As more organizations digitize, the IT department and customer-facing helpdesk have become integral components of business operations. A service catalog is an easy way to present IT or support service options to end-users and help organize submissions for IT technicians so they can solve tickets faster. Read on for more insight into how a service catalog works, what helpful service catalog tools are, and how ITSM software empowers easy management.
What is a Service Catalog?
An IT service catalog is a centralized collection of information that details all the service offerings a support team can offer to either internal users (in-house employees) or external users (customers, business partners, etc.). Think of it as a complete menu or portfolio of services that the IT department can possibly perform.
Who Uses a Service Catalog?
A service catalog is used by both end-users and your service desk teams.
End-User: A user interacts with a service catalog as a way to view service offerings with information like category, price, or other relevant service-level specifications. From this storefront view, they can choose what they will need and submit a request that references a specific service type.
IT Service Desk: An IT department will also have access to a complete service catalog, but the technician side can be thought of as a more thorough technical database of instructions, information, workflows, or other relevant processes that they need to help assist with requests. The IT department will act as the service catalog manager as they determine what kinds of services they will offer.
Service Catalog Examples
Example 1: Let’s say a customer who subscribes to a clothing subscription app didn’t receive her order in the mail, and now she needs help tracking her package. She logs onto the app and navigates to the Support page. Once she arrives there, she is presented with various category options that her request might fall under, including Billing, Login & Account, Returns or Exchanges, and Shipments & Delivery. The customer chooses “Shipments & Delivery” as the appropriate category. A service rep reviews her request, knows in advance what she needs help with, and is prepared with the technical instructions on how to proceed in solving the issue. The customer and rep connect, and they eventually resolve the ticket.
Example 2: A developer at a software company is having trouble with her computer; it’s working more slowly than usual. She submits a request to the internal IT service portal and selects “computer & hardware” as the service category. A helpdesk rep receives her request, and he starts immediately working within a pre-built workflow designed for the service category.
How ITSM Software Can Help You Organize Your Service Catalog
ITSM software promotes better catalog management for the IT department and delivers a smoother end-user support experience. Here are the service catalog tools that an ITSM platform might include and how they create a better organization.
Request Types and Forms
ITSM software empowers you to build a service catalog, starting with request types. Request types are the in-app service categories you can create and customize according to your business needs or typical user requests. Within your ITSM platform, you can add things like the category, the request type name, a default ticket title for internal purposes, and a default ticket template that appears in the body of the ticket. Request types also allow you to specify items like the assigned team, status, priority level, service type, and sub-service type.
The most helpful way to use your request types for customers is to create custom forms associated with each type. This way, end-users have a more simple, guided experience submitting information with their tickets.
Approvals and Workflows
Your ITSM software should be equipped with automated workflows and approval settings, which are beneficial service catalog tools. For example, you can configure certain request types to trigger approval workflows after a user submits a form associated with that request type. This streamlines the technician’s entire ticket resolution process and standardizes the procedures for each service offering from the catalog.
Learning Hub & Self-Support
Sometimes, users might have a quick question that they would like to solve themselves, or they may be interested in learning more about service offerings or general support topics. In these cases, quality ITSM platforms offer several tools that further enhance the service catalog.
For example, some ITSM software providers offer the option to include a video within a support form, giving more detail for the end-user on the service offering associated with the request type. Further, the service catalog manager may also choose to publish content in the user service portal that explains the service types in detail.
ITSM Software is Essential For Service Catalog Management
ITSM tools like DeskDirector make service catalog organization simple and automate support processes so your IT team can get more done. If you would like to experience how ITSM software levels up your service catalog, improves user experience, and drives operational efficiency, try DeskDirector for free. Sign up for your free 14-day trial today.