IT Governance

3 Ways in Which You Can Expand Service Catalog Usage

A service catalog is an ITSM technology item that contains all the IT and business services an organization offers. It can be a part of the service portfolio that includes retired and future service offerings. In his blog, Joe the IT Guy discusses 3 ways by which you can leverage a service catalog.

Expanding the Service Catalog Horizon

Apart from showcasing isolated ITSM capabilities, the service catalog can also act as a mission statement for your company. So, following are the ways you can utilize and expand the service catalog usage horizon:

Self-Service Assistance: The basic point of ITSM is to make it easy for consumers to use IT services. With the service catalog, you are simplifying technical terms into a business language that customers can relate to. Include availability, costs, and support for each service as well as a comparison between similar services if you have any. This will give customers options to choose the solution that best fits their requirements. With added information on self-service and knowledge management abilities, it also increases efficacy and incident logging activities.

Managing End User Demands: An ITIL service lifecycle has demand management in the service strategy phase. It helps you to recognize, predict, and manage service demands. It ensures that your IT department has enough resource bandwidth for services by coordinating with capacity management units. In turn, IT departments, the service providers, can plan ahead to manage service demands. With the demand management process, you can control user behavior through Patterns of Business Activity (PBAs). PBAs are work profiles of business activities that help service providers to identify usage trends with real scenarios. The IT department recognizes patterns in IT service consumption when you include PBAs in the catalog along with other offerings.

Continual Service Improvement (CSI): Though CSI activities add service value, they are hard to maintain. A service catalog can bring a structured approach to such efforts. You can figure out the core applications based on the services offered in the catalog. It also improves reporting and allows users to make informed service requests based on financial and service details. The service desk knows the kind of customer requests they can get per service offering. It can help in managing resource allocation and productivity for ongoing and future services. The service teams can handle incidents, problems, and changes by improving their impact analysis skills.

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