IT At Your Service
Six months ago, we set off on an ambitious review of IT service catalogs. Ambitious not because of technical complexity, but because service catalogs--portfolios of services that an IT organization offers its end users--are an emerging market with a number of diverse software tools.
We were excited about the prospect of classifying these products into neat containers and seeing how they stacked up against our testing scenario. Instead, we found a fractured market with a lot of confusion over even the most basic tenets of what comprises a service catalog.
Some vendors bundled capabilities well beyond the service catalog, while others didn't want us looking at their products or ignored us completely. In the end, we examined offerings from CA, Service-now.com, PMG, and NewScale--a cross section of delivery platforms and capabilities.
Table of Contents
2 NewScale Shines
5 Build Your Own Services
6 A Service Catalog In The Clouds
8 PMG Service Catalog Is Ready For Business
10 NewScale Makes The Work Flow
About the Author
Michael Biddick is CEO of Fusion PPT and an InformationWeek Analytics contributor. He has worked with hundreds of government and telecommunications service providers in the development of operational management solutions. Most recently he has supported the Department of Homeland Security and the U.S. Department of Defense in the deployment of ITIL-based processes that are utilized to make their organizations more transparent and cost effective. Certified in several ITIL life cycle service areas, Michael is also able to leverage over a decade of operational tool design and implementation experience with service desks, network management systems and consolidated management portals in making enterprise architecture decisions.
Prior to joining Fusion PPT, Michael spent 10 years with a boutique consulting firm and Booz Allen Hamilton, developing enterprise management solutions for a wide variety of both government and commercial clients. He previously served on the academic staff of the University of Wisconsin Law School as the director of information technology.
Michael earned a Master of Science from Johns Hopkins University and a dual bachelor's degree in political science and history from the University of Wisconsin-Madison. As a contributing technology editor to InformationWeek and Network Computing, he has authored more than 50 articles, including reports on cloud computing, government IT strategies, SaaS and IT process improvement.
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