When building and publishing an IT service catalog for the first time, one of the most common questions that companies will ask is “What services should we include?”
IT services is a relatively broad category, and can encompass many different types of systems and solutions – as well as the associated supporting services delivered by the IT service desk. And while these may vary from one company to the next, some of the key categories that should be represented in your IT service catalog are:
This category should include purchase, installation, and patching and upgrading of desktop software such as email, Microsoft Office, Adobe products, etc, as well as ERP, CRM, accounting, and other applications. Additionally, Internet access, Intranets, corporate portals, and the like should be listed here.
This category is for acquisition, maintenance, repair, upgrades, replacements, and other services that can be performed on PCs, laptops, and handheld appliances like iPhones and Blackberry devices, as well as printers, speakers, and other accessories and peripherals.
This section of your IT service catalog should have two parts. The first should list the various solutions and systems overseen by the IT department that directly impact the end user, such as Web hosting, data storage and management, networking, security, etc. The second section should highlight the professional services offered by the IT organization, such as custom application development, reporting, or training.
While many companies consider their phones and other communication systems to be outside the realm of IT, the fact of the matter is, these are still “technologies” and (for the sake of end user convenience) should be added to the IT service catalog – even if they are deployed and administered by a different group. Be sure to include available support services related to all landline phones, mobile phones, remote PCs (i.e. those that connect to the corporate network via a VPN), and third-party conferencing solutions like Webex or GoToMeeting.