6 Tips for better ROI on IT Service Catalog Implementation

We hate waiting.

In a world that somehow always seems to run short of time, nobody wants to wait. No queues. No delayed flights. We can’t even stand hold music anymore. (Hours of looped music to get my internet connection fixed? No thanks!)

On the other hand, we are capable of finding quicker solutions on our own, provided we have the right direction. In the world of IT support, self-service has emerged as the undisputed champion of improving user experience. IT self-service has received much of the “this will solve all your issues” glory. With self-service, your end-users don’t have to walk up to the service desk every time they want their passwords reset. With a simple query, they can raise a ticket to the IT service desk. They can even request new IT assets like laptops in a matter of a few clicks, all thanks to service catalogs. According to ITIL 4, a service catalog is a well-curated, single source of information for all the IT and business services within an organization.

Service Catalogs are the face of self-service. They simplify access with a unified service portal for all service requests and streamline the service delivery of your IT team. But how do you implement and leverage a service catalog? 

Building an integrated, actionable, and user-centric service catalog takes preparation. To help you through this process, we have curated 6 tips that can help you get better returns from your IT service catalog implementation.

Identify your users’ needs

“The hardest aspect of a service catalog should be its definition and not the implementation”

Understand your user requirements and needs to align your service catalog offerings. Add new services and keep updating the existing services to match the demand-supply. Collaborate with different teams and understand their specific asks to create a holistic IT service catalog experience for your employees. Remember, the requirements vary from team to team. The revenue operations team in your organization might need an application that another team may never require in their entire service cycle. So, ensure that no service offerings fall through the cracks.

Invest in automation

Here’s one investment where you most certainly will reap benefits. As part of their digital transformation initiatives, most organizations follow service request approvals. With the right service management solution, you can configure custom workflows, and route incoming service requests to the right agents/teams. Automate these workflows based on team responsibilities. Streamline the entire process for both the users and the IT team by automating the processes that demand back and forth exchanges between teams and multiple stakeholders. 

Leverage service catalog beyond IT

The IT service catalog is not limited to the IT services alone; it can be multi-functional! Utilize your customized service catalog for different teams within your organization to streamline processes and establish better collaboration between the teams. 

Human Resources: Service catalog allows the users to access payroll information, benefits, paperwork, and all the programs available to you as an employee. 

Facilities: service catalog enables you to raise work requests if you need something installed, moved, or replaced.

Finance, payroll, and billing: Use the service catalog as a one-stop-shop for everything related to payroll- tax declarations, payslips, and raising queries related to it. Maintain your finances and upload your bills to get them reimbursed. 

Consumerise the IT experience

The new-age workforce expects IT services to be responsive, flexible, scalable in a single click. The service catalog is a vital tool to provide a consumer-like experience to the users, thereby increasing the operational efficiency. Streamline the service provision processes with the help of a versatile service catalog that simplifies the employee experience, leading users to feel more positive about their interaction with the portal or the IT department. 

Personalize and rebrand your portal 

One size doesn’t fit all. It is vital to leverage personalization by customizing your IT service catalog to deliver a sense of belonging to your employees. Make it feel like home. Your IT service catalog should represent your brand, so obtain inputs from your employees and IT agents before building it. 

Check out these Service Catalog personalizations made by top organizations from across industries using Freshservice!

Rollout in phases

Start out with a representative portion of your user-pool and deploy the service catalog with a small selection of services offered. Test-run pilots to see what is working and what isn’t. Solve your ‘glitches’ and gradually expand your user-base and services offerings within your catalog.