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IT Services Essentials:
Create An “Amazon-Like” IT Service Management Experience
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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• Create An “Amazon Like” IT Service
Management Experience • 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”
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About Evergreen Systems
Sample ClientsQuick Facts
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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?
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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
About Amazon
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$203 Billion Market Cap$92 Billion Annual Revenue#13 Forbes World’s Most Valuable Brands
More people research products on Amazon than Google
Amazon Prime customers buy 4x what they bought before Prime
Why Do I Use Amazon?
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ResearchBroad Choices“Fair” PriceConvenienceEase of Use
Complete Customer Experience
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Principle 1
simple
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Principle 2
beautiful
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Principle 3
complete
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Principle 4
predictive
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Principle 5
leading
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Three Constituents of a Service
Customer Experience
Execution Effectiveness
Governance & Accountability
Design From the Customer In, Not IT Out
Design Management Needs In From The Start
Build for the Providers Too or It Will Not Work
Customers
ProvidersManagers
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Customer-Centric Design
Customer Experience
Execution Effectiveness
Governance & Accountability
• Simple• Beautiful• Complete• Predictive• Leading
Design from the Customer In, Not IT Out
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The Provider – Customer Ballet
Customer Experience
Execution Effectiveness
Governance & Accountability
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Manage for Accountability
Customer Experience
Execution Effectiveness
Governance & Accountability
• Visibility• Quality of Service• Value and Cost of Services
Design Management Needs In From The Start
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Four Step Process…
for building your own “Amazon like” customer experience
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Step 1 – Build a Beautiful Customer Portal
SimpleBeautifulCompletePredictiveLeading
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Step 2 – Build a Basic Service Taxonomy
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IT Services Taxonomy
Labels are for the Customers
Framework is for the Providers
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Amazon Offering Taxonomy
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Step 3 – Pilot Some Key Services
Build 3-5 “handbuilt” low complexity, high value services
Pilot first for low risk, learning and team building
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Step 4 - Build a Services Factory
consider build modify retire
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Evergreen’s Self-Service Catalog & Portal
Demo
POWERED BY SERVICENOW
One-Day, Private Service
Catalog Workshop $3,950
Demo our “Metro Style” Self Service Catalog & Portal yourself!
Possible Next Steps?
http://www.evergreensys.com26
See how our graphical Service Taxonomy Designer works
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• Questions?• Thank you for your time.
www.evergreensys.com
• Self-Service Portal – Free Demo:http://www.evergreensys.com/servicenow-employee-self-service-cms-portal
Wrap-Up
