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Service Catalogue Design and Implementation

The Service Catalogue is a cornerstone of an Information Technology (IT) organizations as it outlines, in a formal documentation, the available services that an organization must provide. The catalogue enlists the respective Service Level Agreements (SLA) that must be met, setting expectations between clients and service provider. The Service Catalogue is integrated with other processes like Service Level, Financial, Demand and Request Management. A people-centric service catalogue highlights and focus the IT service delivery on helping your people acquire the resources they need to be successful. A highly effective service catalogue is designed when you list out the end user’s objectives as an outline and then detailing these key points. Following key areas are an example of such outline that can be put to creating an intuitive and effective service catalogue. 1. Identify your customers and service providers 2. Plan your customer needs. 3. Identify the services that will be provided in the service catalogue. 4. Use of proper tools for building the service catalogue 5. Measure, study the user acceptance of the catalogue that is put together 6. Deploy the catalogue to end users 7. Use metrics and feedback for continual improvement Implementing a Service Catalogue Management System provides a single source of information on all operational services and ensures wide accessibility to those who are authorised to access it. This ensures the effective and efficient use of the information to the user and the ever-evolving needs of other Service Management processes. Service Catalogue not only automates workflow and approvals but improves service delivery process through self service solutions reducing operational costs. o Key Business Benefits 1. Centralized management of all requests 2. Improves self-service and simplicity for the user 3. Improves business process 4. Know how satisfies are your customer 5. Consolidated and optimized service catalogue o Features 1. Catalogue structure 2. Standardize fulfilment workflow 3. Catalogue maintenance process 4. User feedback process 5. Catalogue Design process..

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