With over 2 million users worldwide, newScale RequestCenter® is the
market-leading solution for organizations that seek a 'one-stop-shop' for self-service requests and a standardized request fulfillment process to make their Service Catalog actionable.
The term "Service Catalog" is the latest buzzword, and now many ITSM vendors have tried to reposition their existing technology — service desk, service level management, and others — as a Service Catalog. What these newcomers have yet to understand is the Service Catalog requires a completely different approach than the back-office, IT-centric applications they have provided for years.
The differences can be summarized across four broad distinctions:
- A Service Catalog is more than service request management: Managing requests through a self-service portal is important — but it is only one aspect of a complete Service Catalog solution. The Service Catalog represents the cornerstone of a new set of customer-facing front office processes that can transform IT's relationship with your business customers.
- True self-service demands a better user experience: Unlike IT-centric back-office systems that assume a limited number of trained users, an actionable Service Catalog requires a "no training required" focus on usability to drive adoption across your entire organization. newScale is frequently called in to replace service desk-based request management systems that have struggled with user adoption.
- Your Service Catalog needs to scale in ways that back-office tools can't: This is more than simply supporting high transaction volumes. An actionable Service Catalog for self-service may include hundreds of requestable services — so without dedicated service design tools usable by distributed subject matter experts, the cost of managing your Service Catalog will explode to unmanageable levels.
- Delivering business value requires new levels of agility, flexibilty and speed: While most back-office ITSM systems have process workflow tools, they often depend on programmers to develop service request process flows and adapt to how the system works. This approach simply does not work for business customers who expect the system to adapt to their changing needs.
In fact, newScale delivers 50 percent faster deployment time — and 66 percent lower cost to design, maintain, and update services in the catalog — than any of the request management tools offered by ITSM suite vendors. And unlike self-service bolt-ons to service desk systems, newScale offers a complete IT front office solution to ensure greater business value from your Service Catalog.
Together with the newScale Service Catalog Foundation™, the key components of the newScale RequestCenter application include:
- A Web-based self-service portal for requesting services. This no-training-required, role-based interface allows users to search or browse an entitlement-based view of the Service Catalog. As easily as they would order a book on Amazon.com, they can find available services, submit a request, and monitor delivery status.
- The ability to streamline the fulfillment of service requests — by accomplishing more tasks, faster and better, with the same or fewer resources. Individual tasks may be automated or routed directly to the appropriate service team. Service managers can track the overall delivery plan and refine the process to improve operational efficiency.
- The ability to quickly deploy newScale Service Request Libraries™ with pre-built, configurable service content to jump start an actionable Service Catalog. newScale provides "out-of-the-box" templates for more than 1,000 service requests across the full spectrum of data center, end user, access management, and other IT services — as well as non-IT services such as facilities and telecom.
The result is an actionable Service Catalog solution that can fundamentally transform the way that both IT and other internal teams serve the business — driving increased user satisfaction, greater operational effectiveness, and millions of dollars in cost savings.
For more information, go to the Literature Request section to download and read the newScale RequestCenter Data Sheet.
