A Tale of Two Service Catalogs

MyIT Service Request

By Dick Stark

Last week RightStar presented a webinar, “How to Create a Service Catalog using Best Practices.” At the beginning of the webinar I briefly described two recent customer service catalog go lives. Both were highly successful and deserve recognition, thanks to the great work of RightStar systems consultants. Here’s additional information.

The first is a hospital that provides primary, specialty and emergency care throughout Central Virginia through a network of clinics as well as a main hospital that has more than 500 beds. The hospital has been a Remedy customer since version 2, meaning they have run Remedy on their service desk for more than 15 years. Last December, RightStar helped them upgrade to Remedy V9 and in February began a Service Catalog/MyIT project to replace SRM, eventually supporting 22,000 users. The June 2 go-live also included a roll-out of Smart IT and Smart Reporting

Over 50 Service Request Definition requirements were gathered and fully built by RightStar, then User Acceptance Tested and approved by the hospital for use within MyIT, which was rebranded as MyHIT. Examples of service request types built include Facilities, reports and documentation, medical and custom application assistance, HR/Finance/Supply Chain, Network, mobile app, training, and email.

RightStar and the hospital followed a detailed project plan focused on rapid development of SRDs and branding which allowed the project to go-live over a three-month period.

RightStar L1 support also played a key role in supporting questions and requests during the development cycle, which allowed the RightStar consultant(s) to stay focused on quality communication, configuration and development efforts to ensure a successful go-live experience.

Since go-live, there have been no technical issues reported and no complaints by users, and feedback has been positive across the board. Absolutely no go-live support has been required by RightStar so far.

The second, a government agency, ensures that millions of Americans have adequate health insurance. RightStar has worked with this agency since last summer. We began with a Remedy 8 upgrade project and started an SRM version 8 Service Catalog project in January. This service catalog did not include the MyIT front-end.

There, RightStar replaced an end-of-life facility management application with about 70 new service requests to create work order tickets in Remedy. Service examples included: handyman, grounds and parking lot, conferences/meetings, and elevator issues. Now there are thousands of end-users hitting the Service Catalog portal and about 80 support users working the tickets in Remedy.

RightStar participated in an agile project which went from design to go-live in less than four months. As a result of extensive testing, go-live support consisted only of changes to workflow rules and SRDs. The customer is very satisfied with the rapid roll-out and will continue to work with RightStar on future projects such as a Remedy 9 upgrade planned for later this year.

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About dick1stark

I am the President, CEO, and founder of RightStar Systems, a leading IT consultancy and BMC Software Solution Provider and Atlassian Expert Partner. My passion is customer success—whether it’s reducing the cost of service management, improving overall efficiency, or increasing end-user or employee satisfaction. Since founding RightStar in 2003, RightStar has made the INC 5000 list four times. In 2011, RightStar was awarded the prestigious National Capital Business Ethics Award (NCBEA) by the Society of Financial Service Professionals based upon RightStar’s foundation of honesty, ethics, and integrity. And in 2014, RightStar was selected by Forrester Research as one of 13 North American companies profiled in its ITSM Consultancy Wave Report. Finally, in 2016, BMC selected RightStar as its 2015 Supplier of the Year for its consulting partnership and excellence in service delivery. Dick is a graduate of Stanford University and a Project Management Professional (PMP).
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