Many organizations today understand that an IT Service Catalog increases end user satisfaction, reduces the cost of service delivery, and helps change the perception of IT from cost-center to value-added business partner. Deploying an actionable Service Catalog — enabling self-service requests through an online catalog of standardized services — can help your IT organization make an immediate and tangible improvement in this IT-business relationship.
The first step, according to industry experts and ITIL version 3, is to define the standard services that IT offers in a Service Catalog. This online "IT brochure" can be used to market and describe both business and technical services, spanning from the workplace to the data center. From there, IT can make these services operational by providing an easy-to-use self-service portal for end users to request them and automate the fulfillment — as well as to track consumption and manage budgets for greater IT cost transparency.
With the newScale FrontOffice™ Suite, you can improve user satisfaction and deliver cost-effective workplace services that meet the needs of your business customers:
- Define and publish standardized workplace service offerings in a Service Catalog;
- Enable self-service with an easy-to-use "e-commerce" ordering experience;
- Govern approvals and orchestrate multi-vendor automated provisioning;
- Provide status updates and track the lifecycle for each service;
- Manage consumption and costs, with visibility into usage and a bill of services.
Some vendors claim to provide Service Catalog functionality, yet they merely offer a way to document services in a database; or they simply provide a self-service front end to their help desk tool. Only newScale provides the fully integrated ability to both define a Service Catalog and make it actionable and operational — for determining the right portfolio of service offerings, negotiating service level options with the business, enabing self-service request fulfillment, tracking IT budgets and consumption, and managing the lifecycle of each service.
newScale's vision is to provide end-to-end software solutions for what industry analysts refer to as the "front office" — to effectively run IT as a business — complementing IT's traditional "back office" operational tools.
newScale FrontOffice™ Suite
| Products | newScale PortfolioCenter™ | newScale RequestCenter® | newScale LifecyleCenter™ | newScale DemandCenter™ |
| Description | Service portfolio management and IT-business relationship management | Self-service request management and automated fulfillment | Lifecycle management for all requested service items | Demand management and cost management for IT services |
| Foundational Elements | newScale Service Catalog Foundation™ Service design, configuration, and administration |
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| newScale Service Reporting™ In-depth service measurement, analysis, and key performance indicators |
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| newScale Libraries of Service Catalog Templates Pre-built, configurable, and re-usable service content |
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| newScale Service Integration Hub™ Open integration framework and integration adapters |
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The newScale PortfolioCenter™ application will enable your IT teams to quickly design and market an online "IT brochure" of standardized service offerings, with tiers of service, pricing, and optional included components.
With newScale RequestCenter®, you can rapidly deploy a self-service portal for end users — for a complete range of desktop, identity management, telecom, and other workplace services - and enable automated fulfillment of service requests.
Using newScale LifecycleCenter™, your IT staff can more effectively manage the entire lifecycle of any requested service - from ordering and fulfillment of the initial request to the recovery of unused or unnecessary assets.
And if your organization is ready to embrace demand planning and billing for your IT services, newScale DemandCenter™ provides capabilities to track consumption and manage budgets.
Since all newScale products are designed to work seamlessly together on a common foundation, your investment in training, services, and integration with external systems is leveraged across the entire suite. In fact, newScale solutions can be applied across your entire enterprise — from end user to data center services, for all IT services and even non-IT services.
To learn more, you can go to our Literature Request section to download the Solution Overview Data Sheet.
