With an IT service catalog in place, IT organizations can more efficiently and effectively manage the receipt, handling, and resolution of new service requests, or requests for new orders, for laptops, desktops, servers, software license installations, mobile devices and phones, and other systems. For example:
Hardware Asset Requests
When integrated with an ITAM solution, an IT service catalog can allow users to request services via a convenient and intuitive self-service portal. Those requests could include ordering a new server for IT or engineering, requesting a laptop for a new employee, or replacing a workstation.
Service catalog owners can publish many different types of services, and give end users the ability to configure their options (much like an online shopping cart). For example, someone requesting a new laptop can choose the operating system, software, color, peripherals, etc. This helps accelerate and streamline the acquisition of new assets.
Catalog owners can also publish different hardware configurations – for example a “laptop for sales”, which will be pre-configured with the base software image required by the user. Many different types of users can be serviced via an IT service catalog. Engineers may use the self-service portal to request a new server or virtual machine, and sales reps can initiate the purchase of a new laptop.
Service catalog owners can publish list of software available for users for ordering, and define the approval and fulfillment process to deliver related services. For example, for high-end software applications like CAD, a department manger’s approval might be required, and the fulfillment process will require the service technician to validate that sufficient licenses are available for the application. A similar request for a “standard” software solution may be fulfilled without requiring an approval.
Mobile Services Requests
Service catalogs can be an effective tool for managing the request and approval process of mobile assets, such as standard phones or smartphones. Service catalog owners can define different options, such as ordering a new phone number, signing up for a new data plan, requesting different types of headsets, or selecting the model and make of the phone. Fulfillment processes can be customized to make any necessary phone configurations, such as network and email access, for example.
IT asset management is vital to productive, cost-efficient IT operations. And, with an IT service catalog in place, companies can extend and enhance their ITAM strategies.
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