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Service Catalog - The Value Proposition

When it comes to the service catalog, IT organizations are well past the early-adopter stage. However, while service catalogs are more common, there are still challenges associated with these initiatives, and, unfortunately, for many it’s right out of the gate: getting the buy-in, funding, and adoption needed to be successful (or even get traction).

Do any of the following statements resonate with you?

“I can’t get the funding”
“They don’t see the value”
“It’s a soft sell”
“They won’t embrace it”

If so, this webcast is for you. We’ll explore value drivers, such as tactics and segmentation, and how to string it all together in an effective, compelling story that resonates with stakeholders.
Recorded Apr 10 2013 46 mins
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Presented by
Katherine Lord, Principal Consultant, Quint Wellington Redwood and HDI Faculty member
Presentation preview: Service Catalog - The Value Proposition

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HDI

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    * Support center managers seeking to improve the performance of their support centers
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    * How remote support helps enable Make-A-Wish® to fulfill its mission
    * Key trends of the mobile workforce
    * How to create seamless support experiences across channels and devices
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  • Sneak Peek: 2016 Desktop Support Practices & Salary Data Recorded: Nov 15 2016 61 mins
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    Some of the data featured include:
    * Frameworks and methodologies desktop support teams align with include ITIL, the HDI Support Center Standard, Lean, COBIT, and this year, DevOps
    * On average, customer satisfaction with desktop support exceeds customer satisfaction with the support center overall
    * The top five must-have technologies for desktop support include alerts and monitoring tools, and remote control
    * Remote control is used almost equally by the support center (81% of organizations) and by desktop support (80.6% of organizations)
    * 51% of organizations track desktop support tickets separately from other tickets
    * Nearly one-third of desktop support organizations are resolving 51-75% of tickets through remote support
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  • Title: Service Catalog - The Value Proposition
  • Live at: Apr 10 2013 3:00 pm
  • Presented by: Katherine Lord, Principal Consultant, Quint Wellington Redwood and HDI Faculty member
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