Employee self-service, enterprise app store - IT service catalog automates IT's work. Full webinar recording available at: http://content.evergreensys.com/service-catalog-webinar-enterprise-app-store-balanced-design

1. The Enterprise App Store
Balanced Design Yields Happy Customers and
Automation of IT’s Work

2. 2
Speaker Bios
DON CASSON, CEO,
EVERGREEN SYSTEMS
Don has led Evergreen
Systems since its founding in
1997. Over the years he has
spoken at conferences,
authored white papers and
been interviewed for
numerous industry
periodicals.
Contact:
dcasson@evergreensys.com
JEFF BENEDICT, ITSM PRACTICE
MANAGER, EVERGREEN
SYSTEMS
Jeff manages the ITSM practice
at Evergreen and has worked
with ITSM tools for 15+ years.
Jeff is an active contributor to
the Evergreen Blog and Twitter.
(twitter.com/JeffSBenedict)
Contact:
jeff.benedict@evergreensys.com

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Today’s Agenda
• About Evergreen
• Balanced Design – beautiful customer self
service AND automation of IT’s work
– A design approach that gives you both
• Demo of Evergreen’s Enterprise App Store (built
on ServiceNow)
• Next Steps / Q&A

4. • 80-person U.S. IT Consulting Firm
• Worked with hundreds of Mid-Market and
Fortune 1000 Companies
• Full lifecycle firm with deep ITSM / ITIL
transformation experience
• One of Top 5 ServiceNow U.S. partners
• Primary Strategic Focus – “User-Centric IT
Service Management”
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About Evergreen Systems
Sample ClientsQuick Facts

5. What About the Customer?
Evolving…
IT’s Value
Customer Experience
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6. How Do We Define a “Service?”
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An outcome that meets a customer’s need
well enough to justify the purchase price.

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Services Balanced Design Principles
Customer
Experience
Execution
Effectiveness
Governance &
Accountability
Design From the Customer In,
Not IT Out
Design Management Needs
In From The Start
Give the Customer
What They Want to
Get What We Need
Build for the Providers Too or It Will Not
Work

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Services Balanced Design Principles
Customer
Experience
Execution
Effectiveness
Governance &
Accountability
• Simple
• Beautiful
• Complete
• Predictive
• Leading
Design from the Customer In, Not IT Out
Build for the Providers or It Will Not Work
Design Management Needs
In From The Start

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Services Balanced Design Principles
• 80/20 discipline for process re-engineer
& automate
• Core Services re-usable building blocks
• Standardize Offers / Pricing
• Do not make the customer do our work
Design from the Customer In, Not IT Out
Build for the Providers or It Will Not Work
Design Management Needs
In From The Start
Customer
Experience
Execution
Effectiveness
Governance &
Accountability

10. Give the Customer
What They Want to
Get What We Need
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The Critical Customer – Provider Ballet
Customer
Experience
Execution
Effectiveness
Governance &
Accountability

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Services Balanced Design Principles
• Visibility
• Quality of Service
• Value and Cost of Services
Design from the Customer In, Not IT Out
Build for the Providers or It Will Not Work
Design Management Needs
In From The Start
Customer
Experience
Execution
Effectiveness
Governance &
Accountability

12. Enterprise App Store Workflow
InstallShop Buy Enjoy!
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13. “Shop” Balanced Design
Customer Self Service
Browse software titles
Determine what is best for you
Place into shopping cart
Validate platform and operating system fit
IT Benefits
Customer information automatically populated on their login, including platform if available
No time spent guiding customer, discussing options
No manual shopping support actions
Ability to steer decisions without any IT interaction based on fit, degree of use, cost
Management gets data on customer preferences
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“Buy” Balanced Design
Customer Self Service
Enter their desired purchase method and department code
Get clear, consistent validation and approval
Much faster and easier
IT Benefits
Ease of management routing and approvals of purchase – with no IT involvement
Automation of financial validity check
Automation of finance allocation to proper cost code
Automatically check inventory levels, update levels on purchase, notify software inventory
manager if under stock, update software asset mgmt. for customer / dept.

15. “Install” Balanced Design
Customer Self Service
Choose their preferred installation method
Can be using the software within minutes
If installation doesn’t work, customer can
easily open a support request
IT Benefits
Automated installation methods are touchless for IT
IT not involved unless there is a problem
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16. Strategic Benefits
• Enhance security / reduce shadow IT
• Change IT’s reputation & relationship with your customer
• Cost & product information changes customer behavior
• Simplify the software portfolio
• Improve IT management & insight
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Evergreen’s Enterprise App Store
• Built with native ServiceNow
components (UI pages, UI
Macros, Style sheets, etc.) +
SCCM code
• Can be used within the
native catalog user
experience or as part of a
CMS based portal
• Over 150 sample software
titles are included
• Workflow activity definitions
assist with the creation of
custom software-based
workflows

18. Evergreen’s Solution Overview
Shopping
Experience for
browsing
software titles,
filtering based
on categories,
manufacturer
and easy to use
forms for
ordering the
software
Extensible
payment method
records can be
linked to
software titles to
handle
authorization
workflow as well
as posting billing
transactions
Extensible
distribution
methods,
including
workflows for
SCCM-based
software push,
software
download,
shipment and
pick-up
Ties into
software asset
management to
create software
assets, register
entitlements and
check inventory
as part of the
workflow
SCCM
Integration for
load of software
data and for
software push
included in
package.
Sample
integrations with
financial system
included
Payment
Methods
Distribution
Methods
License
Mgmt.
Shopping
Experience
Integration
Ready
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Evergreen’s Enterprise App Store on ServiceNow

20. One-Day, Private Service
Catalog Workshop - $3,950
Arrange a private, deep-dive Enterprise
App Store or Service Catalog demo for
you and your team
Enterprise App Store special offer -
$67,500 installed if purchased by 12/31/14
Possible Next Steps?
http://www.evergreensys.com
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• Questions?
• Thank you for your time
Wrap-Up