Building an effective service catalogue

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7 Steps to Defining and Designing an Effective IT Service Catalog

An IT service catalog does more than simply list the IT services an organization provides to its employees or customers—the document helps IT engage with customers, building and maintaining productive relationships. Having a service catalog in place helps IT establish boundaries, set expectations, find solutions, and contribute to the bottom line of a business.

Follow these seven steps below, also represented visually on the infographic, to guide your efforts to establish and maintain your service catalog:

 

1. Select the right team: Include people from throughout the IT department to develop the service catalog—this will ensure that you have support from senior staff and the stakeholders responsible for providing each of the services.

2. Scope out services: To determine what to include in your service catalog, consider the services IT currently provides, the services IT is capable of providing, and finally, the services IT might provide in the future. Be as inclusive as possible: Speak to team leaders and managers, and all levels of support staff. Group services into service categories (such as Email, Applications, Hardware, etc.).

3. Define the services: Take the list of service categories from step two, and define the types of support available to customers in each one. You can set up workshops with customers to get a view into the required and expected levels of support—these workshops will help you gain consensus from service users.

4. Establish who supports the services: Identify the IT service owner for each service category, as well as the first, second, and third levels of support, and what support each of these levels provides.

5. Review supporting services and levels of support: The service catalog is a living document: during its lifecycle, you may need to retire a service based on feedback from support services. Always back up this decision with evidence to counteract any objections.

6. Produce two versions: The service catalog has two audiences—customers and the business. The customer version of the service catalog contains only relevant top-level information. Keep it brief, and avoid techy talk. The technical view service catalog should  include information relevant to IT and service providers.

7. Agree on a review process: Establish a process for reviewing and updating the service catalog to add and remove services and support levels as necessary.

 

 

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