Book Review – Service Management Online by Phyllis Drucker

Reviewed by Karen Ferris

Whether you are starting on your service request catalogue journey or looking to improve your existing service request catalogue – STOP NOW – read this book first

Table of Contents

This publication will avoid you making the same mistakes I have seen so many organisations regarding service request catalogues.

This is a concise and pragmatic guide to creating a successful online customer experience.

More and more organisations are being asked to do more with less and that drives the need for self-service and automated request fulfilment.

This book will ensure the need will be provisioned successfully.

Phyllis Drucker has filled a massive gap in the guidance needed for successful implementations and on-going improvement.

Phyllis firstly removes the confusion between the service catalogue and the service request catalogue. Hallelujah!

She describes how we should think ’portal’ rather than catalogue and how we should be thinking along the lines of a shopping experience like that with Amazon. We need to provide experiences that our employees are used to getting when they shop on the Internet at home.

Phyllis talks about the enterprise service request catalogue not just an IT service request catalogue.  A ‘single pane of glass’ to services regardless of whom in the organisation (or outside the organisation) is fulfilling those services.

The book includes common pitfalls and how to avoid them. It contains great samples and examples that bring the text to life.

There are templates to help get started. The step-by-step approach to achieve an enterprise service portal that is well designed and easy to use, is described in a clear and easy-to-understand manner.

There is guidance on tool selection and how to measure the success of the catalogue.

If I thought there was anything missing from this book, I would say ‘organisational change management’ but I would say that – it should be in every book that changes the way in which people work!

Even as a well-seasoned service management professional, I learnt a lot from reading this book.

I cannot recommend it highly enough.

Well-done Phyllis. Great job.


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Karen Ferris is an organisational change and service management rebel with a cause. She is an author, consultant, speaker, facilitator, coach and mentor. Karen is an internationally acclaimed speaker with a reputation for providing both strategic and practical advice and insights for organisations in their implementation and maintenance of efficient and effective service management and organisational change. Karen has the ability to share her experience and knowledge with every audience and individual within that audience, so everyone is empowered with the ability to make a difference within their organisation.