What is a Service Catalog?
A service catalog is exactly what it sounds like: a list of services that your IT help desk provides, including service descriptions, time frames, authorized users of the services, and costs, if applicable.
To use your service catalog, an employee goes to a special web page or self-service portal to make his or her request. This self-service portal should allow employees to search for the services they need, find necessary details about the service, and order right from their device.
Once any necessary approvals are granted, the request is routed appropriately, and the employee is instructed on how to check on the status of the request. It’s an efficient way for employees to access IT help desk services, particularly if the help desk software has a terrific end user interface.
Maintaining a great service catalog can help with other tasks too.
Example 1: New hires & internal changes
When new employees are hired, the IT service catalog can be used by HR to order services and configure the software stack for a new hire, or to request a laptop for that person. The procedure for removing an employee and accounting for his or her hardware and software can be included in the service catalog for when employees leave.
|Employee Promotion||An exciting day for every employee! Streamline the processes and paperwork that come with a new role and/or a pay raise.|
|Title Change||Moving departments? Promotion? Or just a simple title change? Make sure everyone involved is on the same page.|
|Employee Salary Adjustment||The payroll team, manager and employee are seamlessly incorporated into one update.|
Example 2: Integrate with IT asset management
One of the coolest things you can do with your service catalog is integrating it with your company’s IT asset management system. This will allow you to assign a computer to a new employee, along with the appropriate software, mobile device, and other necessary gear. When your service catalog is integrated with an asset management software, the IT asset tracking software is automatically updated when you assign those devices. This can save significant time and frustration in your asset management system, so look for easy integration with IT asset management when you choose your service catalog provider.
|New Hardware Request||Any kind of hardware request. You can have multiple Service Catalog items for each hardware type.|
|Mobile Phone Request||Control the types, brand, and even color of the phones provided by you. Capture carrier plan and data plan requirements.|
Example 3: Allow employees to shop for services
When your IT help desk publishes a service catalog an employee can order a new server, replace a workstation, or request a laptop for a new employee, among other things. Set up a service catalog that allows employees to “shop” for services they need just like buying something online, and you will seriously streamline new asset acquisition.
|New Chair Request||New employee? Specific seating requirements? Multiple chair options? Make a selection and await delivery.|
|Chair Disposal Request||Is it time to move to standing desks? As employees make their decision, allow them to easily request for their chair to disappear.|
|New Desk Request||From standing desks to executive desks to cubicles, there’s a perfect fit for every department in the organization.|
|New Standing Desk Request||Let’s get physical! Say so long to desk chairs and hello to an active organization.|
With great cloud help desk software, you can include different hardware configurations in the service catalog, making it even easier for employees to order what they need. For example, a preconfigured “laptop for sales” could come already configured with the software stack that employees in sales need.
|Reimage Computer||Whether an employee has left the company or the computer requires an overhaul, remove all software on the device and reinstall.|
|Format Hard Disk||There are many reasons why a hard drive might require reformatting, gain an understanding of why it is needed to better move forward with the process.|
If you’re considering moving to a cloud-based help desk software, look for help desk software that integrates IT service catalog creation and maintenance. This will allow you to create a useful service catalog, and will allow your employees to request services through a convenient and user friendly self-service portal.
Service catalogs can also include commonly requested software, along with provisions for acquiring any necessary managerial approval or confirmation that sufficient software licenses exist to fulfill the request. You can even include services for mobile devices. If your IT help desk doesn’t include a service catalog with a convenient self-service portal, you could be missing out on significant time and money savings.