Christophe Bouchardeau, Director of ServiceNow Southern Europe, discussed the concept of the service catalog and raised questions about the design and its evolution.
The state of infrastructure management proves the maturity of the company’s IT (usually strategy…). Christophe Bouchardeau, Director of ServiceNow Southern Europe, shared his views on the field. Strong potential is still to be developed…
Silicon.fr: In France, what is the specific direction we are developing towards the field service catalog?
Christophe Bouchardeau: In nine out of ten cases, the concept of service catalog comes from the expression of needs and the improvement of user experience. Overall, the company hopes to do better than in the past 20 years.
Nowadays, CIOs have no choice because of the business manager’s requirements for display services (even if not formulated in this way) for display.
Usually, because existing technologies do not allow (or simply cannot be implemented) technologies, or because they encounter service definition problems (taxonomy) as the basis of services, they cannot achieve this development. ‘Service catalog.
The beginning of the project is usually still basic: the management of events, changes and configurations. Secondly, there is the problem of service catalog. Some companies already have solutions, but they are not allowed to deploy service catalogs or user portals.
Can’t they just add ServiceNow on top of existing services?
Indeed, some companies have asked us whether it is possible to add ServiceNow on top of existing services to create a catalog of services and portals. However, this configuration does not help and adds a layer to the existing complexity.
In almost all cases, we must redesign the system, because the key to success lies in our platform (and our CMDB), which simplifies things. The problem with the service catalog is not only in designing it, but also in it. Keep survival and development.
Why deploy a “Redoute directory” containing frozen pages that cannot be changed? If the weather is sunny in autumn, I can’t buy light clothes because the new series has completely replaced the previous series? …The interest of the service catalog lies precisely in simplifying its evolution, the flexibility and ergonomics of its user interface.
Who is your contact person in the company on these topics? what are you saying? What is their IT maturity?
Among our interlocutors, we started to meet with the managers of the service management department, but this is still an exception. Our contact person is the head of IT production and CIO.
The most discussed topic is the service catalog and its life cycle, not just incident and change management. Our customers tell us that end-to-end service management through the ServiceNow platform provides them with the precise flexibility they need.
However, old, well-established reflections will soon appear, such as the V-shaped project loop method. In the field, it is clear that agile and more optimized methods are not natural. In fact, ServiceNow usually allows them to take this important step.
As for governance, this is a highly mature stage and it is still a major issue. However, it turns out that achieving goals in many companies is still complicated because it seems difficult to implement a truly proactive change policy.
Please also read:
Frank Slootman of ServiceNow: “Our platform goes far beyond ITSM”
ITSM: ServiceNow shifts to platform and application development
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