IT departments are facing new pressures to align their services with business needs, develop standardized processes and improve internal customer satisfaction, all while keeping costs low. Arguably one of the best ways to achieve this is through a Service Catalog. A Service Catalog is the store front, or simply a directory, of services available to the enterprise user. This includes setting expectations and proper measurement of those expectations to determine when/if they have been met or better yet, exceeded. Although a simple enough concept, many get it wrong over and over again. Why does this happen? Because some very simple, yet vital, principals are often omitted.
A Service Catalog is valuable as it establishes a clear view of what can be done for existing and potential users; it creates a common understanding of what a service is, which are available and what characteristics they have. Service Catalog design templates deliver unique experience and branding; each enabling IT departments to choose the best option to meet their business and user needs.
In essence, a Service Catalog helps IT departments demonstrate the value and innovation they deliver to the business and help enterprise users to access the right services at the right time, to do their job more effectively. Leading Service Catalog software comes with comprehensive analytic tools to better understand enterprise user behaviors. So, what should go into a Service Catalog? The following is a quick list of best practices that should be considered:
- Service Description – what the service is in easy to understand business language
- Service Levels – to avoid misunderstandings, every service should clearly & simply describe the agreed service levels
- Support – every service should describe how the enterprise user should report problems or make requests
- Service Conditions – set the expectations for any specific terms of usage and operational maintenance and change periods
- Cost – every service must have an established cost, whether the organization’s financial model is to charge the customer or inform the customer of its cost to deliver
- Functions and Benefit – a brief description of the functionality and benefit of the service.
- Related Services – links to other areas of a Service Catalog that provides complimentary services that a customer might find useful or that form part of a core service package
- News or Alerts – this can help customers be aware of pending changes, maintenance activities or enhancements to or new services that are planned
Once the parameters of a Service Catalog are established, they must be implemented effectively and efficiently. Stay tuned for my next post which will outline the 5 tips for implementing a Service Catalog and the potential challenges that can arise. In the meantime, read more on the Service Catalog topic in our whitepapers, or view one of multiple videos:
About Axios Systems
Since 1988, Axios Systems has been committed to innovation by providing rapid deployment of IT Service Management (ITSM) software. With teams in 22 locations globally and over 1,000 successful customer SaaS and on-premise deployments, Axios is a worldwide leader in ITSM solutions, with an exclusive focus on ITSM. Axios’s enterprise ITSM software, assyst, is purpose-built, designed to transform IT departments from technology-focused cost centers into profitable business-focused customer service teams. assyst adds tangible value to each client’s organization by building on the ITIL® framework to help solve their business challenges. Axios is headquartered in the UK, with offices across Europe, the Americas, Middle East and Asia Pacific. For more information about Axios Systems, please visit our website, Twitter or YouTube channel.