Design a world-class service catalog

What's in this Success Playbook

This Success Playbook 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

Key takeaways

The most important things to know

  • Creating a world-class service catalog—one that continuously optimizes customer experience and provisioning efficiency—is not a one-time effort. 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.
  • 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 value for cost.

The payoff of getting this right

A world-class service catalog design process should improve both customer experience and the efficiency of your provisioning processes.    

Steps covered

Step 1: Plan for the catalog design process     

  • Clarify your catalog design team’s roles and responsibilities. 
  • Define clear measures of success for your service catalog design. 
  • Plan an incremental approach to scale your service catalog design deployment.

Step 2: Create the top-level catalog structure    

  • Aim for six to ten top-level customer-driven categories that cover most requests.
  • Offer bundles for end-to-end use cases that align with a specific business outcome.
  • Improve search with metatags and naming conventions using customer language.
  • Guide users to help them make the right choices and build transparency.

Step 3: Simplify and standardize fulfillment workflows 

  • Design fulfillment workflows with a threefold approach—standardize, simplify, and automate.
  • Define fulfillment stages, and their expectations, that are meaningful for the user.
  • Create a rigorous process to handle exceptions.

Step 4: Define the catalog design maintenance process     

  • Manage catalog item change requests as “services” to service owners.
  • Let fulfillers and owners make minor changes to catalog items without going through development.
  • Track metrics that highlight performance gaps and fulfillment process redundancies.
  • Conduct quarterly “user review board” meetings to evaluate feedback.
What you need to get started
What you need to get started
An executive sponsor to support and be part of your service catalog design team
When you should start this activity
When you should start this activity
Don't make the mistake of treating service catalog design as a one-time process.
You should start this process as you implement your service catalog—or as you approach the next round of changes to your service catalog.
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