A good service request application will also have the flexibility to automate the fulfillment process whenever possible. One of the hallmarks of great service catalog software is the ability to quickly and easily build and deploy services to your end users. How to design an online catalog. 3) Simplify the search process. A service catalog is a complete list of services a company provides for its customers or employees. In it, our ITIL-Expert certified consultants provide training around what constitutes a Service and how best to create or revise a Service Catalog. Here, phase 1 project activities are defined. If left unexplained or poorly communicated, customers may develop an unrealistic view of the fulfillment timeline. Who will have access to the service catalog and specific services? There are several steps that need to be taken to developing a well-functioning IT service catalog, Taylor explains: Get feedback from business users. What I found was that we had an in house capability to build a catalog first, without a costly investment – it was SharePoint. IT Service Catalog, From my experience developing these for clients, it comes down to outlining the details in seven key areas from a customer focused perspective: Understanding what the customer wants is a key aspect to planning. In today’s highly available computing environments, the ability to quickly request and access services is not only expected but required. Continue collecting and acting on the feedback until all of issues and/or concerns have been mitigated. Why you need a Service Catalog; 2. In general, a communication plan will state the goals of the project, have executive sponsorship, and outline communication channels to be used and how to send a solid message for each channel. Quickly understand key changes and actionable concepts, written by ITIL 4 contributors. However, it could actually involve many steps and require multiple approvals in order to be completed—all of which aren’t immediately apparent to the requester. The technical view service catalog should include information relevant to IT and service providers. IT Management Daily Newsletter. Create a .zip package that contains the required template files. Planning a Service Catalog Project? In many organizations, any user on the network may request and consume services from the catalog. Performing the analysis and then updating service delivery methods allows an organization to streamline the delivery process, which ultimately reduces costs and improves resource allocation. Once the service catalog is built, tested, validated, and strategically aligned with business goals, pilot groups also known as focus groups can be developed and engaged to ensure that the planned catalog effectively serves the needs of the organization. Now that we have an understanding of the characteristics of a proper tool, let’s explore the inputs that allow for the creation of services that will excite your end users. While not everything is functional from the start, there must be enough value so that failure (when customers don’t see enough value or lack a good enough experience to warrant the use) is not an option. Developing measurements, tracking, and reporting on them are accomplished in a manner similar to how the service catalog was defined and built. A tactical approach works to ensure that your services catalog is: A strategic approach, on the other hand, enables creation of a clear direction, consensus, business and economic underpinning, and executive understanding and support. ITIL Consulting, Every Effective Service Catalog Includes These Four Parts, Five Principles for Creating a Customer Centric Service Portal and Catalog: Part 1, Five Principles for Creating a Customer Centric Service Portal and Catalog: Part 2, webinars on topics in Service Management, including IT and shared services, Service Asset and Configuration Management, Very easy to bail out and submit a general request/get help, A good place to quickly check status of any open requests – it must be better than just calling or sending an email to the service desk, Ties your efforts with strategic objectives, Ensures executive communication and alignment, Get real clarity on why you are doing this, Governance and roles / responsibilities are critical and different than what you are used to – for end to end customer service delivery, A common language is the foundation of long term success, Understanding the needed parts ensures you create a complete, sustainable service catalog for customers, providers and managers, Knowing what you want and why is the only way to get exactly what you need. Aligning the service catalog project goals with those of the business assures leadership that the outcomes are strategically aligned and will be in the best interest of the organization. Finally, using the data gathered to validate the effectiveness of the services being provided will drive continual improvement. After all, there’s only one chance to make a lasting, positive first impression. He is an expert in the design and deployment of enterprise level solutions, system and data migration strategies as well as custom application development. IT consumerization has created an audience accustomed to well-designed, personalized user interfaces that are intuitive and easy to navigate and use. Customer-Centric ITSM, Service catalogs are a great tool to provide an overview of the services you offer as an IT department. To understand the difference between a Service Catalog and a Service Portfolio, see the related blog post on the difference between the two. 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