IT service catalog

Streamline IT Service Requests and Redefine Customer Experience

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!

  • 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 operational costs , and approvals . Service catalog can be of two types.

    Business service catalog

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

    Technical service catalog

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

    • Business service catalogue

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.

Service catalog workflow
Service catalog workflow

Service catalog best practices in ServiceDesk Plus :

    • Service catalogue business units
    • Provide a simple, business-facing description of the service (description)

    • Business unit manager
    • Identify a service owner (technician, groups)

    • Enterprise service management
    • Service availability (publish to relevant user groups)

    • Service level agreements
    • Mention service level targets (SLAs)

    • Service catalog workflows
    • Define authorization, escalation, and notification policies (Approval details, notification rules)

    • Service catalogue cost management
    • Specify costs (additional fields)

    • Self service and cataloging capabilities
      Provide a role-based access to the various services in the service catalog
  • 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.

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

Streamline IT Service Requests and Redefine Customer Experience

ITIL® is a registered trade mark of AXELOS Limited. All rights reserved.

Let's support faster, easier, and together