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Posted by Stephen Mann on July 11, 2012
I’ve been meaning to write about service catalog for a year now but I’ve just not had the bandwidth. It’s a common subject for Forrester client inquiries, mainly for my colleague Eveline Oehrlich who has several formal service catalog management outputs scheduled for 2012. Undertaking a recent service catalog webinar with ServiceNow, however, made me realize that I had already created the content for a quick service catalog blog. Hopefully it’s a blog that will help many learn from the service catalog mistakes of others.
What’s the big issue with service catalogs?
Service catalogs (or more importantly service catalog management) really hit the mainstream with ITIL v3 (introduced in June 2007) based on real world use of early service catalogs. So they are nothing new. However, many organizations struggle to start (and finish) service catalog initiatives AND to realize the anticipated benefits. The answer for many lies in that last sentence – they need more than “service catalog initiatives.”
As an aside, I often ask attendees of my presentations: “who has a service catalog?”, “who is planning a service catalog?”, and “who feels they have realized the anticipated benefits from deploying a service catalog?” While the answers to the first two questions can vary, the answer to the third is pretty consistent – organizations are consistently failing to realize the expected benefits from their service catalog initiatives.
So what goes wrong?
In my experience there are four key issues
The result is the proverbial car crash waiting to happen.
So try to follow known good practices …
In vision and planning:
Go beyond the Amazon-like shopping basket:
The latter two points are critical in realizing the anticipated benefits. In particular leveraging automation.
So, make sure you benefit from automation
It’s only a quick list (for Forrester clients more can be found in my recent Sustain Service Management And Automation Funding report), but automation exploitation can bring with it a raft of benefits:
I said it would be a quick blog, mostly facilitated by the art of cut and paste, but hopefully it offers up some food for thought and gets anyone yet to start a service catalog initiative thinking beyond the technology. It will save so much heartache.
Finally, as always your comments are appreciated. What did I get wrong, what did I miss, and what would you underline for other readers? What mistakes did your organization make?
If you would like to see the original webinar on demand, please visit http://info.service-now.com/LP=518. Please note that this webinar requires registration.
If you enjoyed this, please read my latest blog: http://blogs.forrester.com/stephen_mann
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