6 Catalogue measurement and improvement
Like governance, measurement and continual improvement are critical aspects of operating the service request catalogue, and must be considered during catalogue design activities to ensure that the metrics needed to manage success are available once the catalogue is built. Adoption relies not only on solid design and ease of use, but also on the end-to-end fulfilment experience. To begin with, the metrics programme should consider the vision for the catalogue and its critical success factors. For example, an organization might have the following objectives for building a catalogue:
- Increased customer satisfaction with providers
- Reduced fulfilment times
- Increased fulfilment within service level agreements ...
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