Presenter: Charles Williams, IT Strategy Practice Leader
Title: 7 Essentials for Creating a S.M.A.R.T. Service Catalog
Abstract: The disconnect between business goals and IT priorities consistently ranks among the top three issues facing CIOs year after year. While the specific wording varies from survey to survey, the strong message is the same — business unit executives and end users alike don’t trust that IT is working on the right things, at the right time, and for the right reasons to move the business forward. Gone are the days when just managing technology was enough to be a successful IT leader. Today’s business unit executives view IT operations like any other vendor. Poorly executed IT service today means they may shift to another vendor tomorrow. This presentation addresses why more and more IT organizations are deploying a Service Catalog as the cornerstone of their shift to a more service-driven and customer-focused approach. It discusses why the Service Catalog is the fundamental vehicle for communicating and marketing IT services to both IT and business decision-makers and end users, and shares examples of how it directly addresses the trust deficit and helps to improve service while lowering cost.
• Objectives, Challenges, and Takeaways
• What is an IT Service Catalog?
• Why an IT Service Catalog?
• 7 Essentials for Creating a S.M.A.R.T. Service Catalog
On-site presentation and active discussion at a large multi-billion dollar Retail Company.