The scope of service catalogue management is to offer and maintain exact information on all the services which are being transitioned or have been transitioned to the live environment. The following benefits are provided by service catalogue management to the businesses implementing them:. The service catalogue contains the details of all the services as they progress through the design, transition, and operation stages of the service lifecycle. It is used by several other service management processes in order to support their activities and provide a basis for analyzing the full scope of the services being delivered.
There are two different aspects to the service catalogue. They are referred to as a two-view service catalogue:. The important process activities for service catalogue management are:. The following challenges are faced by service catalogue management:.
In other words, your client should get information about a product he pays for easily and quickly, with no outside help. It might be a spreadsheet or a database that lists all information about product offerings and services, categorized according to the stages of development or departments.
A great ITIL Service catalog sample provides: - a single place for everything you offer - standardized approach - an opportunity for self-service. Depending on a type of a product or service, the information varies. They raise a service request. The end user browses through the catalog to get clarity on the service attributes description, costs, SLA, etc.
The request is routed to the right support team. These processes in the workflow are part of the technical service view of the service catalog, which guides technicians in delivering services efficiently. Approval mechanisms kick into action. The support rep may ask for more info from the requester. Predefined tasks are executed for service fulfillment. After the request is fulfilled, the ticket is closed and a survey is sent to the requester to gauge customer satisfaction.
What is an ITIL service catalog? The IT service catalog of Stanford University. Example Let's consider an organization where employee workstations are configured with Windows The two perspectives An IT service catalog will often have different views depending on who the audience is.
The business service view is what end users see when they access the service catalog to request a service. It contains service-level information, such as specifications, costs, and SLAs, with less technical jargon. The technical service view provides comprehensive technical, security, and workflow information, such as approval workflows, technical manuals, and processes that are relevant to the service provider in terms of service delivery.
Components of a service catalog The service catalog provides end users clarity on the services offered, and typically includes the following information: Service category Service description Service availability Service-specific SLAs Service owner Service costs if applicable Note: This is by no means an exhaustive list, and an organization may choose to include more information relevant to its stakeholders.
So why does an organization need a service catalog in the first place? Consider the following scenarios. An IT asset request A marketing analyst requires a new laptop and an office suite for performing various marketing operations.
Let's now take a look at a more complex service request. An employee onboarding request A hiring manager raises a service request to provision services for a new joinee who is scheduled to start in a couple of weeks. Each department has its own set of distinct functions, such as: Provisioning IT assets Setting up a workplace Opening a bank account Taking the new hire through HR's induction process The hiring manager needs to deal with multiple technicians and accomplish different tasks to get the employee onboarded.
This is where an IT service catalog steps in to enable seamless service delivery. Looking to implement an IT service catalog in your organization? Try ServiceDesk Plus for free today. The benefits of using a service catalog. Streamlines communication with end users A well-designed service catalog acts as the single point of contact for end users to view the list of available services and their attributes, such as availability, SLAs, costs if applicable , and service owners.
A typical service request web form. Standardizes service delivery across the organization By providing a curated list of services and defining the associated parameters to deliver them, a service catalog helps standardize service delivery. Once again, consider the scenario of employee onboarding: A new joinee needs to be provided with several IT resources based on their role, such as a new workstation, an email account, and perhaps access to certain licensed software.
Optimizes service delivery costs By keeping tabs on various service offerings, their demand, and usage, organizations can use the service catalog as a tool to identify high-value, business-critical offerings, as well as services that draw an unnecessary amount of resources and can be phased out.
Amplifies self-service capabilities Organizations primarily use a self-service portal for incident management and sharing knowledge articles. An integrated self-service portal. Contributes to continual service improvement Continual service improvement is a vital part of the IT service management ITSM life cycle. Transform your request fulfillment strategy with ServiceDesk Plus.
Schedule a demo today. Service catalog examples. The IT service catalog of Cornell University. The service catalog of the University of Virginia healthcare system. How to build a service catalog. Seven steps to success Once an organization decides to implement a service catalog, it needs to ensure that the service catalog reflects the needs of its end users and incorporates workflows that elevate the service desk's efficiency.
Step 1: Study business objectives and identify your stakeholders The fundamental step in implementing a service catalog is to understand your business's objectives and end-user expectations. Start off by answering the following questions: What are your business's goals? Let's try to answer the questions above in the context of onboarding a new employee. What are the business's goals? To onboard new joinees and provision the required services efficiently.
Stakeholders Requirements New joinees Require a workstation or laptop and access to certain services HR department Needs to ensure a smooth onboarding experience for the new joinee IT department Has to provision the required assets and services.
Best practices for an effective service catalog. Start off with the most popular services. Educate end users to promote early adoption. Interact with your stakeholders regularly. Some examples of stakeholder interactions include: CSAT surveys: Sending out surveys after the fulfillment of every service request helps determine whether you delivered a satisfactory experience or not.
Weekly or monthly roundups: Stakeholder meetings involving members of the IT team, management, and a diverse group of end users should be held to discuss the service catalog's performance and receive suggestions for improvement. Create watertight SLAs for all service offerings.
Automate routine tasks to make the service desk more efficient. Combine related services into a single offering. Provide a user-friendly interface. Here's a simple rule of thumb to determine whether a metric is useful or not: S - Specific, M - Measurable, A - Actionable, R - Repeatable, T - Timely Pay attention to only those metrics that fit the above criteria, and act upon the insights gleaned from them.
Tips for selecting the right service catalog tool. Here are a few key capabilities to look for in a service catalog tool, including feature checklists to follow: Close integration with other ITIL processes A service catalog tool can deliver and demonstrate the greatest value if it is integrated with other ITIL processes like incident management, a CMDB, and IT asset management.
Feature checklist: Feature Functionality Integration with the CMDB, and association of CIs and services Provision services to end users and report on the performance of CIs Creation of multiple service categories, and association of categories with incident tickets Assess the number of incidents associated with specific services. Feature Functionality Ability to mark fields as PII Distinguish personal data Service-specific forms templates Collect only relevant information Provision to encrypt PII fields Provide security Role-based access restrictions for technicians Practice need-based sharing.
Feature Functionality Wide range of reports, such as matrix, summary, and audit reports Gain deep insights into service catalog data Customizable dashboards Monitor KPIs in real time Scheduled reports for regular CSI activities Email reports to specific stakeholders to enforce CSI Role-based access restrictions for technicians Practice need-based sharing.
Feature Functionality Automated real-time notifications about the progress of a service request Prevent duplicate tickets and keep requesters in the loop Canned responses for technicians Respond to FAQs faster Multiple channels for communication, like email, SMS, and push notifications Enable request creation from different platforms.
Feature Functionality Centralized request portal Allow end users to access the service catalogs of different departments from a single portal Unique service desk instances Provide different departments the autonomy to maintain their own service catalogs Built-in catalog and templates specific to each service desk instance Define department-specific service catalogs and templates for popular services Service automation across departments Enforce unique automations for different catalogs.
Feature Functionality Conversational chatbot to perform simple actions like opening and editing tickets Acts as the first point of contact for end users Intelligent actions like automatic categorization of tickets, agent assignment, and fulfillment of simple requests e. Get your IT service catalog up and running in minutes. Try ServiceDesk Plus now Schedule a personalized demo. Common service catalog mistakes. Stay away from "IT speak" The most common mistake organizations make is defining their service catalog in technology terms instead of business terms.
Avoid too granular categorization While categorizing all the services offered by the IT department, take care to avoid very granular categorization, as this may end up making it difficult for end users to search for services and request them. Don't stop communicating with requesters after request creation Requesters expect visibility into the request fulfillment process. Don't assume your end users' requirements Failing to organize the catalog around end-user expectations and business goals is one of the reasons many service catalog initiatives fail.
What's the difference? Some of them are: Log an incident outage, accessibility issue, etc. Request a service an onboarding request or a new asset request - A service catalog Browse the knowledge base for workarounds for known errors View announcements on service outages and maintenance activities In short, the self-service portal connects an organization's end users to the IT service catalog. A means of enabling value co-creation by facilitating outcomes that customers want to achieve.
Business service view Technical service view Its audience is end users of the organization. Its audience is IT service providers or technicians. It conveys service information such as the service description, service costs, SLAs, and service support. It holds technical information understood and acted upon only by technicians. For example: workflows for service fulfillment approvals , supporting services, configuration details, security information, and escalation processes.
All the above information is written in business terms, free of any technical jargon. All the above information is usually written in technical terms since this view needs to provide clear instructions to technicians. Some example uses are for trouble ticket or work orders. The Call Effectiveness Monitoring Template can be used to track how the customer was greeted, key points discussed during the call, how the call ended and behaviour questions.
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