Automates Programmables Industriels by Www.genie-electromcanique.com
IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers
-
Upload
evergreen-systems -
Category
Business
-
view
205 -
download
0
Transcript of IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers
![Page 1: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/1.jpg)
The Enterprise App Store
Balanced Design Yields Happy Customers and Automation of IT’s Work
![Page 2: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/2.jpg)
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: [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]
![Page 3: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/3.jpg)
3
Today’s Agenda
• About Evergreen• Balanced Design – beautiful customer self
service AND automation of IT’s work – A design approach that gives you both
• Demo of Evergreen’s Enterprise App Store (built on ServiceNow)
• Next Steps / Q&A
![Page 4: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/4.jpg)
• 80-person U.S. IT Consulting Firm
• Worked with hundreds of Mid-Market andFortune 1000 Companies
• Full lifecycle firm with deep ITSM / ITIL transformation experience
• One of Top 5 ServiceNow U.S. partners
• Primary Strategic Focus – “User-Centric IT Service Management”
4
About Evergreen Systems
Sample ClientsQuick Facts
![Page 5: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/5.jpg)
What About the Customer?
Evolving…IT’s Value
Customer Experience
5
![Page 6: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/6.jpg)
How Do We Define a “Service?”
6
An outcome that meets a customer’s need well enough to justify the purchase price.
![Page 7: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/7.jpg)
7
Services Balanced Design Principles
Customer Experience
Execution Effectiveness
Governance & Accountability
Design From the Customer In, Not IT Out
Design Management Needs In From The Start
Give the Customer What They Want to Get What We Need
Build for the Providers Too or It Will Not Work
![Page 8: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/8.jpg)
8
Services Balanced Design Principles
Customer Experience
Execution Effectiveness
Governance & Accountability
• Simple• Beautiful• Complete• Predictive• Leading
Design from the Customer In, Not IT Out
Build for the Providers or It Will Not WorkDesign Management Needs In From The Start
![Page 9: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/9.jpg)
9
Services Balanced Design Principles
• 80/20 discipline for process re-engineer & automate
• Core Services re-usable building blocks• Standardize Offers / Pricing• Do not make the customer do our work
Design from the Customer In, Not IT Out
Build for the Providers or It Will Not WorkDesign Management Needs In From The Start
Customer Experience
Execution Effectiveness
Governance & Accountability
![Page 10: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/10.jpg)
Give the Customer What They Want to Get What We Need
10
The Critical Customer – Provider Ballet
Customer Experience
Execution Effectiveness
Governance & Accountability
![Page 11: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/11.jpg)
11
Services Balanced Design Principles
• Visibility• Quality of Service• Value and Cost of Services
Design from the Customer In, Not IT Out
Build for the Providers or It Will Not WorkDesign Management Needs In From The Start
Customer Experience
Execution Effectiveness
Governance & Accountability
![Page 12: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/12.jpg)
Enterprise App Store Workflow
InstallShop Buy Enjoy!
12
![Page 13: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/13.jpg)
“Shop” Balanced Design
Customer Self ServiceBrowse software titlesDetermine what is best for youPlace into shopping cartValidate platform and operating system fit
IT BenefitsCustomer information automatically populated on their login, including platform if availableNo time spent guiding customer, discussing optionsNo manual shopping support actionsAbility to steer decisions without any IT interaction based on fit, degree of use, costManagement gets data on customer preferences
13
![Page 14: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/14.jpg)
14
“Buy” Balanced Design
Customer Self ServiceEnter their desired purchase method and department codeGet clear, consistent validation and approval Much faster and easier
IT BenefitsEase of management routing and approvals of purchase – with no IT involvementAutomation of financial validity checkAutomation of finance allocation to proper cost codeAutomatically check inventory levels, update levels on purchase, notify software inventory manager if under stock, update software asset mgmt. for customer / dept.
![Page 15: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/15.jpg)
“Install” Balanced Design
Customer Self ServiceChoose their preferred installation methodCan be using the software within minutesIf installation doesn’t work, customer can easily open a support request
IT BenefitsAutomated installation methods are touchless for ITIT not involved unless there is a problem
15
![Page 16: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/16.jpg)
Strategic Benefits
• Enhance security / reduce shadow IT• Change IT’s reputation & relationship with your customer• Cost & product information changes customer behavior• Simplify the software portfolio• Improve IT management & insight
16
![Page 17: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/17.jpg)
17
Evergreen’s Enterprise App Store
• Built with native ServiceNow components (UI pages, UI Macros, Style sheets, etc.) + SCCM code
• Can be used within the native catalog user experience or as part of a CMS based portal
• Over 150 sample software titles are included
• Workflow activity definitions assist with the creation of custom software-based workflows
![Page 18: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/18.jpg)
Evergreen’s Solution Overview
Shopping Experience for
browsing software titles, filtering based on categories, manufacturer
and easy to use forms for
ordering the software
Extensible payment method records can be
linked to software titles to
handle authorization
workflow as well as posting billing
transactions
Extensible distribution methods, including
workflows for SCCM-based software push,
software download,
shipment and pick-up
Ties into software asset management to create software assets, register
entitlements and check inventory as part of the
workflow
SCCM Integration for
load of software data and for
software push included in package. Sample
integrations with financial system
included
Payment Methods
Distribution Methods
License Mgmt.
Shopping Experience
Integration Ready
18
![Page 19: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/19.jpg)
19
Evergreen’s Enterprise App Store on ServiceNow
Got Apps?
![Page 20: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/20.jpg)
One-Day, Private Service Catalog Workshop - $3,950
Arrange a private, deep-dive Enterprise App Store or Service Catalog demo for you and your team
Enterprise App Store special offer - $67,500 installed if purchased by 12/31/14
Private Demo
Possible Next Steps?
http://www.evergreensys.com20
![Page 21: IT Service Catalog - Balanced Design Automates IT's Work and Yields Happy Customers](https://reader036.fdocuments.in/reader036/viewer/2022062523/587283141a28abc7068b6995/html5/thumbnails/21.jpg)
21
• Questions?• Thank you for your time
Wrap-Up