How to create transparency for your employees? Have you equipped them with a tool that’s powerful enough to reduce their dissatisfaction with how their requests are handled? How do you save time and money spent on daily multiple queries they have? Don’t think you need a Service Catalog? Think again.
We’ve all been there – facing the storm of requests from all different places. Hundreds of emails, phone calls, chat messages, and the beloved one – the lady from accounting stopping us in the hallway a few times a day. How to bring order to this chaotic pattern and improve request management? Start with documenting your different services and the way they are requested.
Service Catalogs aren’t just for your IT team. Simply stated, other business areas can benefit from these practices and approaches as well. Forward-thinking companies have already embraced Service Catalogs as means to equip their users and employees with a single point of contact where they can find deliverables, resources, prices, offerings available within an organization and processes for requesting a service.
What value can you achieve?
Increased level of user satisfaction
Users don’t care what happens behind the scenes. All they want are their queries resolved at hand. Provide them with a single and centralized interface where they can see everything your organization has to offer. Thanks to our solution they can send requests hassle-free and stay up to date with how their requests are processed and be aware of any blockers. This way you can observe an improvement in the management of service delivery and also increase greatly the satisfaction of the user.
Let users do their part and free up your own resources. The use of a Service Catalog facilitates user self-service capabilities, reduces management costs, accelerates issue resolution, and improves user experience by providing detailed information in a simple view, such as description, price, delivery, approvals, and the status of their request.
Inspired business process improvement
A Service Catalog describes not only each service and its attributes but also its objectives. At the core, what both IT and the business are gaining is better alignment to needs. You gain the ability to create a service to the cost-performance ratio which, in the long run, allows you to successfully manage asset and resource utilization while effectively controlling demand.
Reduce the cost of service delivery
Stop treating every single request as a unique issue. The “wash, rinse, repeat” approach is a great way to not only improve quality but also to streamline the most frequent cases. A good Service Catalog reduces the time that the user requires to process requests and, at the same time, allows them to be processed more efficiently ensuring more quality during the process. Speeding up request processing also lets the most qualified IT staff focus on the tasks that bring the greatest value to the organization, reducing total operating costs.
Gain better control
End-to-end visibility, transparency, standardization, and agility. Every IT department has the need of obtaining maximum control over the entire operations. The use of a service catalog with the Process Manager allows traceability of the entire process from being able to monitor, manage, and report on requests from start to finish.
Centralized Management of requests
Eliminate ambiguity and confusion about services’ nature. A well-structured Service Catalog helps form the foundation of a service-oriented architecture. Whether a user needs to request access to an application, retrieving a backup or purchase new equipment, the Service Catalog is the access point to all products and services offered by IT or other departments.
In a general sense, every person in your company requests and delivers services to and from each other. From IT and HR to Marketing, Procurement, and Facilities – in a sense, each department is a service provider within their organizations, as well as a consumer of services.
But remember – a Service Catalog shouldn’t only be a list. It’s supposed to be a first step in centralizing your request process management. It’s a way to save time and resources, provide simplified access to important information, make future improvements and avoid typical bottlenecks that can impact your organization. If you have difficulties defining it, stay tuned for the next article outlying a practical approach to getting started with the Service Catalog or book a meeting with Mint Service Desk experts. For more information, visit mintsd.com or contact us at firstname.lastname@example.org