http://www.itskeptic.org/sample-business-service-catalogues-are-generally-h Comments for "sample Business Service Catalogues are generally hideous" en http://www.itskeptic.org/sample-business-service-catalogues-are-generally-h#comment-7772 <p>Hhhmm... I penned a blog on this a while ago - entitled <a href="http://ianmclayton.com/?p=446" rel="nofollow">"Dead Animals, Pizza and Five ‘Service Catalog’ Myths"</a></p> <p>'Business Service Catalogs' are a misnomer. It is the choice of every service provider as to whether they market their products and services through a catalog. You do not need to. Typically, if you look around you and at the outside, may I say real world, we are surrounded by folks shouting their product capabilities at is through various 'service delivery/marketing channels'. Just take a look at your online banking system - where many of us pay bills and manage our check-book. </p> <p>These banking sites, pizza ordering sites, and as I penned, even local government, offer a service portal. The portal may contain a catalog, but likely focuses more on individual requests - such as 'remove dead animal', or 'cancel my check'. Rather than a service catalog, start with a service REQUEST catalog and the design of a portal than can be accessed easily from a mobile device - such as a phone or even a tablet.</p> <p>If you are building a service catalog and designing a website - be very, very careful in making sure you carry forward your own experiences interacting with websites as part of your own daily life activities....</p> Mon, 03 Jan 2011 20:12:17 +0000 ianclayton comment 7772 at http://www.itskeptic.org http://www.itskeptic.org/sample-business-service-catalogues-are-generally-h#comment-7733 <p>Huh, they are demonstrating the features of the software?<br /> Buyers of service catalog are IT, not the rest of the business that will actually be using it.<br /> It's in inside-out point of view.<br /> They would seem to well understand their economic buyer's perception of needs.</p> <p>In comparison:<br /> External customer-facing CRM systems and call centers obsessively measure customer satisfaction - often for each transaction.</p> <p>An interesting question for your readership is to do a survey of how many ITIL-based, internal service desks measure customer satisfaction? And, of those, how many measure it for each transaction?</p> <p>This is one of those good management, Hawthorne effect questions - will just measuring customer satisfaction improve employee performance related to customer satisfaction?</p> Thu, 23 Dec 2010 15:39:03 +0000 CaryKing comment 7733 at http://www.itskeptic.org