How to design a standardized service catalog

[Ritanjali Pati]

Here is the best practice will help you create a world‑class service catalog design, governance, and maintenance process that:

• Optimizes customer experience and process efficiency
• Builds a robust catalog structure to improve search and set the right expectations
• Streamlines fulfillment workflows for faster delivery time and issue diagnosis
• Provides flexibility to make changes to the catalog for relevance
• Defines the right measures of success and predictive metrics to identify performance gaps

Introduction

Service catalogs can no longer afford to be “good enough.” Employees expect a consumer‑grade experience and anywhere, anytime access when requesting services. Service providers expect a quick and easy way to update their offerings. Executives expect clear management of service costs and insight into the value they get for that cost. Organizations try to deliver against these aspirations with the “perfect” service catalog—but changing customer and business needs means that even the best service catalogs need to be frequently redesigned or updated, which can be costly and time consuming.

Creating a world‑class service catalog—one that continuously optimizes the customer experience and provisioning efficiency—is not a one‑time effort. You must have a design, governance, and maintenance process that focuses on ongoing customer needs assessment, flexibility so you can make on‑demand changes to the services you offer, and proactive performance improvement so you can improve the value for cost.

Follow these stages to plan your catalog design, create a customer‑focused catalog structure, remove redundancies in your fulfillment workflows, and define a catalog maintenance process:

Stage 1:

Plan for the catalog design process:

https://www.servicenow.com/success/optimize/now/design-world-class-service-catalog/stage1.html

stage 2:

Create the top-level catalog structure:

https://www.servicenow.com/success/optimize/now/design-world-class-service-catalog/stage2.html

stage 3:

Simplify and standardize fulfillment workflows:

https://www.servicenow.com/success/optimize/now/design-world-class-service-catalog/stage3.html

stage 4:

Define the catalog design maintenance process:

https://www.servicenow.com/success/optimize/now/design-world-class-service-catalog/stage4.html

The takeaway:

https://www.servicenow.com/success/optimize/now/design-world-class-service-catalog/takeaway.html

Thanks & regards,

Ritanjali

 

[VagelieK]

The stage links of this article no longer appear to be working, but the initial Service Catalog link still routes you to the page to download the success playbooks.

Solid recommendation, Ritanjali.  Thanks!