So you have the go-ahead to start planning an ITIL service catalog for your organization. It’s a major endeavor, but if it’s created and implemented with care, it can be a boon to your company, streamlining IT service delivery, helping bridge gaps between IT and the rest of the organization, and saving money. The size of your organization and your IT staff will influence how many people should help plan and create the service catalog.
It’s not necessary to designate a mascot for your ITIL service catalog development team.
Besides IT people, you’ll want a select handful of other people from your company in on the planning of your ITIL service catalog. After all, they’re the ones who are going to be using it. If you don’t include people outside IT in the planning and execution, you risk creating a catalog that’s jargon-filled, confusing, and worse: ignored by end users.
Here are 4 types of people you should include in your ITIL service catalog planning right from the beginning.
1. Selected End Users
If your service catalog is successful, end users will turn to it when they need IT services. The number of end users you include in the planning and writing process partly depends on how large your organization is, but also on how diverse it is. At least two end users with different job functions should be included in planning and writing the service catalog. They can tell you when things make sense and when you’ve confused them with IT jargon and overly-technical descriptions.
2. A Representative From Upper Management
Executive buy-in is critical for having a successful ITIL service catalog. They should help you communicate why you’re creating one and how it will benefit everyone from the executive suite to the mailroom. They will probably ask you pointed questions along the way that can keep you on track, such as “How will this service help our company save money / increase productivity?” If you don’t have answers, you have more planning to do, because the goal of the service catalog is to streamline operations, improve efficiency, and make the wisest use of IT resources.
3. Someone to Research Other Successful Service Catalogs
Ideally you should have someone from the IT department who can devote some of his or her time to researching ITIL service catalog examples and learning what other organizations have done right and wrong in creating theirs. While your ITIL service catalog will, of course, be unique to your company, knowing some of the lessons learned by other companies can help you stay on track and not waste your time on strategies that ultimately don’t work.
4. Someone to Take Notes and Track Progress
Promise Jeremy the intern you’ll get him a proper pen if he’ll take notes for all the planning meetings.
Have someone at every planning meeting prepared to take notes, type them up, and distribute them to the ITIL service catalog development team. This helps keep everyone on the same page (literally and figuratively) and keeps team members from forgetting what they’ve already done. When the service catalog moves from the planning to the execution stage, this person should periodically meet with the person in charge of catalog development to make notes on where the process stands, what’s next, and when the service catalog can be expected to deploy.
Creation of an ITIL service catalog is a big undertaking, and it is a long-term undertaking, too. You don’t just write a service catalog once for all time. Periodically you will need to review it, measure how it’s being used, learn where it is succeeding and where it could use improvement. Minor changes can be made quarterly, with a more comprehensive review and rewrite annually. When your IT service management is built upon great software like Samanage, creating your service catalog is easier due to built-in features that allow you to define and publish IT services along with description, costs, and even images. A great ITIL service catalog requires great IT service management, and Samanage is committed to helping organizations of all sizes have exactly that.
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