Your IT service management (ITSM) initiative is all about making your IT operations more strategic and business-focused. And, nothing can help bring your IT service desk and your end users together better than your IT service catalog.
How will your IT service catalog align IT with the business side of your company?
Clearly Defining Support Options
The IT service catalog improves communication by letting your employees know exactly what the IT support team will – and will not – do. What devices and applications do they support? What services will they deliver? What software and solutions are available? How will they help in he event of a problem?
Simplifying Service Procurement
IT service catalogs guide your end users about what channels to use, and what steps to take when requesting new services. For example, it tells them that all new software acquisition requests should be sent to firstname.lastname@example.org, while troubleshooting and repair requests must go to email@example.com. This ensures proper routing and handling, and therefore, more rapid response.
Your IT team is busy, and they simply can’t drop everything and respond the moment a new service request comes in. Your IT service catalog is a great way to set expectations with your end users. You can let them know who will be performing the service, and approximately how long it will take.
Accelerating Request Resolution
By ensuring that proper procedures are followed for requesting and approving new services, and by outlining the steps that should be followed upon service fulfillment, IT service catalogs can help IT teams achieve maximum efficiency in resolving issues opened with the IT service desk.
Measuring Business Value
The IT service catalog is a great way to guarantee that the services offered are truly benefiting the end user base. If you measure such important factors as how often specific services are being requested and what impact they have on the business, and you incorporate end user feedback and ideas into the catalog creation and maintenance process, you can ensure that all services outlined deliver demonstrable value to individual employees, and your company as a whole.
About Nathan Riley
Nathan Riley is a Sales Director, ITSM at SolarWinds. He has nine years experience in the industry, and has had a front row seat for the evolution of service management as a platform for the entire organization. He helps organizations ranging from SMB to Fortune 500 bring customized service to employees. Nathan proudly served the United States Armed Forces in the United States Marine Corps.
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