service catalog: employee self-service - 5 keys to success
TRANSCRIPT
Five Keys to Great Employee Self Service
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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
• 5 Keys to Great Employee Self Service
• 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
What About the Customer?
Evolving…
IT’s Value
Customer Experience
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1st Key – Know Why You Are Doing It
what is the goal?
what are your design
inspirations?
How do you see customers using
it?
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2nd Key – Create Complete Service Experiences
think end to end
design for sustainability
team with your customer
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Beauty Matters - This….Or This?
Customer Experience
Execution Effectiveness
Governance & Accountability
Design From the Customer In,
Not IT Out
Design Management Needs
In From The Start
2nd Key - Complete Service Experience
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Build for the Providers Too
or It Will Not Work
• Simple
• Beautiful
• Complete
• Predictive
• Leading
• 80/20 discipline for process re-engineer
& automation
• Services re-usable building blocks
• Standardize Offers / Pricing
• Visibility
• Quality of Service
• Value and Cost of Services
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2nd Key - Team With Your Customer “Ballet”
Customer Experience
Execution Effectiveness
Governance & Accountability
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3rd Key – Identify Services Your Customers Want
begin with basics
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3rd Key – Identify Services Your Customers Want
mine the data you have1) top 10 incidents
2) top 10 requests
3) top 10 “How do I” requests
do a little detective work1) interview your level 1 team
2) interview some customers
captive services drive stickiness!
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4th Key – Follow a Consistent Service Design Approach
identify owner
describe the service
who can access it
any pre-requirements
normal lead time
service availability
& quality
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4th Key – Follow a Consistent Service Design Approach
describe the item
ordering process
normal lead time
pricing
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5th Key – Own the Service
assign a service owner
measure performance
to standards
improve & simplify
Own the ServiceThe customer expects a consistent, high quality experience from start to finish –every time. Deliver against the promises you make.
Establish & Follow a Consistent
Service DesignA broad team will ultimately be involved. Consistency yields simplicity, quality and efficiency,
Create a Complete Service
Experience
Services are built from the Customer in rather than IT out. Complete services designs engage the providers and managers too.
Build Services Your Customers
Want
The customer and the people who support the customer know what services are needed.
Have a Clear Picture of What You
Want
Customer centric service is the target, make sure your whole team stays focused on the same goals.
Key Take Aways
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Evergreen’s User-Centric Service 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