Building a Successful Service Catalog

Watch on Demand – Mercedes Alvarez-Arancedo of California State University, East Bay (CSUEB), with Richard Pilgrim and Jason Rosenfeld of Cask, LLC hosted an information session with itSMF USA to help organizations learn how CSUEB:

  • Rationalized their services from over 150 down to just over 50 services
  • Developed a foundational Service Portfolio
  • Built a structured hierarchy and used terminology that was meaningful to faculty, students and staff
  • Defined each service family, service and request actions
  • Implemented their Service Catalog in ServiceNow
  • Communicated and marketed their Service Catalog across campus