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SESSION 104
Wednesday, May 10, 10:15am - 11:15am Track: Service Desk Masters
10 Tips for Creating a Successful Service Portal Phyllis Drucker Senior Consultant, Linium [email protected]
Session Description Most IT organizations build a request catalog that’s technical in nature, which is great for helping IT provide day-to-day service, but not so great when it comes to achieving high levels of customer adoption. This session will give you ten rock-solid tips for creating a catalog that is much more customer-focused. Most catalog initiatives fall just short of understanding the customer’s needs, and with Millennials flooding organizations, it’s imperative that we modernize support. A well-designed and properly implemented service portal can help you do this! Find out how in this forward-thinking session.
Speaker Background Phyllis Drucker is an ITIL Expert and industry leader with more than twenty years of experience as a service management practitioner, manager, and consultant. As a senior business process consultant for Linium, she provides strategic advice and consulting services on tool implementations. The author of Service Management Online: Building a Successful Service Request Catalog, Phyllis regularly contributes to the advancement of the profession through presentations, white papers, and articles.
10 Tips for Creating a Successful Service PortalSession #104
Phyllis Drucker
Session Overview
10 Steps to Service Portal Success
– Step 01: Stop now if you’re not in it to the end
– Step 02: It’s not about the tool (fool)
– Step 03: It’s not about IT either
– Step 04: Know what you’re building
– Step 05: Determine your direction
Session Overview
10 Steps to Service Portal Success
– Step 06: Gather a team of experts
– Step 07: Determine your scope and pace
– Step 08: Document requirements
– Step 09: Sometimes you do need a tool
– Step 10: Successful implementation: Remember to be Agile!
Tip #1
This is a marathon, not a sprint
Start small and keep growing. Remember the catalog will always be in an ongoing growth state as your
organization grows and changes.
Stop now if you’re not in it to the end
Tip #1
It’s not about the tool (fool)A fool with a tool is still a fool
• Success comes from planning and design
• Prototype portal pages and requests, obtain feedback before tool selection or development begin
Tip #2
It’s not (just) about IT either
Tip #3
Customer Experience is Key
Know what you’re building
Tip #4
• Customer Experience Focused
• Entry to multiple providers’ service request catalogs
• Access to knowledge and self service
• Provide a view into services that are available to the customer
• Strategic vehicle for managing IT’s operational investment
• Online “shopping site” for available services
• Provides automation and improvement of the fulfillment experience
• Delivers an Internet shopping experience
Service Portal Service Catalog Request Catalog
Determine your direction
IT Portal
Enterprise Portal
Tip #5
While it may start as an IT portal to get going, planning the organization of an enterprise portal should begin with the first initiative to ensure the
design can grow and expand.
Gather a team of experts
Tip #6
• Include all providers who offer internal services
• Select a few end users of different “personas*”
• Include communications and marketing personnel
*Different audiences, personalities, background relate differently to
automation. Defining who will use the portal is a key to success.
Determine your scope and pace
Start small
Grow Expand
Tip #7
Geek Squad Best Buy Amazon
• Adoption, success and business value come when you reach the Amazon level
• Planning ahead retains momentum for the project
Document requirements
Tip #8
Governance is a critical piece of catalog management:
• Develop a requirements definition process and cadence
• Determine how you’ll document requirements
• Ensure there is requirement and design approval every step of the way
Sometimes you do need a tool
Don’t settle for this…
…when you need this!
Tip #9
Sometimes you do need a tool
Most newer ITSM tools can achieve this, but for older tools, there are two options:
• A bolt on service request catalog tool
• A newer tool bolted on to your legacy tool as phase 1 of a longer-term replacement project
Tip #9
Sprint 1 Sprint 2 Sprint 3 Sprint 4 Sprint 5 Sprint 6 OngoingSprints
1st Month 2nd Month 3rd Month 4th Month 5th Month 6th Month Ongoing
Sprint 1 Requirements and signoff
Sprint 2 Requirements and signoff
Sprint 3 Requirements and signoff
Sprint 4 Requirements and signoff
Sprint 5 Requirements and signoff
Sprint 6Requirements and signoff
Sprint 7 Requirements and signoff
Sprint 1Development
Sprint 2Development
Sprint 3Development
Sprint 4 Development
Sprint 5Development
Sprint 6Development
Sprint 1Testing
Sprint 2 Testing
Sprint 3 Testing
Sprint 4 Testing
Sprint 5Testing
Sprint 1 Release
Sprint 2 Release
Sprint 3 UATRelease
Sprint 4Release
Remember to be Agile
Tip #10
What are your top 10 takeaways?
It’s a marathon not a sprint
A fool with a tool is still a fool
Focus on the customer
experience
Know your end state: portal or
catalog?
Define how you’ll get to the
end result
Gather the right stakeholders.
EARLY!
Make a plan and work the
plan
Document and agree on design
Make sure you use the right
tool
Most of all: BE AGILE!
Thank you for attending this session.
Phyllis Drucker Please complete the short evaluation for this session on your mobile device. It is available in your email or through the conference app.
