newScale provides the only complete suite of Service Catalog software solutions for the front office of IT. With the newScale FrontOffice™ Suite, you enhance IT transparency through a portfolio of services, standardize delivery to streamline request fulfillment, and drive continual improvement within a single family of Service Catalog solutions.

Industry-Leading Service Catalog and Service Portfolio Management Solutions

Whether your goal is to improve the business value of IT, to sharpen your focus on ongoing cost savings, or to leverage ITIL version 3 best practices to achieve both, the Service Catalog is the first place to start. The Service Catalog represents the cornerstone of a new set of customer-facing front office processes that will transform IT's relationship with your business customers.

The benefits of a newScale Service Catalog are compelling:

• End-user customer satisfaction scores that increase 10-20% in just months;
• 30% or more reductions in IT service delivery costs;
• Tens-of-millions of dollars in savings through Service Portfolio optimization; and
• Increased understanding by the business of the value that IT delivers.

Leveraging ITIL v3 best practices, newScale provides everything you need for the entire lifecycle of your Service Catalog - from the initial strategy and service design, to the transition and operation of those services, to continual service improvement. The result is complete visibility and control. And, since newScale solutions are designed with your business customers in mind, newScale Service Catalog adoption rates are 5 to 10 times higher than the competition.

newScale FrontOffice Suite Approach
Our vision is to provide end-to-end software solutions for what industry analysts refer to as the "front office" of IT, complementing IT's traditional "back office" operational tools. The terms front office and back office originated in an era when the typical business was located in a single building separated into two disconnected sections. The office area facing the front of the building was where roles responsible for managing customer relationships - including sales and marketing - were situated. Operational tasks such as manufacturing, transportation, and administration, were handled out of sight in the back area of the office.

Within IT, the back office consists of the operational tasks that should be insulated and out of sight of your business customers - including the traditional ITIL processes for service support. The front office refers to all of the business management functions of IT - the customer-facing processes, including several new processes introduced with ITIL Version 3. There are many back office tools available for IT operations today, whether for creating a configuration management database (CMDB), for monitoring system uptime or for managing incidents. But until recently, IT has not had a comprehensive suite of solutions for managing the IT front office.

Whether your goal is to run IT as a business or to implement ITIL best practices, the Service Catalog represents the cornerstone of this new set of front office processes for IT. And only newScale provides a suite of front office solutions for the entire service lifecycle - from initial Service Strategy and Design, to the Transition and Operation of those services, to Continual Service Improvement - based on ITIL and other industry best practices.

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 the newScale Front Office Suite provides the fully integrated ability to both define a customer-focused Service Catalog and make it actionable and operational - for determining the right portfolio of service offerings, negotiating service level options with the business, tracking IT budgets and consumption, and managing the fulfillment of requests for services.

newScale FrontOffice™ Suite Solutions

Solution Area Service Strategy - Service Design    Service Transition - Service Operation   Service Improvement Products newScale PortfolioCenter™ newScale DemandCenter™ newScale RequestCenter® newScale Service Reporting and Analytics™ Description Service portfolio management and IT-business relationship management Demand management and financial management for IT services Enterprise-class self-service request management and request fulfillment In-depth service measurement, analysis, and key performance indicators Foundational Elements newScale Service Catalog Foundation™ Service design, configuration, and administration newScale Libraries of Service Catalog Templates Pre-built, configurable, and re-usable service content newScale Service Integration Hub™ Open integration framework and integration adapters

Most organizations begin with IT services when approaching this lifecycle and adopting the front office approach. However, we have found that you can extend this service-centric model across a complete range of internal services - spanning all types of IT services as well as non-IT services such as facilities, telecommunications, marketing, human resources, and other shared service functions.

Dozens of newScale customers in a wide variety of industries have leveraged newScale Service Catalog and Service Portfolio Management solutions for all of their IT services, a broad range of shared services, and even industry-specific services - including service areas as diverse as chemical safety, printing, and retail banking. As a rapidly growing number of newScale customers have found, the front office approach to services is a journey that can transform the way that not only IT but all internal service groups operate.

For more details on newScale Solutions, please go to our Literature Request Section to read the newScale Solution Overview Brochure.

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