Higher Education SIG - Building a Successful Service Catalog

Presented by

Mercedes Alvarez-Arancedo, Richard Pilgrim and Jason Rosenfeld

About this talk

Join Mercedes Alvarez-Arancedo of California State University-East Bay, Richard Pilgrim and Jason Rosenfeld of Cask, LLC in this information session to learn how CSUEB: − Rationalized their services from over 150 down to just over 50 services − Developed a foundational Service Portfolio − Built a structured hierarchy and used terminology that was meaningful to faculty, students and staff − Defined each service family, service and request actions − Implemented their Service Catalog in ServiceNow − Communicated and marketed their Service Catalog across campus

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