Tag Archives: Service Desk

5 Proven Practical Tips for Starting Your Service Catalog

Is your organization thinking about creating a service catalog and service request catalog (or starting over with it again)? It can be a daunting undertaking (and “undertaking” always seems such a terminal pursuit), but a well-thought-out service catalog (plus the associated service portfolio management activities) can add tremendous value to your organization. Service catalogs provide insight and help us […]

Incident Management Basics Still Matter

IT service management (ITSM) is constantly evolving, and over the 20 or so years that the term has been in common use, the scope has grown and spread considerably. The initial tight operational focus of the early ITIL® days has spread to address strategy and design as mainstream ITSM topics. Ongoing efforts are being made […]

15 Tips for Getting Started with Self-Service – Part 2

In my previous blog, I offered up eight tips for getting started with self-service. Here I offer another seven. 9. Plan Ahead for Future Non-IT Use If the new self-service capability works for IT, then end users will expect something similar for other corporate service providers such HR and facilities. Or non-IT use case scenarios […]