By Dick Stark
On Thursday we hosted a BMC FootPrints/Service Core Webinar for approximately 100 SDE, Remedy, FootPrints, and Track-It customers and prospects. I pointed out the three key building blocks of any successful ITSM system: a finely tuned CMDB, Analytics Engine, and Service Catalog. Then, we backed this up with a terrific presentation and demo. As I mentioned during the webinar, whether we’re ready or not, Service Catalogs are everywhere, as illustrated by my new car purchase. Turns out it came with its own personalized service catalog.
I experienced first-hand “my own” service catalog this week. While driving on the beltway, I noticed a tire icon blinking on the dashboard. While disconcerting, I hoped this incident was a “false positive,” and kept driving. When I did stop, I noticed that everything seemed to be ok. My next step, a phone call to the dealer? Hardly, I wasn’t even sure whom to call. Try to research this using the owner’s manual? At 800 pages, it took up the entire glove box. Instead, I hit the automaker’s web portal (service catalog), that was customized for me when I purchased the car. There I determined next steps and was able to fix my own incident.
Fortunately, this automaker understands excellent customer service and how to build service catalogs that really work. For example, my customized service catalog offers:
- Knowledge management (searchable manuals and resources) that allows me to resolve my own incidents.
- Education and training (how-to and do-it-yourself videos, )
- Service history and maintenance schedule (so a technician has the necessary information to properly troubleshoot a particular incident)
- Service appointments (like Apple’s Genius Bar, in case I needed to bring the car in).
- Account Management. From here, I can link my mobile phone to my car and to Facebook, Pandora, MovieTickets.com, and OpenTable. This allows me to buy movie tickets, make restaurant reservations, and listen to Internet Radio while driving.
Like this auto manufacturer, IT organizations need to move from service support to customer care. Astonishingly, based upon our survey of our webinar attendees, only 23% have a working service catalog, with just 20% in the process of implementing one. IT must move quickly to show value back to their respective organizations. They can do this by reducing the number of tickets and delivering a better user experience.
A well though-out service catalog is a good place to start. BMC offers service catalogs with all its current service desk tools: Remedy, Remedyforce, and FootPrints. IT’s goal, for example, should be to make provisioning a laptop or cellphone as easy as ordering a book from Amazon. It is the service catalog that defines and communicates standardized offerings, to ensure that every request is not a one-off project. And RightStar has the experience to give organizations what they need: fewer tickets, fewer support staff, and better customer care.