We all know that submitted issues will typically fall into two categories:
- Break/Fix — Your standard IT ticket, in which something has broken and needs to be fixed. Many of these tasks can (and should) live within a knowledge base.
- Service Request — A task that needs to be performed for someone else, such as a purchase or approval. You can automate these service requests through a service catalog.
While it’s fairly easy to understand which of these two categories your issues fall under if you’re in IT, what about the other departments? Every department offers a service for another department within the organization — here’s how to identify them.
Check Your Email…
A service, in its simplest form, is any request you fulfill for someone else. If you’re in accounting, you’re probably used to checking receipts and approving expense reports, HR is most likely knee deep in onboarding new employees, marketing probably sees frequent requests for content collateral or editing…the list goes on and on.
For just a moment, forget what we’ve been saying about dropping email in favor of automation and self-service, and check your email. To define the services within your department, start with email to get a feel for the types of requests you usually get. You probably already have these services in mind because they’re submitted so frequently that you practically have a canned response to each email that comes through.
…Now Close Your Email and Look to Automation
Once you have an idea of the services your department offers, determine which ones could best fit into the service catalog. While there’s no “one size fits all” for your department, here are some guidelines to help you decide what’s a good fit:
- Does the request come through frequently from multiple team members?
- Is it a request that will be repeated in the future (not a one-time issue) by others?
- Is the request unique to your department?
- Does the task have a repeatable process that does not deviate for each resolution?
These are all the basic qualities of a process that can easily be automated, but you can also automate more complex tasks should you decide that your department needs it. For more ideas on how to define services for the service catalog, be sure to check out our infographic on unique ways you can automate your services.
You can also use a service catalog for training purposes.With the most frequent requests in the service catalog, so why not use that tool to help a new employee? It will also help employees find their own answers if, say, they happen to be asked a question (or have a questions themselves) and there’s no one else on the team to help them at the time. This means less waiting around for everyone involved and, of course, less email clogging up your inbox.
About Oz Merchant
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