A Third of Organizations State ‘Defining and Designing’ Their Services As the Biggest Challenge in Setting Up a Service Catalog
January 26, 2010
36 percent of respondents considered the task of defining and designing their services as the biggest hurdle during a Service Catalog project
United Kingdom, 26th January, 2010 – Axios Systems, the world’s leading provider of IT Service Management (ITSM) solutions, including the assyst software, today reveals further results of a recent global survey that details the main challenge organizations find, or expect to find, with a Service Catalog project is the defining and designing of their services.
Axios recently revealed that 64 percent of organizations are implementing or looking to implement a Service Catalog in the next 6 months and with this type of project, although there are definite benefits, there are also some challenges that need to be overcome.
When asked about the challenges that organizations had faced, or expected to face, with a Service Catalog project, 36 percent of respondents considered the task of defining and designing their services as the biggest hurdle.
Ailsa Symeonides, Sales & Marketing Director at Axios Systems, says, “A tool, such as the assyst Service Designer within the assyst Service Catalog, enables organizations to intuitively design services using a pre-defined template library, which can be used for all business departments including IT, HR and Facilities Management. Since the assyst Service Catalog fully integrates with the CMDB it helps organizations achieve end-to-end lifecycle management of services.”
The second biggest challenge for IT, with 20 percent of respondents agreeing, is changing their approach and mindset to look at services in a non-technical way. It is essential that IT does this in order to provide the services on offer in a way that appeals to all customers, who may have a variety of needs. If customers do not understand the services on offer, and if the catalog is not user-friendly, this may risk poor buy-in of the Service Catalog.
In a recent white paper, Sharon Taylor, ITIL® V3 Chief Architect, says, “How the service is depicted in the Service Catalog carries a major significance for appealing to customer needs. This will not only please existing customers but may be the reason new customers are attracted to you as a service provider!”
Although each project will have its challenges, the benefits that can be achieved from the implementation are far greater. Almost half (44 percent) of survey respondents expected the biggest benefit of a Service Catalog to be the improvement in management of services and 35 percent felt the clarity of the services provided to the customers was another advantage.
Sharon continues, “The validity and usefulness of the Service Catalog relies on a solid foundation of information and management. Having a well structured and functioning Service Catalog can link business needs directly to IT services and then into the technical infrastructure. This improves the awareness, understanding and positive cultural behaviors that make effective Service Value Management possible.”
The study was conducted in November and December 2009 and is based on over 1200 IT professionals from North America, Europe and Asia.
About Axios Systems
Axios Systems is the world’s leading provider of IT Service Management (ITSM) solutions. Its customer-centric approach, combined with its award-winning software, enables customers to improve their Service Delivery and Support and deliver Continual Service Improvement (CSI) by helping to align and realign IT services to changing business needs, supporting business processes and improving productivity.
Benefiting from more than 20 years of development and investment around Best Practice principles, Axios Systems’ core solution, assyst, built around its market-leading Configuration Management Database (CMDB), intuitively steers users through the ITIL® (Information Technology Infrastructure Library) processes which help organizations transition toward the next generation of ITSM and Service Desks. assyst offers a unique lifecycle approach to ITSM with the integration of all ITIL® processes (including Incident, Capacity, Problem, Change, Asset, Configuration and Service Level Management), twelve of which have been verified by Pink Elephant’s PinkVERIFY service as compatible with industry best practices (based on ITIL® V3), in a fully integrated, out-of-the-box application. It empowers management with a dashboard-based transparent view of real-time performance against Service Level Agreements (SLA), and Operations Level Agreements (OLA).
Implementing assyst into an organization optimizes IT Infrastructure efficiency, reduces overheads and lowers the total cost of IT ownership (TCO), helping to ensure a significant return on investment (ROI) with rapid time-to-value. Axios also offers a comprehensive set of consulting and training services to support ITSM best practices in an organization.
Axios is headquartered in the UK, with offices across Europe, the Americas, Middle East and Asia Pacific. Axios’ global presence is further strengthened with a worldwide network of partners. For more information, visit: www.axiossystems.com.
ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office.
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