Service Management Online
Creating A Successful Service Request Catalogue

by Phylis Drucker

Phyllis Drucker's IT service management knowledge and experience shines through in this publication. The text does an excellent job of defining Service Request Catalog-related terms and concepts. Perhaps more importantly, it surrounds those concepts with realworld examples and practical advice.

Donna Knapp, ITSM Academy (LinkedIn)

Phyllis has given us a great outline for taking a Service Catalogue from a static collection of service artefacts and extending their utility into an actionable Service Request Catalogue. If you haven't fully developed your Service Catalogue, this resource can help you progress that effort as well. She highlights the most important considerations as well as common pitfalls and offers useful solutions.

Dennis Ravenelle, Harvard University Information Technology (LinkedIn)

This book affirms my favoured practice where IT and enterprise come together. This book follows the journey where process and technology combine to optimize business outcome. Reading it is as if you are on a consultancy job, with Phyllis leading you through the various stages; tricky details and principles are explained; simple and elusive counter -intuitive concepts are realized. Content is mostly tool agnostic and flexible enough to implement through adaptation and agility. It is also a thorough endorsement of th e need to learn and collaborate with business to build the catalogue. Although focused on producing a Service Request Catalogue there is enough here to integrate with an enterprise perspective and to engage with strategy and design to cover the service portfolio. I'm actually looking forward to my next catalogue engagement now that I have this book as my companion.

Brian Scott MBCS, Service Management Connect Ltd (LinkedIn)