Reduce Shadow IT With a Service Request Catalog

Foster business relationships through sourcing-as-a-service.


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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.
1.2 Complete customer journey map.
1.3 Design process for nonstandard assessments.
  • Nonstandard process.

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.
  • Catalog scope.
2.2 Determine process to build and maintain the catalog, including roles, responsibilities, and workflows.
  • Catalog design and maintenance plan.
2.3 Define success and determine metrics.
  • Defined success metrics

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.
3.2 Complete application categories for catalog.
3.3 Create deployment categories and SLAs.
3.4 Design catalog forms and deployment workflows.
  • Catalog workflows and SLAs.
3.5 Create roadmap.
  • Roadmap.
3.6 Create communications plan.
  • Communications deck.

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.
  • Application Portfolio.
4.2 Determine which applications should be in the catalog.
4.3 Determine which applications are packaged and can be easily deployed.
  • List of catalog items.
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