Service Catalog, Service Portfolio, Service Taxonomy - Big 3 of Customer Centric IT

The Big 3 of Customer Centric IT

Service Catalog – Service Portfolio – Service Taxonomy

2

Speaker Bios

DON CASSON, CEO, EVERGREEN SYSTEMS

Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals.

Contact: dcasson@evergreensys.com

JEFF BENEDICT, ITSM PRACTICE MANAGER, EVERGREEN SYSTEMS

Jeff manages the ITSM practice at Evergreen and has worked with ITSM tools for 15+ years. Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter.com/JeffSBenedict)

Contact: jeff.benedict@evergreensys.com

3

Today’s Agenda

• About Evergreen• The Big 3 of Customer Centric IT • Evergreen’s Self Service Catalog & Portal (built

on ServiceNow)• Possible Next Steps / Q&A

• 80-person U.S. IT Consulting Firm

• Worked with hundreds of Mid-Market, Fortune 1000 Companies and Public Sector Organizations

• Full lifecycle firm with deep ITSM / ITIL transformation experience

• One of Top 5 ServiceNow U.S. partners

• Primary Focus – “Customer-Centric IT Service Management”

4

About Evergreen Systems

Sample ClientsQuick Facts

5

Traditional ITSM – Where’s the Customer?

Incident

Change

Problem

Knowledge

Self Service Catalog & Portal

Start!!

2 Years Later…

Here I am!

How Can This Even Happen?

6

Start With the Customer – Change What You Do

Self Service Catalog & Portal

Change

Problem

Knowledge

Incident

The Customer is a “Litmus Test” of Real Value

7

Who Cares About Customer-Centric IT?

Find out what customers want & needBring clear value to the businessDrive employee effectiveness & creativityFuel competitive differentiation / speed to marketTransform IT from silos to services

Give customers great self-serviceAdd value every day by leading the customerEnable customer cost & service tradeoffsSimplify & improve IT work

• Make customers happy• Deliver more & higher value every day

••

CIO

Service Manager / Director

Service Team

8

The Three Constituents of a Service

Customer Experience

Execution Effectivenes

s

Governance & Accountability

Customers

ProvidersManagers

9

Big 3 of Customer Centric IT

Service Catalog

Service TaxonomyService Portfolio

10

Service Catalog – What It Is

All services actively offered to customers

today

11

Service Catalog – How It Fits

Service Catalog

Service TaxonomyService Portfolio

Provides Feedback on Presentation of Services

Helps Expose Holes / Redundancies in Services

Shelf Stock for the Service PortfolioPrimary Customer Interface

Helps Portfolio Decision Making / Planning

Service Catalog – Why It Matters

12

Primary Source of Customer Interaction• It Feeds:

• Quality of service• Bill of IT• Business alignment• IT portfolio alignment

• Both Responsive & Leading• Innovation Circle & Test Bed• Breaks IT’s Inward Focus

13

Service Portfolio – What It Is

Full lifecycle services management system

From cradle to grave

Service Catalog is an output of the Service

Portfolio

14

Service Portfolio “Factory” Thinking

consider build modify retire

15

Service Portfolio – How It Fits

Service Catalog

Service TaxonomyService PortfolioLifecycle Approach Keeps

Taxonomy RelevantConsistent Service Design Feeds

Identified Reuse More Easily

Service Factory Feeds the Catalog “Showroom”Ensures Consistent, High Quality Services

Gives Catalog Ability to Lead CustomersCreates Differentiable Service Offerings

Service Portfolio – Why It Matters

16

• Strategic Core for Service Design & Delivery• Balances Needs - Customer, Provider &

Manager• Primary Engine of IT for:

• Quality of service• Cost alignment / bill of IT• Business alignment• IT portfolio alignment• IT strategic value & innovation• Transformation of IT

17

Service Taxonomy – What It Is

Classification of things – often from general to specific

Generally organizes things into groups

Includes the principles underlying the classification

Parts of a whole

Parent - child relationship can be multi-parent

THE PRACTICE & SCIENCE OF CLASSIFICATION OF SERVICES

18

Broad Service Taxonomy

19

IT Services Taxonomy

20

Service Taxonomy – How It Fits

Service Catalog

Service TaxonomyService Portfolio

Exposes Holes / Redundancies in PortfolioSimplifies Portfolio

Helps Drives Service Reuse & Consistency

Key for Providers to “Understand” Services OfferedProvides Visible Services Framework in CatalogCompass for Consistency, Reuse, Simplicity in

Services Offered

Service Taxonomy – Why It Matters

21

• Telemetry for Providers to Ensure Quality Customer Services:

• Consistency• Simplification• Appropriate variety• Manageability

• Helps Customer & Provider Equally• Framework Eases Extension Beyond IT

Into Shared Services

22

Big 3 of Customer-Centric IT

Service Catalog

Service TaxonomyService Portfolio

Platform for Enterprise Service Enablement

Compass for Customer / Service AlignmentLinks IT & the Customer

Strategically

23

Evergreen’s Self-Service Catalog & Portal

Demo

POWERED BY SERVICENOW

One-Day, Private Service

Catalog Workshop $3,950

Demo our Self Service Catalog & Portal yourself!

Possible Next Steps?

http://www.evergreensys.com24

See how our graphical Service Taxonomy Designer works

25

• Questions?• Thank you for your time.

Wrap-Up