Girish's Mathrubootham's talk on why the service catalog shouldn't be restricted to just the IT department in the organization. Why should IT have all the fun, after all?

1. Why should IT have
ALL THE FUN?
Service catalogue for non-IT functions

2. Girish Mathrubootham
CEO
Freshdesk

3. Founded
in
2010
400+
employees
45,000+
customers
in
140
countries
launched
in
2013

4. Rise of the IT service catalogue

5. Understanding the dynamics of the IT team
Nobody notices
what we do until
we don’t do it

6. The problem with Email

7. 7
Users understand the range of services offered by IT
and respect IT

8. The Service Catalogue
Marketing of IT Services

9. The Service Catalogue
Marketing of IT Services
vs

10. The Service Catalogue – Benefits
Improve
Customer
Satisfaction
with
better
expectation
management
Accurate
information
capture
Increase
Efficiency
with
automated
workflows
Better
Reporting
vs

11. Understanding the service catalog ecosystem
Service
request
catalogue
&
self-service
Workflow
&
Automation
Service
Portfolio
Management
Reporting &
Financial
Management

12. Making the case of extending the
Service Catalogue beyond IT

13. Business
Support
Services
Security
Marketing Cust. Support
DevOps
HR
Facilities Finance
Legal
Sales-ops

14. Dynamics of Business Services team is similar to IT
Small Team
Stretched thin
Working Hard
Thankless job,
Not appreciated

15. Using Email for Business Services is
TERRIBLE

16. New
Hire
• Payroll
• HR
• IT
• Admin
Travel
• Admin
• Accounts
• IT
Employee
leaving
• Payroll
• HR
• IT
• Admin
New
Asset
• IT
• Purchase
• Accounts
Request Management crosses IT boundaries
Increase
in
Service
Requests
which
involves
multiple
departments

17. “The consumerization of IT is really about
societal change”
“The consumerization of IT” - The next-generation CIO, PwC, 2011

18. The Consumerization of IT
is not just a new device or an app, but the CX
Searching
on
Google
Shopping
on
Amazon
Tracking
via
FedEx
Always
on
mobile
#hashtags
@mentions

19. Enterprise Apps need to
redefine the CX

20. Service Catalogue is the killer tool for
Business Support Services
Focus
on
User
experience
&
Self
Service
Mobile
Automated
workflows
Better
Reporting
&
Metrics

21. Best Practices to consider when
implementing a Service Catalogue
Start
Small
&
iterate
Get
buy-­‐in
from
people
Focus
on
getting
one
critical
business
process
right
Get
Customer
Feedback

22. ”Really puts self service and
power in our users hands to
request what they want and
automate the process completely.
They don't have to spend a lot of
time putting in a ticket and
explaining what they want. It's a
system that we can replicate over
and over and that makes it really
easy.”
Service catalogue for
employees to request
training.

23. freshservice.com