The IT service catalog, or self‑service portal, continues to be a focus for corporate IT organizations of all sizes. Done right, a fit‑for‑purpose service catalog can play a big part in realizing efficiencies, improving IT’s service experience and raising the corporate perception of the IT organization’s worth. The service catalog can also provide a key building block in extending ITSM best practices, processes and technology to other business functions to achieve a consistent, enterprise approach to service delivery and service experience. But many organizations still struggle to fully deliver on the service catalog’s promise. As with the CMDB before it, the service catalog needs to be treated as so much more than the introduction of new IT service management (ITSM) technology.
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