According to Forrester Research, “IT service catalogs are the cornerstone of service delivery and automation, and the starting point for any company interested in saving money and improving relationships with the business.”
But, when it comes to creating an IT service catalog, few organizations know how to get started. Before the catalog is drafted, published, and implemented, available services must be defined and named, then categorized in a way that not only conforms with ITIL best practices, but is intuitive and easy-to-understand for end users.
In a recent report, Forrester analyst Eveline Oehrlich provides some helpful tips for getting an IT service catalog of the ground:
Set a Clear Objective
Before getting started, Oehrlich recommends clearly identifying what the goal of the IT service catalog will be. Are you looking to increase efficiency of the IT service desk? Reduce the complexity of the IT services offered? Accelerate IT service delivery? Minimize support-related costs? Boost end user satisfaction? Or, a combination of these? understand your goals and clearly define your objectives before getting started with an IT service catalog.
Choose a Leader
Next, the correct team must be assembled, and should include members of several different constituencies, such as business relationship managers, as well as service-level supervisors. Most importantly, an IT service catalog manager must be appointed to outline and coordinate the tasks related to the project, oversee all activities, and communicate progress.
Evaluate Existing Services
In addition to investigating the viability of potential new services, the team must take a close look at those IT services that are already being offered. How frequently are they being requested and used? And, what value are they adding to the business?
Group Services Logically
According to Oehrlich, services should be modeled in service families with definitions. This means, what the service entails, how it should be requested, and how and when it will be delivered must be clearly outlined. And, services must be grouped together logically within the IT service catalog, so end users can easily locate and review them whenever needed. She also suggests hosting a workshop with end users, to collect some insight to form the most logical service families.
About Laura Miller
Laura Miller is the Director of Sales in North America for Samanage. She works one-on-one with customers ranging from SMB to Fortune 500, providing them with a modern way to look at service management. Laura's ITIL experience and ITIL v3 Foundations certification provides her with a unique understanding of the service management industry. Her guilty pleasures are anything chocolate, ice coffee, and reality TV.
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