The service catalogue is a menu card offered by the IT department defining what services the users can order and the budget allocated for it. Check out ITIL Service Catalog feature in ManageEngine ServiceDesk Plus https://www.manageengine.com/products/service-desk/itil-service-catalog.html?utm_source=YT&utm_medium=referral&utm_campaign=YouTubeSEOdes
Service catalog is a menu card offered by the IT department defining what services the users can order and the budget allocated for it. Along with defining what's available It also helps in delivering the service as agreed upon time. It becomes the new face of IT by working together with the users in meeting users expectation and improving user satisfaction, getting organized with the new catalogue. Inside the catalog, the menu items are organized as service categories, and services. Helping the users get a single view of all of the available items. This simplifies the selection of services from the available list. Some service requests. for example, the new hire request will involve multiple tasks to be completed before delivering the service. This task will be assigned sequentially two different technicians once the preceding task is completed.
If you notice sometimes the service that you offer will cater the need of all users, and in some other cases, it might be needed by the only specific list of users. In these cases, you can use different groups based on job title, department or even sites, and list the specific service available for these users, follow the process with approvals. The service requests sometimes need an approval process before the service is delivered. The approval process will make sure that the request fits into the budget, and the user is eligible to get the service. Based on the service ordered, the approval can either be from a single approver or multiple approvers.
The service request will now be assigned to a technician after the approval process is completed. You can either assign specific technicians for each service or use a technician auto assign functionality which uses round-robin or load balancing method to allocate the request. The delivery as agreed upon time, the Service Catalogue also captures the delivery time. So that, the users will know the wait time for the service to be delivered. Defining the delivery time for each service is decided by the service level agreement which ensures that the request is delivered as agreed upon time. The request gets escalated automatically to the next level technician when the service is not delivered. And finally, when the service is delivered the service request is closed. This helps you improve user satisfaction and put a smile on their face!.
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