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!
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 operational costs , and approvals . Service catalog can be of two types.
Lists end user facing IT services like provisioning of laptops, request for a new software, etc
Back end IT services like server provisioning, software patching, firewall upgrades etc
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:
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.
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)
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.
IT incident management senior team leader, averda
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