3 Designing your service request catalogue
3.1 Defining your vision: scope and customer experience
The first step to designing a successful service request catalogue is creating the vision for both the scale of the effort and the customer experience. Best practice drives what is possible in these areas. As organizations mature, they begin to expand use of the catalogue beyond IT to other providers in the organization. It is natural to expand catalogue use to human resources (HR) facilities and building security departments, as many requests (such as onboarding, moves, separations, visitor services etc.) tend to include these providers in their complete fulfilment. Creating the vision will, therefore, include this aspect of catalogue scope. A ...
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