5 Tool considerations
Whenever the topic of the service request catalogue arises, the first question asked is ‘What tool do you use?’ or ‘What tool do you recommend?’ The service catalogue management, request fulfilment management and individual fulfilment processes are more important than the tool in driving success, for without these processes the catalogue initiative will fall apart. However, the tool makes a big difference in the features and functionality needed to drive a robust catalogue offering as the catalogue is often designed to take advantage of the features offered by the tool and to work around its limitations.
When considering tools, the vision of the catalogue and its scope remain important. This vision will drive feature requirements ...
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