Service Management Online

4 Building your service request catalogue

This chapter discusses an important aspect of implementing the service request catalogue, namely beginning the build phase.

There are two important rules for building the catalogue:

• Rule 1 There is no right way to design or build the service request catalogue. The organization needs to determine what is right for it. No outsider can tell you the right way to build your catalogue. They can advise, but ultimately it is the customer’s opinion that matters most.
• Rule 2 The service request catalogue will never be finished. Just when it appears finished, something will change, be added or shut down, requiring changes to the catalogue. The only way to finish is to stop the business from growing or changing, ...