In the modern era, the Service Catalog has redefined the way services are offered and delivered within an organization. The Service Catalog provides an easy means to improve operational efficiency and help keep service delivery costs low. All service offerings are delivered and managed using a single portal and this dramatically improves service delivery and user satisfaction.
An ITIL based Service Catalog offers the ability to manage critical information in a central repository accessible by both the IT department and the business. The information contained within the Service Catalog relates to all Services provided by the IT department to the Business. The Service Catalog can be applied across all platforms, environments or geographical locations of any organization. ITIL V3 standards advocate service catalogs as a best practice requirement for service management.
Service Catalogs offer a customer facing view of all the service and product offerings for all the departments within an organization. They enable organizations to promote these offerings in a structured and easily navigable manner. A user friendly service catalog encourages and enhances customer self service .It allows you to empower your customers with Self-Service.
Multiple services on a single portal
A well thought out and managed service catalog provides a great self-service opportunity for customers. It offers a single portal to present all service and product offerings of the organization and a standardized approach to complete all requests . Services and requests can be offered selectively and efficiently from one portal. It allows customer expectations to be managed to ensure high levels of customer satisfaction.
The first step in developing an IT service catalog for an organization is to put together an inventory of all the services critical to the business. This includes incorporating services beyond IT like Employee Onboarding or Citizens Portals .
A flow chart or documentation outlining current manual processes will help define how to automate various processes for effective service delivery.
Other critical elements in defining the Service process like the number of players involved in the process ,the mutiple steps required in the completion of the task, listing the hierarchcy and people to be notifed on task completion are all essential to put together a catalog for each process. Once the catalog is created it needs to be managed through its lifecycle. Workflow and automation processes need to be incorporated for effective service delivery.
Routing Rules are extremely important and are at the heart of the workflow process. The order of the routing rules is important to allow the technicians to view, at a glance, when they should be performing their tasks. Use of tags, folders and workflows to organize, prioritize and route conversations will help ensure appropriate, timely follow-up. The BOSSDesk Service Catalog is structured in accordance with ITIL guidelines and provides information about all available IT services. The service catalog contains information about two types of IT services: customer-facing services that are visible to the business; and supporting services required by the service provider to deliver customer-facing services.
The BOSSDesk Service Catalog makes it very easy for users to launch service requests. Access to vital information speeds up ticket creation and minimizes errors. The Service Catalog can create fully customizable forms to meet the needs of each category of users. Each user group will be presented the forms that are appropriate for them and different forms can be presented to different user groups based on their department or Active Directory security group.
Technicians and Administrators have the ability to customize the BOSSDesk service catalog by creating various custom forms via a drag and drop interface that can be fully integrated with routing rules to generate appropriate tasks. The process is simple and user friendly and no coding experience is necessary.The need to have requests routed for approvals or to approval boards or expenses boards can be selected when creating the custom form.
With the BOSSDesk Service Catalog:
Services and requests can be offered selectively and efficiently from one portal
Create easy to use forms to enter new requests or track your requests, improve user satisfaction and drive down costs
Creating a new service catalog is a breeze – just a few drags and drops and no coding is required
Workflows and approvals can be automated
To view how easy it is to create a Service Catalog in BOSSDesk and how one of our customers has built a Service Catalog, watch the recording of the webinar Service Catalog - A Modern Way to Deliver IT Services: