Why do you need an IT Service Catalog? Let’s count some of the ways. A Service Catalog offers your organization an efficient tool you can use to:
- Define and publish available services.
- Standardize service fulfillment processes.
- Establish achievable service levels.
- Determine the associated costs to manage performance.
When the new catalog is in place, IT organizations can begin to operate as a business. Services that are not frequently requested by customers can be discontinued, and delivery processes for high-volume services can be optimized. Key Performance Indicators (KPIs) provide greater visibility to control costs and respond to customer demand.
The following describes some crucial hints and tips for ensuring that you reap the benefits of successful service catalog implementation.
1. Pilot the Catalog
Determine which services and attributes need to be included or revised prior to comprehensive rollout. Publishing the initial service catalog without chargeback, targeting a specific business unit, or covering only a few primary IT services may allow for refinement and iterative maturity over time.
2. Establish Your Team
The initial catalog should be driven internally within IT, and should include adequate representation from all stakeholders within each domain to ensure that documented services are appropriate and valid. Executive sponsorship is also critical.
3. Establish A Baseline
The team should create a list of all the services that IT offers, regardless if whether or not they will be included in the initial catalog of services. When creating the baseline catalog, it is important to consider the following key guidelines to ensure that services offered can be effectively managed moving forward:
- The service is self-contained and is not part of a larger service offering.
- The service can be monitored and measured for consumption levels.
- The service has costs that may vary with changes in consumer behavior.
- The business could potentially procure the service externally.
4. Refine Service Offerings
The initial baseline should be refined to include only those initial services to be included in the pilot or first iteration of the IT service catalog. If different levels of service will be provided, cost variations should be documented by consumption type.
5. Perform Service Benchmarks
Once services have been identified, service levels should be benchmarked using available monitoring capabilities and measurement techniques.
6. Publish the Service Catalog
After services are documented, reviewed, and finalized, the service catalog should be made available to the business, preferably through an appropriate business relationship manager.
7. Establish Service Agreement
Following business review and selection of services, any formal service selections and supporting agreements should be facilitated through the service level management process and documented in a standard Service Level Agreement (SLA).
8. Improve Services
Any service improvement initiative should be iterative in nature and should ensure that ongoing improvement activities enhance communication with the business. Maximize operational efficiencies and continue cost reductions through a continuous service improvement program (CSIP).
9. Refine the Service Catalog
The cost, complexity, and difficulty of implementing an IT service catalog will vary greatly depending on the details incorporated into the final document.
At the end of the day, Service Catalogs allow us to become more informed of customer desires as well as our offering potential.
Want to Create an IT Service Catalog for Your Company?
The dedicated team at The Art of Service has designed a step-by-step toolkit to aid any IT professional in the implementation of Service Catalog capabilities in any organization. The toolkit aims to introduce Service Catalog concepts, as well as provide you with the tools to successfully create a workable Service Catalog culture in your organization. Click here and check it out!