Reduce Shadow IT With a Service Request Catalog
Foster business relationships through sourcing-as-a-service.
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.Without an effective service request practice, organizations will experience:
- Higher volume of unvetted software and equipment.
- Increased workload for the technical team as they look to secure, support and integrate after products have been acquired.
- Increased costs as applications are purchased and abandoned.
Having an effective service request practice will result in:
- Improved services to the business.
- Improved workload for the technical team.
- Improve security as shadow IT drops.
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Module 1: Design the Service
The Purpose
- Collaborate with the business to determine service model.
- Collaborate with IT teams to build non-standard assessment process.
Key Benefits Achieved
Designed a service for service requests, including new product intake.
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Identify challenges and obstacles. |
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| 1.2 | Complete customer journey map. |
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| 1.3 | Design process for nonstandard assessments. |
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Module 2: Design the Catalog
The Purpose
- Design the service request catalog management process.
Key Benefits Achieved
Ensure the catalog is kept current and is integrated with IT service catalog if applicable.
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Determine what will be listed in the catalog. |
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| 2.2 | Determine process to build and maintain the catalog, including roles, responsibilities, and workflows. |
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| 2.3 | Define success and determine metrics. |
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Module 3: Build and Market the Catalog
The Purpose
- Determine catalog contents and how requests will be fulfilled.
Key Benefits Achieved
- Catalog framework and service level agreements will be defined.
- Create communications documents.
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Determine how catalog items will be displayed. |
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| 3.2 | Complete application categories for catalog. |
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| 3.3 | Create deployment categories and SLAs. |
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| 3.4 | Design catalog forms and deployment workflows. |
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| 3.5 | Create roadmap. |
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| 3.6 | Create communications plan. |
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Module 4: Breakout Groups – Working Sessions
The Purpose
- Create an applications portfolio.
- Prepare to populate the catalog.
Key Benefits Achieved
Portfolio and catalog contents created.
| Activities: | Outputs: | |
|---|---|---|
| 4.1 | Using existing application inventory, add applications to portfolio and categorize. |
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| 4.2 | Determine which applications should be in the catalog. |
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| 4.3 | Determine which applications are packaged and can be easily deployed. |
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