IT Service Catalog
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What is a service catalog in ITIL?
An IT service catalog is a curated and organized collection of the IT-related services that can be performed for, by, or within a business. It’s designed to support the delivery of IT services to customers and includes the answer to the question: what might employees need from the day they start to the day they depart? The service catalog provides a comprehensive, user-friendly menu of services for employees. The process-driven, automated back end allows your service desk to deliver successful, efficient, and personalized results.
An IT service catalog has two views: a customer-facing view for users to browse and select the services they need, and a technical view showing exactly what’s needed to deliver the services contained in the catalog. Because of the information contained in this technical view, IT service catalogs often provide clear guidance on how to route requests to the right support professionals and how to complete services.
The services within an IT service catalog are typically very repeatable, with controlled inputs, processes, and outputs. With workflows built out on how to complete these repeatable services, an IT service catalog can empower service providers to effectively and efficiently meet end-user expectations for service completion.
When all the necessary information on service delivery is organized and cataloged, it can be easier to streamline workflows and automate processes to offer the best possible service experience for your customers.
When it comes to IT service catalog software, like SolarWinds Service Desk, the main goal is to provide easy access to services while creating a user-friendly experience and automating the service delivery process. This can help you save both time and resources when it comes to service delivery.
Which services are displayed in the service catalog?
In an IT service catalog, only services directly related to IT assets and IT services are displayed. This can include many services, so it’s important for each service to be accompanied by substantial, detailed information to make it easy for the user to find and efficient for the technician to follow.
A service catalog may include workflows for requests related to:
- New hardware
- New software licenses
- Cloud application access
- Reset a password
- New employee system setup
- Periodic maintenance
- Change request
- New virtual server request
- Portal announcement
Each of these cataloged services should help users provide the most information upfront and help technicians know how to route and fulfill service requests. Relevant information includes:
- The person or group who owns and is accountable for the service
- An identification label or name
- A clear, easy-to-understand description of the service that anyone in your organization could understand
- A categorization that lets the service be grouped with other similar services
- Details on underpinning or supporting services
- Service level agreement (SLA) data
- Escalation points, approvals, and key contacts for the service
- How critical the service is for the business
How does an IT service catalog work?
An IT service catalog works by helping centralize information on services important to a business. It can allow IT technicians to more efficiently and effectively respond to user service requests.
It’s a single location from which anyone within the organization—whether HR, IT, facilities, or another department—can connect users and employees to the services they require. Dynamic request forms make it easy to get the information you need and connect people to services.
A wide range of benefits come with the use of an effective IT service catalog. Some of the main benefits can include:
- Visibility into your essential business services
- Improved and simplified service delivery processes, including better coordination between service delivery personnel and processes
- Faster service delivery
- Reduced costs thanks to improved efficiency
- Better resource allocation
- Improved customer satisfaction
What is a service catalog in ITIL?
An IT service catalog is a curated and organized collection of the IT-related services that can be performed for, by, or within a business. It’s designed to support the delivery of IT services to customers and includes the answer to the question: what might employees need from the day they start to the day they depart? The service catalog provides a comprehensive, user-friendly menu of services for employees. The process-driven, automated back end allows your service desk to deliver successful, efficient, and personalized results.
An IT service catalog has two views: a customer-facing view for users to browse and select the services they need, and a technical view showing exactly what’s needed to deliver the services contained in the catalog. Because of the information contained in this technical view, IT service catalogs often provide clear guidance on how to route requests to the right support professionals and how to complete services.
The services within an IT service catalog are typically very repeatable, with controlled inputs, processes, and outputs. With workflows built out on how to complete these repeatable services, an IT service catalog can empower service providers to effectively and efficiently meet end-user expectations for service completion.
When all the necessary information on service delivery is organized and cataloged, it can be easier to streamline workflows and automate processes to offer the best possible service experience for your customers.
When it comes to IT service catalog software, like SolarWinds Service Desk, the main goal is to provide easy access to services while creating a user-friendly experience and automating the service delivery process. This can help you save both time and resources when it comes to service delivery.
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Automate user service request management from ticket creation, assignment, routing, and escalation.
Use built-in reports (or create your own) to track ticket status, technician performance, and customer support needs.
Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
