Design & Build a User-Facing Service Catalog

Improve user satisfaction with IT by letting business users know exactly what is available to them in a convenient menu-like catalog.

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Your Challenge

  • Business users don’t know what breadth of services are available to them.
  • It is difficult for business users to obtain useful information regarding services because they are often described in technical language.
  • Business users have unrealistic expectations of what IT can do for them.
  • There is no defined agreement on what is available, so the business assumes everything is.

Our Advice

Critical Insight

  • Define services from the business user’s perspective, not IT’s perspective.
    • A service catalog is of no use if a user looks at it and sees a significant amount of information that doesn’t apply to them.
  • Separate the enterprise services from the Line of Business (LOB) services.
    • This will simplify the process of documenting your service definitions and make it easier for users to navigate, which leads to a higher chance of user acceptance.

Impact and Result

  • Our program helps you organize your services in a way that is relevant to the users, and practical and manageable for IT.
  • Our approach to defining and categorizing services ensures your service catalog remains a living document. You may add or revise your service records with ease.
  • Our program creates a bridge between IT and the business. Begin transforming IT’s perception within the organization by communicating the benefits of the service catalog.

Design & Build a User-Facing Service Catalog

Start here – read the Executive Brief

Read our concise executive brief to understand why building a Service Catalog is a good idea for your business, and how following our approach will help you accomplish this difficult task.


1

Launch the project

The Launch the Project phase will walk through completing Info-Tech's project charter template. This phase will help build a balanced project team, create a change message and communication plan, and achieve buy-in from key stakeholders.

2

Identify and define enterprise services

The Identify and Define Enterprise Services phase will help to target enterprise services offered by the IT team. They are offered to everyone in the organization, and are grouped together in logical categories for users to access them easily.

3

Identify and define Line of Business (LOB) services

After completing this phase, all services IT offers to each LOB or functional group should have been identified. Each group should receive different services and display only these services in the catalog.

4

Complete the Services Definition Chart

Completing the Services Definition Chart will help the business pick which information to include in the catalog. This phase also prepares the catalog to be extended into a technical service catalog through the inclusion of IT-facing fields.

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Manage Service Catalogs Course

Improve user satisfaction with IT by letting business users know exactly what is available to them in a convenient menu-like catalog.
This course makes up part of the Service Planning & Architecture Certificate.

Now Playing: Executive Brief

Course information:

Title: Manage Service Catalogs Course
Number of Course Modules: 5
Estimated Time to Complete: 2-2.5 hours

Featured:
Paul Brown, Sr. Research Director, CIO Practice
Gord Harrison, SVP of Research and Advisory

Onsite Workshop

Book Your Workshop

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Launch the Project

The Purpose

  • The purpose of this module is to help engage IT with business decision making.

Key Benefits Achieved

  • This module will help build a foundation for the project to begin. The buy-in from key stakeholders is key to having them take onus on the project’s completion. 

Activities:
Outputs

1.1

Assemble the project team.

  • A list of project members, stakeholders, and a project leader.

1.2

Develop a communication plan.

  • A change message, communication strategy, and defined benefits for each user group.

1.3

Establish metrics for success.

  • Metrics used to monitor the usefulness of the catalog, both from a performance and monetary perspective.

1.4

Complete the project charter.

  • A completed project charter to engage users in the initiative.

Module 2: Identify and Define Enterprise Services

The Purpose

The purpose of this module is to review services which are offered across the entire organization.

Key Benefits Achieved

A complete list of enterprise services defined from the user’s perspective to help them understand what is available to them.

Activities:
Outputs

2.1

Identify enterprise services used by almost everyone across the organization.

  • A complete understanding of enterprise services for both IT service providers and business users.

2.2

Categorize services into logical groups.

  • Logical groups for organizing the services in the catalog.

2.3

Define the services from the user’s perspective.

  • Completed definitions in business language, preferably reviewed by business users.

Module 3: Identify and Define Line of Business (LOB) Services

The Purpose

The purpose of this module is to define the remaining LOB services for business users, and separate them into functional groups.

Key Benefits Achieved

  • Business users are not cluttered with LOB definitions that do not pertain to their business activities.
  • Business users are provided with only relevant IT information.

Activities:
Outputs

3.1

Identify the LOBs.

  • A structured view of the different functional groups within the business.

3.2

Determine which one of two methodologies is more suitable.

  • An easy to follow process for identifying all services for each LOB.

3.3

Identify LOB services using appropriate methodology.

  • A list of every service for each LOB.

3.4

Define services from a user perspective.

  • Completed definitions in business language, preferably reviewed by business users.

Module 4: Complete the Full Service Definitions

The Purpose

  • The purpose of this module is to guide the client to completing their service record definitions completely.

Key Benefits Achieved

  • This module will finalize the deliverable for the client by defining every user-facing service in novice terms. 

Activities:
Outputs

4.1

Understand the components to each service definition (information fields).

  • A selection of information fields to be included in the service catalog.

4.2

Pick which information to include in each definition.

  • A selection of information fields to be included in the service catalog.

4.3

Complete the service definitions.

  • A completed service record design, ready to be implemented with the right tool.

Member Testimonials

After each Info-Tech experience, we ask our members to quantify the real time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this Blueprint, and what our clients have to say.

Client

$ Saved

Days Saved

Testimonial

Doctors Without Borders Canada

$2,000

5

I think we could have progressed faster.

George Brown College

$1

30

London Health Sciences Centre

$1,000

N/A

Insightful and qualified.

Panasonic Automotive

N/A

15

I put $0.00 on the dollar savings as it is too soon to tell.

Client

Facilitator(s) effectiveness

INFO & materials effectiveness

Overall experience

Understanding of next steps

Testimonial

Shelby County Government

10.0

10.0

10.0

10.0