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Following hotly in the footsteps of the CMDB we are now to believe the service catalog is the 'must have' ITSM item. But is it? And if it is, doesn't that mean we have to know what a service is before we can develop one. One did I say one, can there be more than one? In a recent survey of conference attendees in Germany - 100 out of 120 said they had an active service catalog project. 0/100 claimed any tangible business benefit or reason why whet they were doing might actually be used by a customer!
In this session I will explain the true purpose of a catalog and how to approach building one that customers will actually enjoy using, and that becomes an integral part of a customer engagement strategy... but to do that I will have to begin and end the whole process from the "outside-in"


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