The Challenge
View screenshots of the assyst Service Catalog Software.
Businesses are demanding clearer service-based metrics and faster provisioning of key business services and standard requests. To achieve this, service delivery is transforming how it interacts with its customers.
The challenges customers experience are all too familiar:
- Customer requests fall into a 'black hole'
- Excessive form-filling for the simplest of requests
- Delays in chasing requests
- Customers are impacted through unnecessary delays to fulfill their requests
- Customers don't know where to go for services they need, nor do they even know what's available
- Customers have little understanding of the value they receive from the business services they pay for
The challenges service delivery face, can appear just as daunting:
- How to get your own 'shop window' of available services up and running quickly, with limited resources
- How to quickly gear up and provision requests efficiently, while still ensuring governance and control
- How to provide meaningful management information, proving the value being delivered to customers.
The service catalog and portfolio management services from Axios Systems address these concerns and more, while also offering full integration with our Service Management Software solution, assyst – enabling end-to-end service lifecycle management in one application.
Next: Where Do We Start?
Where Do We Start?
The first question many organizations ask about service catalog and portfolio management is "where do we start?" Organizations will have a wide variety of services that they offer to their customers and the identification, definition, publication and management of those services can appear to be a daunting task. assyst removes this problem by offering a full range of functionality and templates that enable an organization to quickly and successfully implement service catalog and portfolio management. |
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Starting with the definition of the services, assyst offers the assyst Service Designer, a powerful and intuitive design tool which allows the easy and quick definition/creation of the structure and content of the services that you offer to your customers. Driven by the Graphical User Interface (GUI), the assyst Service Designer requires no specialized application or development knowledge to use. The combination of this innovative design tool and the provision of fully populated service catalog templates ensures that the creation and construction of your services is quick and painless. |
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Once created, the services and offerings can be automatically published to the users through the assystNET self-service portal. This portal, which can be easily styled into a familiar corporate look and feel, offers a user-friendly interface to access, request and monitor services. The portal provides an intuitive 'shopping cart' experience, where customers can request the services available to them in a familiar environment and track progress of requests. |
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As well as the service catalog, assystNET also offers enhanced Knowledge, FAQs and a Message Center which displays information relevant to the user. |
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Once a user has requested a service, assyst initiates an automated process which fulfills the request with minimum intervention. This is easy to create through assyst's Process Designer, which ensures that all required tasks for this request are automatically created and intelligently assigned to the correct departments (IT or other areas of the business), for authorization and fast progression. The combination of the Process Designer tool and the provision of a full range of pre-defined service catalog templates ensures an organization can rapidly deploy request processes with minimum effort. |
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Fulfilling user requests within agreed timeframes and budget are the cornerstones of good service. Your organization must be able to quickly and accurately gather and analyze all of the information required to show the value of the services you deliver. You also need to be able to pro-actively identify potential issues before they occur, thereby resolving issues before your users are affected. assyst provides you with a full range of service catalog reports that allow you to monitor services and offerings at different and appropriate levels. |
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Next: How We Can Help You
How We Make This Work For You
Axios offers a comprehensive and flexible implementation methodology, which has been built from our unparalleled experience of implementing complete ITSM solutions. This methodology ensures that our solutions exactly match your organization's requirements and are delivered on time and within budget.
Implementations are performed rapidly either by using best practice data and templates provided by Axios, or through a more bespoke approach, with the help of Axios consultants, that tailors the system to match every specific nuance of your organization's requirements.
To assist with the rapid deployment of the service catalog, Axios provides a complete set of service structure and content templates. These templates can be deployed straight out-of-the-box if required, or used to provide a solid foundation from which your organization can build your own specific services.
The service catalog is still a new concept for many organizations and it can be difficult to get started without a common understanding of what a service catalog is and how it works. In order to help provide clarity in this area, Axios has developed a service catalog strategy workshop. This is run prior to implementation and quickly educates the organization around the main concepts of service level management and service catalog, addressing practical issues. This is a fast and effective way to get key people working together, learning and building a practical approach that fits your organization.
Next: Service Catalog Benefits
Benefits
- Rapid customer adoption through familiar online retail experience
- Faster provisioning - from point of request through to delivery of goods and services
- Reduced risk through governance and controls ensuring compliance with corporate policies and operational approvals
- Cost reduction through standardization of service offerings and streamlining of fulfillment processes
- Value-based management information to optimize and transform the business
- Intelligent end-to-end service lifecycle management
- Demand management capability – move to use-based costing
- Improved quality of service – building stronger customer relationships:
- Single point of contact to meet customers' needs
- Service catalog targeted and relevant to customer e.g. customer's role, location, department
- Clear and predictable costs and delivery timescales
- Transparency on current status of requests
- Delivering what the customer needs, not what IT thinks they want.
Contact us to find out more about the benefits of our Service Catalog Software.
