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The takeaway

As you design your world‑class service catalog, remember these things:

  • Service catalog design is not a project but an ongoing process that requires experts from across the organization to work together to create a superior customer experience and efficient provisioning.
  • The catalog structure is critical to creating a good customer experience. Aim for no more than six to ten top‑level categories based on how customers think of their needs, and have no more than three levels of hierarchy to get to a catalog item.
  • A golden rule for workflow management is to have a minimal number of standard workflows that you can reuse for different catalog items. Aim for three standard workflows: small, medium, and large.
  • For catalog maintenance, you need a process for making minor updates to the catalog items, and one for making major overhauls to the catalog, to keep it aligned to your measures of success.

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