Piñatas are fun for all - except for the actual piñata. The idea is simple: use a stick and apply enough force in the right place and unlock all the treasures that lie inside. However, someone always pulls on a string to make it difficult to hit as blindfolded contestants take their best shot. Eventually, some lucky person deals the critical blow and triggers the scramble. The irony here is that the successful contestant has to scramble with everyone else to collect their earned fortune.
Why do so many universities get it wrong when it comes to Service Catalog? Historically, IT organizations within a university have been set up to support the technology versus being set up to support their customer base. To get the true power of Service Management it is critical to start with an Outside-In approach vs. the traditional Inside-Out approach. This means beginning with the services customers utilize and defining these services in terms that resonate with faculty, staff and students.