What is a service catalog?
An IT service catalog is the single source of accurate information on all IT services offered by an organization's IT department.
What are the benefits of using a service catalog?
An effective service catalog:
- Streamlines communication with end users.
- Standardizes service delivery across the organization.
- Optimizes service delivery costs.
- Amplifies self-service capabilities.
- Contributes to continual service improvement.
How to build a service catalog?
Step 1: Study business objectives and identify your stakeholders
Start off by answering the following questions:
- What are your business's goals?
- Who are the stakeholders?
- What are their service requirements?
Step 2: Define and categorize the service offerings
- Take stock of all the services offered by the IT department, the underlying workflows that support these services, and the associated turnaround time.
- Proper categorization makes it easier for end users to find and request the services they need.
Step 3: Create service-specific SLAs and workflows
Create service-specific SLAs and define fulfillment workflows. Setting realistic fulfillment mandates is key to ensure smooth service
Step 4: Organize your service fulfillment strategy
- Create support groups for every service.
- Designate service owners for all services.
- Map the appropriate workflows for all the service offerings. If a service offering involves approvals, notify the appropriate approvers.
Step 5: Design your catalog
- Create a service catalog that is visually appealing to end users.
- All attributes of the service offering, such as costs, availability, and expected date of fulfillment, should be displayed upfront.
- Avoid long forms ; implement dynamic forms that are driven by condition-based actions.
- Provide end users with the ability to track the request's status.
- Implement and test it as a closed beta.
Step 6: Publish the service catalog and integrate it with the self-service portal
- Integrate it with the self-service portal - Apply keywords and the list the most popular services on top.
- Make it accessible from different platforms and channels, such as mobile apps, email, and web forms.
- Implement the catalog for one department or service category initially, then extend it to other departments based on the feedback received from stakeholders.
Step 7: Practice continual service improvement
Monitor key performance indicators (KPIs) to improve the effectiveness and efficiency of your service catalog.
- Technician productivity.
- Overall service desk productivity.
- Number of requests in the backlog.