Developing a Perfect IT service catalog
One cannot comprehend what a company is all about, and what they provide, without a proper briefing and an explanation of their products and services. A rundown of services provided by an Information Technology enterprise is a prerequisite to sell a particular service or product. Catalogues, and brochures define the prices, costs, contacts, and processes involved in requesting a service. Many enterprises apprehend that the service catalog is a main contact and visualization tool where IT and the business amalgamate. Primarily, the catalog should register the services that IT eagerly offers to the business; and secondarily, it should cater to the customers the company is targeting with IT’s capability to deliver these demands.
Steps to Develop IT service Catalog
Know the Demand:
Having an idea what the audience want and demand makes the task easier in framing an IT service catalog. Creating a solution should align with the user demands. Going through various user case studies and previous records of the target companies can help the enterprises to create a ‘to the point’ IT service catalog.
Establishing a Catalog Building Team:
Delegation of authority is must; an enterprise must choose the right person for the right job to ensure prolific productivity. The IT team should be formed before releasing the IT service catalog, as they will have an idea of executing tasks within a particular timeline. You can let clients know who will be performing the service, and approximately how long it will take to deliver a product or service.
Defining the support:
What exactly the IT team is going to offer? What devices they support? What applications they support? All these offerings and processes should be clearly defined to customers and employees of an organization. Setting up workshops can help in identifying the required support per service. Also clearly defining all levels of support from top to bottom and the additional costs for a service or its delivery should be mentioned.
Reviewing the Itemization:
Keeping all the above constituents in mind, companies need to evaluate the process of developing an IT service catalogue. Understanding the technical terms and all the steps to ensure it is comprehendible to all employees and customers is must. In addition, catalog developers have to refrain from using acronyms; instead use full forms and a detailed information about each item mentioned in the IT service catalog.
Launching a Customer View Catalog:
Customer view catalog would constitute various ingredients like highlighting information relating to product and services. It also includes the key details of the products and services. This document should contain all the relevant costs of products and services and it should be verified with the market teams as it is considered as the prima facie of the services offered. Customers can thoroughly read through the IT service catalog and come to know where the benefit reaping points are.
Launching a Technical View Catalog:
This part gets tricky, all the information of service providers and IT infrastructures needs to be chalked down in this part. With the help of enterprise architectural repository tools, every bit of information can be defined such as organization catalog and capability catalog.
Update with Time:
Modifying the service catalog helps to keep with the latest business and technological trends. As business realm has a tendency to change with time, company needs to know the new modus operandi of selling. Same goes with the technology, the rate at which technology transforms is commendable and companies need to update their IT service catalog accordingly to meet new projects and business needs.
The three factors which help in creating a top notch is by knowing what is best for the customers, leveraging the capabilities and resources, and taking action. Keeping these things in consideration guarantee that the services offered are truly benefiting the end user base. In addition, user feedback helps in identifying the alterations to be made in the service catalog. Right away, an organization will feel a gradual amplification of communication with users, customers and IT teams. This initiates the transition which eventually helps in maturing the organization and taking it to the next level.
By Tom Farrah, CIO & SVP, Dr Pepper Snapple Group
By George Evans, CIO, Singing River Health System
By John Kamin, EVP and CIO, Old National Bancorp
By Phil Jordan, CIO, Telefonica
By Elliot Garbus, VP-IoT Solutions Group & GM-Automotive...
By Dennis Hodges, CIO, Inteva Products
By Bill Krivoshik, SVP & CIO, Time Warner Inc.
By Gregory Morrison, SVP & CIO, Cox Enterprises
By Alberto Ruocco, CIO, American Electric Power
By Sam Lamonica, CIO & VP Information Systems, Rosendin...
By Sven Gerjets, SVP-IT, DIRECTV
By Marie Blake, EVP & CCO, BankUnited
By Lowell Gilvin, Chief Process Officer, Jabil
By Walter Carvalho, VP & Corporate CIO, Carnival Corporation
By Mary Alice Annecharico, SVP & CIO, Henry Ford Health System
By Bernd Schlotter, President of Services, Unify
By Bob Fecteau, CIO, SAIC
By Jason Alan Snyder, CTO, Momentum Worldwide
By Jim Whitehurst, CEO, Red Hat
By Marc Jones, Distinguished Engineer, IBM Cloud Infrastructure