it service catalog vs service portfolio
TRANSCRIPT
Service Catalog vs. Service Portfolio
Evil Twins or Powerful Teammates?
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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: [email protected]
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: [email protected]
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Today’s Agenda
• About Evergreen
• Service Catalog vs. Service Portfolio
• Evergreen’s Service Taxonomy Model
• Evergreen’s User-Centric Self-Service Portal /
Catalog (built on ServiceNow)
• Possible Next Steps / Q&A
• 80-person U.S. IT Consulting Firm
• Worked with hundreds of Mid-Market and
Fortune 1000 Companies
• Full lifecycle firm with deep ITSM / ITIL
transformation experience
• One of Top 5 ServiceNow U.S. partners
• Primary Focus – “Customer-Centric IT
Service Management”
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About Evergreen Systems
Sample ClientsQuick Facts
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What About the Customer?
Evolving…
IT’s Value
Customer Experience
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An outcome that meets a
customer’s need well
enough to justify the
purchase price
What is a Service?
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Service Catalog Definition
All services actively
offered to customers
today
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Service Catalog – Service Details
Provide the customer
enough information to
make a self-service
determination…
• Name & description
• Fit for my use
• Who can request it
• Cost
• Quality
• Delivery time
• How to request it
• Service owner
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Service Catalog – Service Details
Provide the customer
enough information to
make a self-service
determination…
• Name & description
• Fit for my use
• Who can request it
• Cost
• Quality
• Delivery time
• How to request it
• Service owner
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Service Portfolio Definition
Full lifecycle services
management system
From cradle to grave
Service Catalog is an
output of the Service
Portfolio
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Service Portfolio “Factory” Thinking
consider build modify retire
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Service Catalog Items
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Service Catalog Items
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Service Catalog Items
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Service Portfolio Consider
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Service Portfolio Consider
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Service Portfolio Build
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Service Portfolio Build
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Service Portfolio Modify
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Service Portfolio Retire
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A Service is an outcome that meets a
customer’s need well enough to justify the
purchase price
What is a Service Taxonomy?
A Service Taxonomy is the practice and
science of classification of services
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Attributes of a Taxonomy
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
3-Phase Customer-Centric Services Road Map
Employee Self-
Service Portal Service CatalogFulfillment
Automation
Demand Build Manage Retire
Services Taxonomy Services Health
Services Lifecycle Factory
CMDB
Customer
sees…
IT sees…
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Sample High-Level Taxonomy
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Evergreen’s User-Centric Self-Service Portal / Catalog
POWERED BY SERVICENOW
One-Day,
Private Service
Catalog Workshop
$3,950
Demo our “Metro
Style” End-User Portal
yourself!
Possible Next Steps?
http://www.evergreensys.com
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See how our graphical
Service Taxonomy
designer works
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• Questions?
• Thank you for your time.
Wrap-Up