I just watched the NewScale webinar on service request fulfillment. The presentation helped explain the connection between service catalogs and request fulfillment, and was intended for people already familiar with ITIL v3 concepts.
The bulk of the presentation was Rodrigo Flores, founder and CTO of newScale, talking about the "eleven secrets of successful service request fulfillment." These 11 tips are very specific to how you deploy a web-based portal that allows end users to order services themselves.
The eleven secrets (paraphrased) are
- Meet your users where they are: emulate Amazon and other e-portal sites.
- Use the 80/20 rule: you want to encourage high volume use, to help people remember that the portal exists, so bring up often-used services first.
- Make it pretty and content-rich
- Use phased releases--don't queue up all your work into something that will never happen
- Make the portal the exclusive source for service--turn off all the other input channels
- Meet your users where they are II: don't make them become an "integrator" choosing the 20 services needed for an employee hire
- Services need to be granular. They should be granular enough that there are (almost) no decision points needed
- Prepare in advance for automated provisioning
- Meet your users where they are III: the catalog should understand who's asking for service, and present appropriate services to them
- "Don't try to boil the ocean with a small match:" implement *something* and build from there.
- Prepare for the portal to grow beyond just IT
I recommend watching the webinar if you're considering service request management. The presentation helped me understand just how much work there is to creating an on-line portal for service requests!
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