IT service catalog

Streamline IT Service Requests and Redefine Customer Experience
 
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ManageEngine's ServiceDesk Plus is an IT help desk software that comes with a customizable service catalog where IT organizations can publish their supported IT services. Custom templates for each service enable end users to quickly choose services in the self service portal. The service catalog allows for process automation by enabling custom workflows to be associated with each type of service request. That means, you can configure approvals, SLAs, tasks and notifications to be automatically triggered when a service request is raised. Streamline IT service requests and make way for exemplary service delivery!

IT service request software

This video shows how Service catalog in ServiceDesk Plus helps you to streamline IT service requests and put a smile on your customer's face.

What is an IT service catalog?

An IT service catalog is a directory of all the services that an IT team offers its end users, with relevant information such as the expected duration of service delivery, the associated costs , and approvals . Service catalog can be of two types.

Business service catalog
Business service catalog

Lists end user facing IT services like provisioning
of laptops, request for a new software, etc

Technical service catalog
Technical service catalog

Back end IT services like server provisioning,
software patching, firewall upgrades etc

Why do you need an IT service catalog?

In their goal of moving towards a user-centric IT, IT teams build an IT service catalog for their end users to request a service which is very similar to their online shopping experience. With an IT service catalog, IT teams can:,

  • Showcase their IT services that end users can avail
  • Collect relevant information right at the time of ticket creation to avoid unnecessary delays in IT service delivery
  • Automate workflows and approval mechanisms specific to each service delivery thereby improving the efficiency of the IT team.

Build your own IT enterprise service catalog on-premise or in the cloud

The IT service catalog functionality in ServiceDesk Plus has custom templates, automatic assignment of SLAs, code free automations and workflows, and a multi-stage approval process to enable IT help desk teams cover the whole nine yards of request management.

IT service catalog management
ITIL service catalog workflow

Service catalog workflow in ServiceDesk Plus

Service catalog best practices in ServiceDesk Plus :

  • Provide a simple, business-facing description of the service (description)
  • Identify a service owner (technician, groups)
  • Service availability (publish to relevant user groups)
  • Mention service level targets (SLAs)
  • Define authorization, escalation, and notification policies (Approval details, notification rules)
  • Specify costs (additional fields)

Story time : Listen to Zylker on how they handle service requests the ServiceDesk Plus way!

IT service request software
Customize pre-built service request templates to your needs.

Design and Publish IT Services Quickly

  • Create a comprehensive catalog of IT and business services that you offer within minutes.
  • Use the drag and drop feature in ServiceDesk Plus to create templates for different services.
  • Associate workflows like SLAs, multistage approvals, and tasks to make work easier for service desk technicians.
  • Access a wide range of pre-built service request templates and customize them to your needs with minimal effort.

Drive a Compelling Shopping Experience

  • Provide a personalized experience for end users in the self-service portal by presenting only those services that the end users are entitled to or those that are relevant to their role.
  • Promote self help and improve operational efficiency.
  • Allow users to create and track their service requests on the go.
  • Keep end users informed at every step for better visibility and transparency.
  • Provide anytime anywhere access to end users by showcasing the service catalog in the self-service portal.
IT service request management
Request for a service from user self service portal.
 
Automate service requests
Trigger the 5-stage service request approval process.

Automate for Efficiency. Optimize IT Service Delivery.

  • Enable the 5-stage approval process and trigger approval notifications automatically when a service request is raised from the service catalog.
  • Ensure automatic assignment of requests to the right technician and guarantee timely completion.
  • Define tasks and set task dependencies for smart collaboration wherever multiple hands are involved in a service request.
 
What Customers Say
With IT services offered as catalog options right in the end user self-service portal, we were able to present a consistent and structured view of IT's request management capabilities completely automated with SLAs and approval workflows.
Tarek Saade
IT incident management senior team leader, averda
 

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