Tools to support the service request catalogue have been evolving rapidly. The catalogue has grown from a tedious, form-based catalogue to a true internet shopping experience. The tools used to deliver the service request catalogue have matured significantly, but the power of these tools is not truly being realized. Organizations need to transform their thinking about how they can implement a request catalogue into a full-scale internet service portal to support an entire organization. The customer experience is the number one priority in its design.
Phyllis Drucker is an innovative and focused industry leader with over 20 years' experience in business and IT strategy, Service Management and Governance. As Senior Business Process Consultant for Linium, LLC she uses her experience in business process design, implementation strategy road mapping including organization change management, project management and team building to help organizations implement Service Management programs and tools. An ITIL® v3 Expert, accredited to train all ITIL® certification programs, she is an accomplished speaker for itSMF, HDI, BrightTALK, All Things ITSM and Linium. Her service request catalog expertise comes from implementing numerous catalogs for Linium's clients.