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EMA Launches New IT Service Catalog Research and Services

Latest research study help IT organizations drive business value by expanding the role of the IT service catalog.
Aug 7, 2008

ITSM Watch Staff



Enterprise Management Associates, an IT management research and consulting firm, today announced the availability of the new research report  Service Catalog 2008: Service Management Keystone, and Much More, and the launch of new services focused on the expanding role of the IT service catalog. The new services include the EMA Service Catalog Assessment Service and a one-day Service Catalog Workshop.


"Based on our research and ongoing discussions with IT leaders, organizations of all types are using the service catalog as a foundation for IT service management and business service management, as well as leveraging it across non-IT functions such as facilities and HR, said Paul Burns, senior analyst for EMA, in a statement.


"Our new research and service offerings provide IT professionals with the in-depth knowledge and practical guidance required to determine the effectiveness of existing programs and develop improvement strategies that truly leverage the value of the service catalog in the enterprise."


The goal of this new EMA research study was to uncover the key factors that lead to successful service catalog deployments and to explore the current state of service catalog adoption and implementation.


Each of the more than 150 IT leaders participating in this study was engaged materially with acquiring and implementing their organization's service catalog system. Participant companies spanned all sizes, from small- and medium-sized businesses to very large enterprises, across a broad range of industries and from all major geographies.


Key study findings include:


-- Companies of all sorts have come to rely upon the service catalog as a core enterprise application and more service catalog implementations are driven by combined business and IT interests than are driven solely by IT.


-- Forty two percent (42%) of respondents include non-IT services (for example, HR, facilities, legal, etc.) in their service catalogs, suggesting that the service catalog is indeed moving into the category of enterprise application and rising above its previous label as simply an IT tool.


-- Seventy three percent (73%) of respondents indicated business and customer involvement as having a positive or highly positive impact on deployment, and fully 41% of service catalog projects involve a C-level executive (CTO, CIO, CEO, CFO), further bolstering the argument that service catalogs are not just IT-focused tools.



Burns will conduct a free EMA Webinar highlighting additional key findings from this study on August 12. To register, please visit: http://www.emausa.com/ema_lead.php?ls=servcatpr0808&bs=servcat0808.


In conjunction with the release of this new research report, EMA has introduced two new service offerings to help organizations succeed with their IT service catalog initiatives:


EMA Service Catalog Assessment Service - This new service helps IT organizations plan for an actionable service catalog that meets the needs of IT users, IT staff, and senior IT and business management. During this 8-week engagement, EMA consultants use proven methodologies and tools to identify critical issues, gather requirements from across the organization, design an overall service catalog architecture, and narrow down a short-list of appropriate tools.


EMA Service Catalog Workshop - Enterprise Management Associates' new one-day workshop provides IT organizations with practical advice and tailored guidance to help kick-off or accelerate an IT service catalog initiative. Workshop attendees will learn about a straightforward, 5-step process for defining IT services and put the process into practice during a series of hands-on exercises.


EMA also offers a free, online Service Catalog Solutions Center where users can compare in-depth profiles of 8 leading service catalog solutions to find the right one for their organization. Register for free access at: http://itsolutions.emausa.com/register.php.

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