Technology has continued to become more and more important to organizations of all industries and sizes. We rely heavily on our computers, tablets, and smartphones to get our jobs done. As an IT department, we are tasked with supporting all of this new technology and we have to be prepared to evolve into whatever tools or technologies comes next.
The IT service desk has come a long way from the early days where a whole room was dedicated to a single computer. Now everything is in the palm of our hands, literally, meaning our daily challenges change, well daily. Our customers are accustomed to exceptional “online experiences” regarding their consumer goods and now have similar expectations of their IT teams.
Let’s start out by defining a service catalog. Simply put, an IT service catalog contains information about deliverables, prices, contact points and processes for requesting a service. Typically a service catalog will have two views: a customer-facing view from which business users can browse and select services, and a technical view that documents exactly what is required to deliver each service in the catalog.
So, how does all of this happen? The service catalog allows organizations to create templates for common items. Think of the main pain points that affect your organization. How many times do you not get all of the information you need up front? How many times do you have to log information into a separate system to get another department to do something? With the service catalog, you can gather all of the information you need up front and kick off your process on the back end to run through various departments. Everyone is on the same page and everyone is happy.
Why Isn’t the Service Catalog Used More?
If Service Catalog is so great, why aren’t more organizations using a service catalog? Great question. There are any number of reasons we hear when working with new Samanage customers. The most common include:
- Folks are unfamiliar with what service catalog is and how it works
- They don’t recognize or understand the benefits of service catalog
- And many organizations utilize immature tools and processes, requiring a good deal of hand-holding to make the investment in a service catalog
The Benefits You’re Missing Out On
While none of this can happen overnight, a service catalog can be a fundamental building block within any IT organization. What makes the service catalog so powerful is that it’s not just limited to IT. The service catalog can be used to bring service offerings that affect multiple departments together into one place, reducing time and money by increasing efficiency and ultimately unifying departments in your organization. Integrate groups and offices spread across town or across the globe like never before, and brake down walls within the organization that have been up for decades.
Bottom line, service catalog can bring significant benefits to IT and your customers. So, now you have no more excuses to not build out that first workflow. Need help? Let us know!
About Jason Yeary
Jason works with customers to maximize their service management potential. He is ITIL® 4 certified and has years of experience in technical support and ITIL best practices.
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