IT Service Catalog

Today’s customers are more knowledgeable than ever before. And, they’re talking to each other. That makes customer satisfaction more important than ever. Only an in-depth and holistic understanding of customers and their environments will give you the background you need to create service offerings that provide meaningful value and make real differences to the customer’s bottom line.

Every large organization (universities, businesses, non-profits, hospitals or government agencies) develops processes over time to enable employees to obtain the products and services necessary to do their jobs. But too often, these processes vary based on the service needed, the organization that provides it, or even the employee’s location. Employees are forced to navigate a maze of forms, online systems, and request processes, leading to frustration and wasted time.

An actionable Service Catalog provides a single point of contact or front door, an intuitive “one-stop shopping” experience for users. The Service Catalog must include a highly configurable, flexible, self-service portal interface that makes it easy for users to find and order the IT services that they require. BAC coordinates the development and execution of a strategy and design, including the procedures, configurations, and testing required to deploy Service Catalogs:

  • User-friendly service catalog with navigational options;
  • Role Based Access Control (RBAC) ability to order an IT service;
  • Validation and tracking of a service request;
  • Workflow automation to include assigning and managing work and monitoring service delivery;
  • Established “service communities, which includes site permissions and designing and configuring services;
  • Designed and populated services with descriptions, categories, keywords, and pricing;
  • User-friendly presentation and graphics, standard service forms, dictionary management and dictionary permissions;
  • Service delivery process automation, with checklists, notifications, and escalations, conditions, and expressions;
  • Service ordering permissions, authorizations and reviews, and escalations; and,
  • Reporting.