One critical success factor for planning the service catalog is having executive support for the effort. On a technical level, this entails bringing services online within the tool by publishing them, enabling the links to the catalog so that end users can reach the services, and finally communicating to your users that the catalog is open for business. In it, our ITIL-Expert certified consultants provide training around what constitutes a Service and how best to create or revise a Service Catalog. This part of the process is what IT does best. News and analysis for IT professionals. Metrics and key performance indicators (KPIs) should be reviewed by service owners and the business on a weekly basis at first to determine if services should be added, modified, or even removed from the catalog. It also makes sense to identify or assign a service owner for each group. After that, it’s time to gather the team. Let’s dive in further to explore the user community. Use your development methodology as the basis of theproject plan together with a proven reference model6. And continual improvement makes possible constant innovation within your organization—and the advancements that result will leave a lasting, positive impact on the user community. Service Portal, They have a deep understanding of what their users need and how they work. ITIL Strategy, Continue collecting and acting on the feedback until all of issues and/or concerns have been mitigated. Enabling rapid access to products and services that are not only easy to find and request but also are designed to be easily fulfilled will move the organization towards realizing a digital workplace through self-service. It also adds value to customers who want to create a new, simple portal (small, demo-like portal) to show what the future could look like and begin to handle customer interactions. For example, if one of your service fulfillment methods consists of a string of e-mail threads, it would make sense to collect and analyze all of those emails. More agile and effective customer service; Instant catalog fixes; Marketing that’s more omnichannel and flexible → So many advantages of online catalogs for businesses: don't get left behind . YES! Mike Roper is a Principal Software Consultant with BMC Customer Success Services assisting Federal government clients. Is Doing a Service Catalog Worth the Effort? Service Catalog workflows enable administrators to easily define a complex, multi‑step process for fulfilling and approving the request. Employee Self-Service Portal, Understanding what works and what user behavior indicates a need for improvement are crucial aspects of reporting and metrics. In the days prior to the release, let your users know that it’s almost here. IT Management Daily Newsletter. Their company role and function do not have a need for a virtual server so should they request one, it would likely be for a purpose outside their area of responsibility – opening the company up to risk or unmonitored cost. Whether you are delivering IT services to a large enterprise-level user community or small groups of independent users, the service catalog plays a critical role by acting as the common interface for users to access the products and services required to ensure smooth and timely delivery of products and services. Download This Template. This may continue up to the release date. Finally, using the data gathered to validate the effectiveness of the services being provided will drive continual improvement. See an error or have a suggestion? Developing measurements, tracking, and reporting on them are accomplished in a manner similar to how the service catalog was defined and built. Doing so streamlines delivery for specific events. Building a good, customer-centric service catalog takes preparation. They should be presented with an easy-to-use interface that makes requesting and tracking those services through to completion a seamless and frictionless experience. Service Catalog Template Download it here. The word, “tactical,” is often perceived as bad for IT. Creating your catalog manually consists of copying and pasting all data, piece by piece, from your data source into your document. A service catalog is a complete list of services a company provides for its customers or employees. I recommend you start with categorizing services and applying keywords to facilitate easily navigating to or searching for the appropriate service. Define the user interface elements for the portal when deploying the managed application. Overall, it’s important to outline what needs to be presented to management and when to demonstrate the value of the time and effort put into the service catalog has been realized. About the Author: Don Casson is CEO of Evergreen Systems, an IT consulting firm helping medium to enterprise public and private sector organizations to dramatically transform their IT operations. How to Build a Service Catalog In 6 Simple Steps Step 1: Identify Stakeholders. What’s more, after all the work is done, it is much easier to review and score technology choices and potential service providers for your planned project. Agree on a review process . These all-new for 2020 ITIL e-books highlight important elements of ITIL 4 best practices. Quickly understand key changes and actionable concepts, written by ITIL 4 contributors. Many believe an IT service catalog is a vital element of a successful service management strategy, representing the capabilities and image of the IT organization. The first step for building a data catalog is collecting the data’s metadata. And, most importantly, it educates the whole team on new concepts, best practices and definitions. Aligning the service catalog project goals with those of the business assures leadership that the outcomes are strategically aligned and will be in the best interest of the organization. Data catalogs use metadata to identify the data tables, files, and databases. You can also standardize request fulfillment to ensure the accuracy and availability of the items in the catalogs. About 80% of our customers start this way, and many of them have achieved their service catalog aims affordably and quickly through our 2 Week Service Catalog Strategy and Roadmap Engagement. The owner will act as the single point of contact related to their particular services. What differentiates a proper tool isn’t just the way it delivers services to the end user, but how it’s intuitive for the business analyst to build services. Don Casson, Defining your start (tactical or strategic approach) is the fifth step to successful planning. Key data points to collect in the tool feedback approach are: Now that the feedback and issues have been collected, they can be discussed and analyzed amongst the project team and any changes can be incorporated into the service catalog. How to design an online catalog. Having representation from multiple areas has the benefit of people who know the people and the processes. Who will have access to the service catalog and specific services? Understanding what it takes to deliver a service as well as how long it takes and what it costs need to be compiled into creating Service Level Targets for the organization. There are three main benefits: you create realistic expectations for your customers, you’re better able to explain to management what you’re spending your time on, plus it vastly improves your potential to deliver good self-service. However, it could actually involve many steps and require multiple approvals in order to be completed—all of which aren’t immediately apparent to the requester. The work in preparing your team for building a service catalog can seem hard, but it’s necessary. How to build a service catalog YES! The catalog also describes the features of the services and how each is intended to be used. As one of the most valuable tools in your arsenal, the catalog should provide a single source of information pertaining to the operational services provided by the IT service provider. Ensure users shape the format, service groupings andtext in the Service Catalog7. It’s a good idea to keep the collected feedback structured and organized. Performing the analysis and then updating service delivery methods allows an organization to streamline the delivery process, which ultimately reduces costs and improves resource allocation. IT Service Catalogue. And if you have any questions just let me know at email@example.com. It acts as a common interface where customers can access the services. To publish a managed application to your service catalog, you must: Create a template that defines the resources to deploy with the managed application. Service catalog management 101: Relevance to the business. Use this set of templates and explanatory article to build a service catalog to document IT services and assist your customers. ©Copyright 2005-2021 BMC Software, Inc. Gather your content. Bundling these services together to deliver a specific outcome, allows for that seamless experience that customers are craving. How to make your Service Catalog actionable; 4. Learn more about BMC ›. In today’s highly available computing environments, the ability to quickly request and access services is not only expected but required. Finally, on the day of the release, communicate once again using the channels noted above. After identifying the users that will request services, attention must be given to identifying the individuals or groups that will ultimately fulfil the service requests. In this blog post, we’ll take a close look at what it takes to plan, create and deploy an IT Service Catalog. Some service delivery aspects can have service level targets that are automated. IT service catalogs have been under pressure in recent years to meet the demands of a more challenging and sophisticated user population. If a new employee has to request multiple services from several different locations to get the resources required to be productive, what should be a great user experience is reduced to a journey in frustration. Plan customer needs for a service catalog, Identify your customers and service providers, Identify what services will be provided in the service catalog, Use the proper tools to build the service catalog, Most and least commonly requested services, The number of unique visitors to the catalog, The number of services delivered on time and delayed services based on established service level agreements (SLAs), Correlation between user requests to the catalog and those calling the service desk, Cost of delivering services to users (before and after the service catalog launch).