and the challenges of fast-evolving service catalog capabilities. You’ll also see some practical, real-world examples of how IT can turn service catalog innovations into business advantages.
    Play
  • The Truth About the Service Catalog (Panel Session) Recorded: Apr 9 2014 49 mins
    Service, Service Request and the Service Catalog. There has been much confusion surrounding the definition, differences and use of the service catalog. Which is which? Why can't all service requests be part of the catalog?

    In this dynamic panel session, Patrick Bolger, Colin Rudd and Martin Andenmatten will tackle commonly asked questions about the service catalog and give their own opinions based on their many years of experience in ITSM. This will be a very interactive presentation and audience members are encouraged to ask questions throughout the webinar, which will be answered by the experts in real-time.

    If you already have a question in mind, send a tweet with the hashtag #BrightTALKITSM and our presenters will collate before the event and answer them during the debate.
    Play
  • Achieve Customer Experience and Business Agility with Unified Service Assurance Recorded: Apr 9 2014 61 mins
    Looking beyond customer retention strategies towards long term customer loyalty, this webinar focuses on achieving end-to-end customer experience, business agility, and operational efficiency by implementing a unified service assurance platform. Agenda includes:

    - Analyst assessment of challenges/benefits with customer-centric service assurance shift
    - Next generation service management platform case study by eircom
    - Unified service assurance delivery challenges, including tools consolidation
    - TCO and business case drivers to lower operations costs and improve CEM & agility
    - Round table Q&A discussion
    Play
  • The 3D Service Catalogue for Cloud Computing Recorded: Apr 9 2014 39 mins
    During the last decades, all of us have made many attempts to implement the Service Catalogue according to the ITSM Best Practices. Through our different implementation approaches and the varied results we’ve received, we have discovered that there are many different possibilities for the Service Catalogue.

    With Cloud Computing, having a well-defined Service Catalogue is critical. There are many different service layers, and a successful Service Catalogue will let us compare Self-Hosted Services versus Cloud Computing Services for making decisions as Service Managers. That is where a new Three-Dimensional Service Catalog approach by ServiceManagers.org can be the solution for building better and more affordable Business Services.

    Attend this presentation so that Angel Berniz, Executive Director at ServiceManagers.org can help you discover how to build your very own 3D Service Catalogue.
    Play
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  • Live at: Nov 16 2011 5:00 pm
  • Presented by: Bill Powell, Service Management Executive, Zenetex
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