Service Catalog Best Practices

Overview

A Service Catalog that operates in isolation from the broader service management operation misses critical opportunities for coordination and efficiency. Requests submitted through the catalog need to flow into fulfillment workflows, generate trackable work items, connect to approval processes, and feed into reporting and analytics.

Best Practice

Integrate the Service Catalog directly with the organization’s service management platform so that service requests automatically generate work items in the fulfillment system, trigger defined workflows, route to the appropriate teams, and are tracked through to completion. The integration should be bidirectional where appropriate.

Benefit(s)

A well-integrated catalog and service management platform creates a seamless end-to-end service request lifecycle with no manual handoffs. Customers submit requests in one place and receive updates automatically. Fulfillment teams work from a single queue. Management has complete visibility into request volumes, fulfillment performance, and SLA compliance.