IT & DATA MANAGEMENT RESEARCH, |
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Service Catalog 2008: Service Management Keystone, and Much More
Abstract: In August 2008, EMA completed this groundbreaking research study into service catalog, based on a survey of more than 150 IT professionals, plus many additional focal interviews. All participants were engaged materially with acquisition and implementation of the service catalog system. The research confirmed that the service catalog is not simply the latest incarnation of the venerable service desk/self-help system. In fact, with organizations of all types using service catalog as a foundation for IT service management and business service management, as well as leveraging it across non-IT functions including facilities and HR, the service catalog is well on its way to becoming the next “killer app.” |
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