Introduction To Service Request Catalogs

Summary

INTRODUCTION TO SERVICE REQUEST CATALOGS
Before discussing Service Request Catalogs, let’s make sure we’re on the same page. As it turns out,
many people confuse Service Request Catalogs with Service Catalogs. The two are admittedly
similar, but still distinct in purpose. And frequently someone will say they want a Service Catalog
when in reality what they’re looking for is a Service Request Catalog

A Service Catalog essentially just lists and describes the services available at a company. For
example, if the list is online, then there’s no button to click that takes you to a payment screen for
any particular service you want. No interaction. The Service Catalog could even be written on a
napkin as a budding small business owner comes up with ideas

The Service Request Catalog, on the other hand, allows the customers to select services and
products that they desire for themselves. They can browse not only the descriptions, but also
request to receive the item listed. It’s more of an IT shopping experience that typically works in
conjunction with and as a fundamental extension to a Service Catalog. Some companies only have
one or the other, some have both, and some have neither. All organizations should work towards
obtaining both at some point, but it ultimately depends on their particular situation

The Spectrum of Service Request Catalogs
Service Request Catalogs come in many shapes and sizes. The medium and complexity of any given
catalog typically depends on the current standing of the organization. A new company without an
online presence may have a simple booklet where customers can read the list of available services
and then write in their request. Other companies might have a localized system on their business
computer that holds the information digitally but does not connect to the internet. Apps on
notebook devices and phones provide another versatile option

Some businesses may only need a base Service Catalog for the time being. Others might want to
jump straight to a Service Request Catalog despite lacking a Service Catalog. Such a leap is
possible, but should include the creation of the Service Catalog to accompany it

If creating a Service Request Catalog for a business, it’s important to consider which of the above
options works best given the circumstances of the organization. As a company grows, so does its
need for a high-caliber Service Request Catalog built by a skilled IT team. A quality catalog grants
greater capabilities for scaling up while also providing familiarity and functionality for a positive
customer experience

Essential Qualities of Successful Request Catalogs
Contrary to the ideas that many IT professionals have in Service Request Catalog creation, customer
experience is key. Making the catalog easier for customers to use increases sales, solidifies
customer satisfaction, and facilitates the IT team’s job in the long run

Some IT teams take the opposite approach of focusing on tailoring the catalog to their needs. This
can lead to messy, complicated interfaces that discourage customers from using it to buy the
services they need. Investing a bit more effort into the design process can result in the best of both
worlds such that customers are comfortable and IT is content

Familiarity and Functionality for the Customer
Most of the people using a Service Request Catalog will already have experience shopping online

So much so that they typically have certain expectations of what the online shopping experience
should be, no matter the product. They likely expect a shopping-cart type of experience with logical
organization, and giving them that familiarity boosts the efficiency of the catalog. An IT team can and
should take pointers from stores and websites on how to design the interface and selection process
of the Service Request Catalog

For example, department stores lay out their products in sections that consider the thought process
and needs of their customers. Online retail websites also create sections as well as helpful guides to
encourage customers to move between them. These sections are based on needs and mental
connections between objects, rather than the objects themselves. While hairdryers and TVs are both
electronics, they won’t typically go in the same department because they have very different uses

The opposite is also true as some items are relevant to a variety of uses and places, thus making it
sensible to place them in multiple departments

Similarly, the layout of the Service Request Catalog should not group services based on their
individual characteristics or their relationship to the IT team. It must consider the thought process
and needs of the customer from their point of view as the user. If employees use the catalog,
include a section for employee needs. If managers use it, a section with relevant services and
perhaps even access restrictions might be in order. When the employees and managers have some
overlapping needs, repeat those services for each appropriate section. With various services to
choose from, the catalog can also provide guidance to help each user make informed decisions
throughout the process

Agility and Scale for IT
Although the customer experience is important, it must still effectively translate into instructions for
the IT department on the receiving end. In part, this means keeping up with changes to the
company, services, and customer needs over time. Staying agile with periodic updates can help the
Service Request Catalog grow and improve with each release

It’s also a good idea to consider scaling up and adopting additional services over time. Within a
company there may be other service branches such as human resources, finance, or legal. If they
reach a point where a Service Request Catalog would be useful, there’s little point in them creating
their own from scratch

Regardless of how many service branches get involved, be sure to ditch the technical IT jargon
where it’s not necessary. Too much of it can lead to confusion for uninitiated customers which leads
to unintentional or incorrect requests. It also might scare away potential customers or create
distance between employees or other service departments using the Service Request Catalog

Service Request Catalog Creation
With the above expectations in mind, it should be pretty smooth sailing to create a Service Request
Catalog. The catalog itself will typically have a simple tree structure that narrows down from broad
categories to specific services. If there are multiple catalogs involved, combining them into a single
portal increases functionality

Consult potential users during the process to evaluate how they interact with the interface. The
same goes for the IT end where incoming requests should be tested. Consider different scenarios
that experiment with varying levels of priority, urgency, and impact of requests. There might be
infrequent but tricky situations requiring special access, restrictions, perimeters, or overrides

Creating a workflow and setting contractual deadlines for the catalog at hand helps layout the
primary goals of the project. It also makes it easier to identify if and when things run awry along the
way. Online workflow management systems resources can help smooth out the workflow process
with automation and organization

The investment of a little extra time and money into the process goes a long way in improving the
Service Request Catalog experience for all parties. The final result often serves as a reflection of
how mature a company is, so don’t underestimate the power it holds

Many people confuse Service Request Catalogs with Service Catalogs. The two are admittedly similar, but still distinct in purpose. And frequently someone will say they want a …

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Frequently Asked Questions

What is a service request catalog?

The Service Request Catalog, on the other hand, allows the customers to select services and products that they desire for themselves. They can browse not only the descriptions, but also request to receive the item listed.

What is an integrated service catalog?

Integrating a service catalog with this type of portal greatly expands the scope of self-service and provides end users with a single gateway for IT-related requests, whether it is a request for service or an incident ticket. An integrated self-service portal.

How does the support process work in service catalog?

The request is routed to the right support team. These processes in the workflow are part of the technical service view of the service catalog, which guides technicians in delivering services efficiently. Approval mechanisms kick into action. The support rep may ask for more info from the requester.

What is the scope of the service catalog management process?

The scope of the service catalog management process is to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment.