Service Catalog and Service Request SLA advice
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12-16-2022 08:48 AM
We are trying to plan our configuration of the Service Catalog for the ongoing future. Based on this I have some questions on how to best configure our needs
We recently implemented phase one of our service catalog. In this phase we did not implement anything related to a Service Level Agreement (SLA) for Service Requests.
Thus, going forward we want to create SLA definitions for the Service Requests.
We have limited developer resources for ServiceNow.
I see the benefits of different approaches but would like a recommendation on what path we should take.
As far as the service catalog three-step hierarchy it seems the overall rule would be at the most:
10 top-level categories, 10 sub-level categories and finally 10 catalog items. Which would equal a total of 1000 catalog items.
We do have a concern that for certain sub-level categories we would go over 10 catalog items.
We want to avoid creating similar separate catalog items for the different options possible in a request.
We will leverage allowing users to pick between multiple options within the request form. Make use of Service Catalog variable question choices.
We want to do this to keep the design navigation more helpful to our end users. A focus on user experience versus developer ease.
This means when it makes sense, we will be consolidating catalog items.
Knowing this how can we make sure to have good metrics and configure the SLA definition to our needs?
Example: A different outcome for the SLA if it a “User add” option is selected in the catalog item versus a “User report” option.
Plus, should I consider the issue of the catalog item delivery time specified in the process engine?
We have disabled the normal delivery time being viewed when we submit. We have a text field in the catalog item to inform the customer what the delivery time will be instead.
For SLA can I leverage a variable to control this? If so with all the different catalog items how would successful would that be to implement and maintain?
Everything revolves around tasks for the catalog item. Should we leverage that?
High level goals:
The catalog items ease of use for end users are our prime goal. We need good SLA definitions as well.
Not allowing a lot of customization due to staffing constraints.
We have already created many separate workflows due to a short delivery go-live deadline. For the most part for each catalog item we have a separate workflow.
In the future with the constrain of expert staff resources, I am concerned we will struggle with maintenance.
We do not want to over automate and end up with a severely non out of the box baseline.
Sources Reviewed:
Design a world-class service catalog:
The Most Common Service Catalog Mistakes:
https://blog.invgate.com/service-catalog-mistakes
Best Practices for Creating a Service Catalog
https://blog.invgate.com/best-practices-for-creating-a-service-catalog
ServiceNow Definition of Customization and Configuration
How to apply Service Level Agreement to specific Service Catalog Items
5 Tips to Improve Your Service Catalog
https://www.thinkhdi.com/library/supportworld/2022/improve-service-catalog
HOW TO BUILD A GREAT SERVICE CATALOG USING ITIL 4 CONCEPTS
https://www.beyond20.com/blog/how-to-build-a-great-service-catalog-using-itil-4-concepts/
How to Start sla based on value of variable in catalog item
Best Practices for Designing Service Catalog in ServiceNow
https://dxsherpa.com/blogs/best-practices-for-designing-service-catalog-in-servicenow/
5 Tips to Improve Your Service Catalog
https://www.thinkhdi.com/library/supportworld/2022/improve-service-catalog
Improve self-service with ServiceNow
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12-17-2022 05:47 PM
1, Definitely combine options where appropriate in the same catalog item- For instance- Make a Request Hardware Cat item- instead of 10 like ( Request a mouse, request a Monitor, this can all be done via Catalog item
2. Requests can be reported on even up to variable level- so in the above you can report on how many of each item was selected if you had a dropdown with the 10 hardware items,
3. Use metatags so users can search and locate the right item
4. I would avoid SLA the first year- you really need to measure what happens before you can promise or commit to a timeframe - So you dont set yourself up for failure or for customers to have incorrect expectations. if SLA's are not imposed on you, i would promise nothing- Many times approval workflows are part of the Request process- and some approvers miss the email for weeks- every part of the workflow can be self governing- aka when a IT dept gets the request they are able to act and thier managers should ensure timely action but they cant be responsible for things they cant control - SO you may also want transparency to customer so they dont blame the last stage of workflow- and so they know approvals must be done.
5. Take the top 10 items and release them and work to add more cat items over time according to the need. You will find that a handful of cat items will be responsible for most requests.
There is always more to say but its experience mixed with opinion but i hope that helps
