Why this is important

Improving your customers’ experience and your provisioning processes is often top of mind, so we created step-by-step guidance to help you build a spectacular service catalog design, governance, and maintenance process. You can streamline workflows, create a better customer experience, and build a robust—and flexible—catalog structure.

Steps covered

1. Plan for the catalog design process
2. Create the top-level catalog structure
3. Simplify and standardize fulfillment workflows
4. Define the catalog design maintenance process

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.