Written By: Pamela Erskine
Are your customers able to navigate the service catalog? Can they find the services they need? Often, IT Service Providers embark on an initiative to implement a service catalog only to find little benefit. In some cases, the service catalog actually creates dissatisfaction in their customer community as their customers can’t find what they need, they have additional questions about the service, or their requests take a long time to fulfill.
Key Steps for Success with Your Service Catalog Initiative
Introducing a service catalog should be a win for the IT Service Provider. You are creating a channel that allows the customer to better understand IT services and the value they bring to their organization. Engaging the customer at key points during service identification and catalog development and preparing the IT organization to effective manage the service catalog and efficiently and effectively deliver on requests will maximize your opportunity for success.