In the previous blog post about we focused on the key benefits that come with an implementation of a service catalog and the value it brings to the entire organization. This time we’re going to discuss how to get started with a service catalog and the steps that should be followed to implement it successfully.
Robust, agile, and adaptable – these are the most often used adjectives used in describing a well-designed service catalog that fits the ever-changing business paradigm. When we created the framework for the Mint Service Catalog, our main objective was to make sure it is flexible enough as it is the core of IT service delivery. Depending on your company’s specific needs, the services offered within the catalog should cover both the basics, like resetting a password and the more demanding needs taking, for example, accessing a financial system.
Mint Service Catalog is composed of two parts: the customer view and the technical view. The first one is all about how the end-customer (be it an actual customer or an employee) experiences the system. They are given the possibility to choose from a wide selection of services displayed in a neat and intuitive view. It takes just a few clicks to send a request and start any modeled process in an automated way. The admin view is intended for internal IT resources and is centered around information required to effectively deliver a service. Here administrators can place the set models connected with the Process Manager or simply add external links.
Getting started with a service catalog requires following a set of steps that will be successful for your business individually. We have gathered and described the most commonly used ones.
How to get started?
Start with your team.
Create a team that is up-to-date with all the current needs – people that are familiar with what your users actually request, managers and the team that will provide these services. Apart from the decision-makers, like stakeholders and business unit managers, it is good to have people who deal with requests every day. After all, they are the ones most experienced with the requirements of your end users. You can also get your customers involved – remember that they are the heart of each process.
Identify the services your business needs
This part is called a Strategic Service Review. It consists of an analysis of current services, systems, processes, and resources. Simply put – you need to learn about your company’s needs and wants. Check what services were requested during a certain period. It will give you a basis for the most recurring requests and what channels were used to communicate them. Map you’re the most recurring ones as well as the expectations, restrictions, deadlines, and descriptions to align them with business goals and areas involved.
Document the processes and key criteria
Remember that services must be described in a simple and easy way. Think about your end users. Use pen and paper, sticky notes or a piece of dedicated software to ensure centralized, trackable and available information for interested people. Define the steps that need to be followed in each process, who will be responsible for solving certain requests, what is the aim and result of each process.
Organize the gathered data
Group similar requests together to help your customers find what they need and for your internal staff to categorize them in a quick way. A service catalog should be coherent and well-designed so that users will be able to find what they are looking for in just a few clicks.
Agree on the communication process
Determine what touch points and channels will be used to request services. You need to clarify how the request process works and have available communication channels in case your customer needs to address or add something new to your team. Be it in the system or via email.
Model the processes
Create process flow and determine which queues or assignees the request should reach. Some of them may require an approval process, others may be only provided during business hours or might be restricted to specific days. Do not forget to clearly communicate these service requirements or restrictions it to your customer.
Define security and access permissions
For security reasons, you should determine permission settings. In other words, what a user or user group can do on instances for which they have rights within an organizational item. Such permissions include:
- Read – a user or group may only view instances
- Create – a user or group may create new instances
- Update – a user or group may edit and update instances
- Delete – a user or group may delete instances
Roll out in phases
Setting up a multi-level service catalog does not happen overnight. To keep things organized and omit any mistakes, be sure to deploy the service catalog in phases. Try out what works best for your organization. Start with the most common requests and move to the ones that are more complex. For example, begin with the ones related to the HR and IT service departments like holiday requests, sick-leaves, requesting access to software and hardware, and move to the ones less often used. You may also launch a pilot service before committing to a full project implementation.
Once you define your services, remember to communicate and engage the internal use of the service catalog. It is important to conduct periodical evaluations to always keep the service catalog updated. You must keep in mind that a well-designed service catalog should bring actual value to your team, ease of use, and speed the request processes. After having the services standardized within the catalog, you will be able to notice the benefits in productivity improvement in the covered areas.
Take the first step toward significant and measurable savings with Mint Service Desk. You will quickly realize the benefits that a service catalog brings to your organization and be on the path to success. If you need to consult your current services structure or need help in implementing the service catalog that reflects your users’ needs, make sure to book a free quote. For more information, visit mintsd.com or contact us at firstname.lastname@example.org