subject: Implementing A Service Catalog 5 Top Tips By Sharon Taylor [print this page] A Service Catalog is the means by which we, as IT service providers, articulate what we can do for our business customers. It seems a simple enough concept yet so many of us get it wrong over and over again.
In fact, the quality of a Service Catalog can make or break our credibility to the business. The power of provider value, service value and what differentiates you from your competitor can lie in the simplicity, accuracy and how you represent your services within your Service Catalog.
What is a Service Catalog?
The IT Service Management industry best practices teach us that the single most important thing we must do right is to provide value to the business. Otherwise, there is no reason for us to expect the loyalty of our customers. Doing this important task involves a few principles that do not change regardless of what services we are providing to the business. We must:
Articulate our value in business terms that our customers understand. 1.
Be able to demonstrate this by measuring and reporting this regularly to 2. the business.
Understand the business needs and be responsive to changes. 3.
Provide services that are cost effective, relevant and reliable. 4.
There is an old saying that you cant manage what you cant measure. While this is still true today, it should also state that if the business doesnt see the connection to WHAT we manage and measure, then it becomes an irrelevant exercise. The Service Catalog is the means by which we articulate WHAT we manage and measure. It is the hidden power of how we set the customers expectations and exceed them.
If you are shopping for a garment, you arent likely to ask or care about:
How many people did it take to make this? .
How was the fabric chosen? .
How many of these were made in this color? .
How long did it take to make? .
What you really want to know is how it will work for your needs:
Does it suit my purpose? .
Does it come in my size? .
Is it washable or does it need dry cleaning? .
Is it within my budget?
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