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The Enterprise Service Catalog - Unifying IT Services for the Digital Age

Dennis Drogseth

While service catalogs are not new, they are becoming increasingly critical to enterprises seeking to optimize IT efficiencies, service delivery and business outcomes. They are also a way of supporting both enterprise and IT services, as well as optimizing IT for cost and value with critical metrics and insights. In this blog, we'll look at how and why service catalogs are becoming ever more important both to IT organizations and to the businesses and organizations they serve.

What's Cooking in General with Service Catalog Deployments?

Potentially, service catalogs can span everything from supporting internal IT professional needs to end-user needs for IT support, to end-user access to internally delivered software and applications, to support for third-party cloud services across the board, to actual support for enterprise (non-IT) services as managed through an integrated service desk.

Of course the game is changing, with added pressures to support cloud, mobile and enterprise (non-IT) services. But data and dialogs from last year show clear trends that reflect pushing the bar forward in all these areas from past years — with a striking diversity of options. Indeed, enhanced automation for self-service was and remains at the very top of the list for IT service management priorities going forward.

Interestingly enough, internal IT-to-IT provisioning (new servers, deployment requests, etc.) and support for IT professional services (as in project management capabilities) remain among the highest priorities for enterprise service catalogs. But close behind, are:

■ Support for cloud and non-cloud delivered applications

■ End-user access to production services/ applications

■ End-user device (PC, laptop and mobile) provisioning

■ End-user support (help and incident management)

Perhaps not surprisingly, true "appstore" type access for end-user self-service provisioning was far behind these priorities in mid-year 2015. But current EMA dialogs show a growing interest in providing a more complete and self-sufficient storefront approach.

A Few Critical Service Catalog Dimensions

The dimensions of how this is done can range drastically in scope, but ideally enterprise service catalogs will provide metrics for cost and usage, selective service level (service quality) guarantees as appropriate, strong support for secure and appropriate access based on end-user or IT professional roles, and integrated levels of automation to make service provisioning more dynamic, accessible and efficient. Oh, and yes, in the more advanced IT environments, service catalog integrations can handshake as well with service modeling and configuration management databases (CMDBs) to enable yet more advanced levels of automation This can be especially helpful when catalog services are tied to development and DevOps initiatives.

And finally, service catalog access should span not only desktop and laptop access, but increasingly mobile access as appropriate. For instance, nearly two-thirds of our respondents in last year's research were seeking to provide mobile access to corporate application services, and that percentage is steadily climbing higher, as mobile continues to redefine IT and consumer priorities.

Growing areas of interest for service catalog inclusions: cloud and enterprise services

Even last year support for cloud services in service catalogs was striking — at nearly 90%. And cloud priorities in type reflect a growing and rich diversity. These include:

■ Internal software-as-a-service (SaaS) applications

■ Internal infrastructure-as-a-service (IaaS) services

■ Software-as-a-service from public cloud

■ Infrastructure as a service from public cloud

■ Internal platform-as-a-service (PaaS) offerings

■ Platform-as-a-service from public cloud

The above list is in ranked order based on mid-year 2015, and subsequent dialog and research in 2016 would indicate a fair amount of consistency, but with a modestly growing preference for public cloud.

Just as striking as cloud in its impact on IT is the growth of including enterprise service support through integrated service desk and IT service management options. Indeed, a separate commentary on the coming together of business process automation (BPA) and IT process automation (ITPA) — (it isn't really quite there yet) — would probably warrant at least a blog, and maybe a book. But this coming together is reflective of the striking number of IT organizations that are making the leap. Indeed, even a year ago, only 11% had no plans to consolidate IT and non-IT customer service.

In terms of service catalog specifics, the following enterprise groups were shown to depend on service catalogs to support their services:

■ Vendor and contract management

■ Facilities management

■ Purchasing

■ Enterprise operations

■ Sales

■ Human Resources

■ Marketing

■ External customer facing catalog options

■ Corporate finance

■ Legal

What Makes for Success When It Comes to Service Catalog Adoption?

As many of my readers know by now, in most of my research I like to contrast those who view themselves as ‘extremely successful' with those who were only marginally so (the two extremes), which almost always produces meaningful patterns of difference. In this case, the following patterns arose:

Those ITSM teams who viewed themselves as extremely successful were:

■ 2X more likely to have a service catalog

■ 2X more likely to offer users access to corporate applications through mobile

■ Dramatically more likely to support cloud-related services in their catalogs. In fact they were 5X more likely to support SaaS from public cloud and 6X more likely to support PaaS from public cloud.

■ Considerably more likely to support enterprise services, including:
- 2X more likely to support human resources
- 3X more likely to support facilities management
- 2X more likely to support legal
- More than 4X more likely to support purchasing
- 5X more likely to support marketing
- Nearly 3X more likely to support enterprise operations

Given this rather heady show of data, it becomes harder and harder to argue against the impression that we're not only living in the midst of the "digital age" in which "digital transformation" is key, but that service catalogs are increasingly becoming a critical cornerstone in making digital transformation yet more of a reality. Current EMA research, underway now, will explore the role of service catalogs in optimizing IT for cost and value. I'll be sharing these highlights with you in another blog later in Q3.

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The Enterprise Service Catalog - Unifying IT Services for the Digital Age

Dennis Drogseth

While service catalogs are not new, they are becoming increasingly critical to enterprises seeking to optimize IT efficiencies, service delivery and business outcomes. They are also a way of supporting both enterprise and IT services, as well as optimizing IT for cost and value with critical metrics and insights. In this blog, we'll look at how and why service catalogs are becoming ever more important both to IT organizations and to the businesses and organizations they serve.

What's Cooking in General with Service Catalog Deployments?

Potentially, service catalogs can span everything from supporting internal IT professional needs to end-user needs for IT support, to end-user access to internally delivered software and applications, to support for third-party cloud services across the board, to actual support for enterprise (non-IT) services as managed through an integrated service desk.

Of course the game is changing, with added pressures to support cloud, mobile and enterprise (non-IT) services. But data and dialogs from last year show clear trends that reflect pushing the bar forward in all these areas from past years — with a striking diversity of options. Indeed, enhanced automation for self-service was and remains at the very top of the list for IT service management priorities going forward.

Interestingly enough, internal IT-to-IT provisioning (new servers, deployment requests, etc.) and support for IT professional services (as in project management capabilities) remain among the highest priorities for enterprise service catalogs. But close behind, are:

■ Support for cloud and non-cloud delivered applications

■ End-user access to production services/ applications

■ End-user device (PC, laptop and mobile) provisioning

■ End-user support (help and incident management)

Perhaps not surprisingly, true "appstore" type access for end-user self-service provisioning was far behind these priorities in mid-year 2015. But current EMA dialogs show a growing interest in providing a more complete and self-sufficient storefront approach.

A Few Critical Service Catalog Dimensions

The dimensions of how this is done can range drastically in scope, but ideally enterprise service catalogs will provide metrics for cost and usage, selective service level (service quality) guarantees as appropriate, strong support for secure and appropriate access based on end-user or IT professional roles, and integrated levels of automation to make service provisioning more dynamic, accessible and efficient. Oh, and yes, in the more advanced IT environments, service catalog integrations can handshake as well with service modeling and configuration management databases (CMDBs) to enable yet more advanced levels of automation This can be especially helpful when catalog services are tied to development and DevOps initiatives.

And finally, service catalog access should span not only desktop and laptop access, but increasingly mobile access as appropriate. For instance, nearly two-thirds of our respondents in last year's research were seeking to provide mobile access to corporate application services, and that percentage is steadily climbing higher, as mobile continues to redefine IT and consumer priorities.

Growing areas of interest for service catalog inclusions: cloud and enterprise services

Even last year support for cloud services in service catalogs was striking — at nearly 90%. And cloud priorities in type reflect a growing and rich diversity. These include:

■ Internal software-as-a-service (SaaS) applications

■ Internal infrastructure-as-a-service (IaaS) services

■ Software-as-a-service from public cloud

■ Infrastructure as a service from public cloud

■ Internal platform-as-a-service (PaaS) offerings

■ Platform-as-a-service from public cloud

The above list is in ranked order based on mid-year 2015, and subsequent dialog and research in 2016 would indicate a fair amount of consistency, but with a modestly growing preference for public cloud.

Just as striking as cloud in its impact on IT is the growth of including enterprise service support through integrated service desk and IT service management options. Indeed, a separate commentary on the coming together of business process automation (BPA) and IT process automation (ITPA) — (it isn't really quite there yet) — would probably warrant at least a blog, and maybe a book. But this coming together is reflective of the striking number of IT organizations that are making the leap. Indeed, even a year ago, only 11% had no plans to consolidate IT and non-IT customer service.

In terms of service catalog specifics, the following enterprise groups were shown to depend on service catalogs to support their services:

■ Vendor and contract management

■ Facilities management

■ Purchasing

■ Enterprise operations

■ Sales

■ Human Resources

■ Marketing

■ External customer facing catalog options

■ Corporate finance

■ Legal

What Makes for Success When It Comes to Service Catalog Adoption?

As many of my readers know by now, in most of my research I like to contrast those who view themselves as ‘extremely successful' with those who were only marginally so (the two extremes), which almost always produces meaningful patterns of difference. In this case, the following patterns arose:

Those ITSM teams who viewed themselves as extremely successful were:

■ 2X more likely to have a service catalog

■ 2X more likely to offer users access to corporate applications through mobile

■ Dramatically more likely to support cloud-related services in their catalogs. In fact they were 5X more likely to support SaaS from public cloud and 6X more likely to support PaaS from public cloud.

■ Considerably more likely to support enterprise services, including:
- 2X more likely to support human resources
- 3X more likely to support facilities management
- 2X more likely to support legal
- More than 4X more likely to support purchasing
- 5X more likely to support marketing
- Nearly 3X more likely to support enterprise operations

Given this rather heady show of data, it becomes harder and harder to argue against the impression that we're not only living in the midst of the "digital age" in which "digital transformation" is key, but that service catalogs are increasingly becoming a critical cornerstone in making digital transformation yet more of a reality. Current EMA research, underway now, will explore the role of service catalogs in optimizing IT for cost and value. I'll be sharing these highlights with you in another blog later in Q3.

Image removed.

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According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...