Why Your Service Catalog is Broken – and How to Fix It

By Dan Turchin, chief executive officer and co-founder of Aeroprise. Follow Dan on Twitter.

We’re proud to announce the launch of our newest product, Aeroprise Mobility for BMC Remedy Self Service.

Here’s the press release. Here’s an overview of why this product is the most exciting one we’ve ever launched.

And here’s a short launch video and a product demo.

Now that we can share more details I thought I’d pass along a story a customer told me recently, versions of which I’m hearing almost daily.

A VP of IT at one of our largest customers told me last week he’s frustrated by what happened since they introduced their service catalog. First, it took a lot longer to define the services IT offers than he expected. He gave a simple example: onboarding an employee is standard catalog fare yet each company he has been at has its own unique process that combines various HR, finance, IT, and operations tasks in various ways. The workflow gets complicated fast.

After nine months they finally launched a catalog to 55,000 business users with an initial set of 47 core services. The holy grail, right? Worthy of a ticker tape parade? Promotions and raises all around? Not so fast. Turns out he didn’t anticipate a separate, bigger challenge: getting 55,000 employees to care.

His team did everything you’d expect to introduce the catalog. They hosted webcasts, created online training videos, posted banners with pithy slogans in break rooms, even rewarded frequent submitters. And yet, a paltry number of users even bothered to access the request portal. Even worse, six months after launch, call volume to the help desk was about the same as before and customer satisfaction with IT was unchanged.

He gathered his braintrust, surveyed users, and learned the problem wasn’t with the catalog – in fact, users gave it high marks. The problem was when users had IT issues they didn’t bother getting to a PC. It should come as no surprise that they did what they’d always done: pick up the phone. Which gave him this epiphany: what if submitting a service request was as easy as calling the help desk?

Enter Mobile SRM. They’re now deploying an Aeroprise mobile service catalog for their BMC Remedy SRM app that is truly, finally, beautifully simple. Quicker than a phone call. Always available. Fully integrated with the business to deliver results that actually make the catalog matter. It’s early to draw conclusions but he said he got stopped in the hall by an HR Director who waved her BlackBerry at him and said she just approved a request for a new PC that would have clogged her inbox for days before. That approval triggered an alert to the line manager who submitted the request from his iPhone. He said she was giddy (when was the last time you met a giddy HR Director?).

So my VP friend is fired up – and rightfully so. But what’s powerful isn’t the IT success story. It’s the cultural shift enabled by a few forward-thinking execs and mobile technology. What’s next? Probably no ticker tape parade. But maybe a raise and promotion.

Click here to see Mobile Self Service in action. Or call +1(866)809-9102 to schedule a live demo.

The postings in this blog are my own and don’t necessarily represent BMC’s opinion or position.

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