Service Catalogs

Global Service Management Trends – New Research [Infographic]

The core premise of enterprise request management (ERM) is that the “IT service catalog” isn’t just for IT anymore. Extending the concept across internal shared services groups gives employees one easy-to-use portal for requesting anything needed to do their jobs, while leveraging existing investments in departmental service management applications. Recent[…]

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Service Catalogs, ERM…A Rose by Any Other Name?

As IT service catalogs have become the standard mechanism for enabling employee self-service with regard to reporting issues and requesting services, service-providing groups beyond IT have taken note. In typical organizations, where each internal service group (HR, facilities, finance, logistics, etc.) has its own systems and processes in place for[…]

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The Most Important Brand in Request Management

What’s the most important “brand name” in enterprise request management (ERM)? Is it one of the service catalog software vendors who provide request portal-building applications? One of the VARs or consulting firms that assists with ERM implementation? Perhaps an outsourced service provider who can supply ERM as a service? No.[…]

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Expanding Service Catalogs Across the Enterprise – Five More ERM Use Cases

As noted here previously, the concept of enterprise request management (ERM) is centered on expanding the use of a business (not just IT) service catalog across organizational functions. Common areas of expansion beyond IT services include human resources (HR—as well as other departments involved in new employee onboarding); facilities (e.g.,[…]

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Is ITIL Valuable Beyond IT?

A recent discussion in the IT Service Management Forum group on LinkedIn centered around the question: Is ITIL appropriate for departments other than IT? ITIL is a comprehensive set of best practices for managing IT services within an enterprise. Many of its components are therefore specific to IT management (capacity[…]

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What’s the Best Service Catalog Software?

The answer to that question, as to so many others in life, is: it depends. But a recent report from Gartner, Critical Capabilities for IT Service Catalog Tools (Jeffrey M. Brooks, Chris Matchett, 17 March 2014) puts more detail behind that answer. The report evaluates 15 service catalog vendors across[…]

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