We recently worked with two clients who both had a similar challenge; How to build an effective Request Catalogue in their Service Management tool.
In order to deliver this work, we followed a tried and tested approach which includes:
- Mapping the workflow for each request type by identifying the following requirements:
- Business approvals
- Technical approvals
- Fulfilment/deployment steps
- Using a simple spreadsheet to log this data enables us to spot opportunities to rationalise approval or deployment steps. Often, clients can’t explain why a particular request requires 5 approvals, other than “it’s always been that way”!
- The completed spreadsheet provides the basis to categorise requests which can then be grouped together on the user’s request portal. This will make them easier to locate.
Other aspects to consider are:
For each request type, is there a level of entitlement which may prevent certain user groups from being able to order that particular item? This can be enabled in the tooling through menu based options, or from a more sophisticated perspective using details of the user’s role or department from their ITSM tool record / Active Directory records.
- Options / Variations
For each request type, there may be a number of variations which can be requested. For example, if a user requests a laptop, there may be a small version for travelling staff, a standard model, and an enhanced specification for power users.
With regards to the approval and deployment tasks, consider the sequencing in terms of whether they are performed in serial or parallel. It is important to streamline the end user experience of requesting IT services from the catalogue.
Consider the adoption strategy, through a combination of communication, incentives, and engaging with key influencers in the user community to spread the word.
If you are considering building a Service Request Catalogue, contact Syniad IT to discuss your unique requirements.
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