Enterprise Service Management and the Service Catalog
The service catalog is like a restaurant menu for requesters, showing all of the available services in your organization — regardless of which department actually provides them. It also enables your service providers and technicians with the ability to automate service delivery, reducing workloads and increasing internal customer satisfaction (CSAT).
Many organizations are adopting service catalogs across their organization for various reasons. The catalog is being used to streamline end user ordering and manage costs, while others are using the service catalog to detail their recurring service processes, better understand the services they are providing, create detailed and effective SLAs, align services to costs and pricing, and make more accurate service-oriented decisions.
In this insightful webinar, Anthony Orr, ITIL v3 author and top 25 ITSM thought leader, discusses:
- Positioning the service catalog within ITSM projects
- Connecting process areas and eliminating process silos
- Managing the experience and the service engagement
- And, the service catalog and the future
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Anthony has 30 years of experience in various IT strategy, managerial, consulting and advisory positions. He is also one of the authors of “ITIL Lifecycle Suite, v3 Edition 2011”, author of “ITIL Managing Across the Lifecycle (MALC),” and other publications as well as a senior examiner for “ITIL Lifecycle Suite, v2 and v3, Edition 2011” and Cyber-Resilience certification examinations.