| Description |
1 online resource (144 pages) |
| Contents |
Service Management Online -- Creating a Successful Service Request Catalogue; Contents; List of figures; List of tables; About this guide; Foreword; Preface; Acknowledgements; 1 Introduction; 1.1 What is a service catalogue?; Figure 1.1 The service portfolio; 1.2 What is a service? Beyond the definition; Figure 1.2 Service types using the cable TV example; 1.3 Defining and documenting services; Table 1.1 Payroll services provided by IT; 1.3.1 The service package; 1.3.2 The service level package; 1.3.3 Building service offerings; 1.4 Service offerings as building blocks |
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Table 1.2 A sample service catalogue entry for email services2 What's in your service catalogue?; 2.1 Design considerations; Table 2.1 Service catalogue design approaches; Figure 2.1 Service catalogue views (audiences); Table 2.2 Customer relationship management service use; Figure 2.2 Enterprise services within an insurance company; 2.2 The case for the service request catalogue; 2.2.1 Incident management; 2.2.2 Request fulfilment and access management; 2.2.3 Change management; 3 Designing your service request catalogue; 3.1 Defining your vision: scope and customer experience |
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3.2 The service request catalogue as a service portalFigure 3.1 An enterprise service catalogue accessed through tiles on a single screen; Table 3.1 Onboarding activities by provider; 3.3 Three common pitfalls in catalogue design and catalogue best practice; 3.3.1 Pitfall no. 1: Designing the catalogue with IT in mind; Figure 3.2 Business value of requests; 3.3.2 Pitfall no. 2: We can't automate account provisioning or software deployment because & 3.3.3 Pitfall no. 3: Building the catalogue by silo not service or function; Figure 3.3 Functionally based catalogue |
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Figure 3.4 Functionally based catalogue with request links3.3.4 Catalogue design best practices; Figure 3.5 'Single pane of glass' design; 3.4 Identifying requests and creating the pipeline; Figure 3.6 Request catalogue release management framework; 3.4.1 Log the requests; Table 3.2 Sample request log; 3.4.2 Request prioritization and catalogue release planning; Table 3.3 Initial rating of requests; Table 3.4 Ranking values; Table 3.5 Prioritized requests; Figure 3.7 Onboarding request workflow; 3.5 The art of request design; 3.5.1 Collecting the required information |
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3.5.2 Building fulfilment plansFigure 3.8 An example of a procurement workflow using swim lanes; Figure 3.9 Equipment request workflow 1; Figure 3.10 Equipment request workflow 2; Table 3.6 Example of matrix for an approval workflow; Table 3.7 Example of matrix for a fulfilment workflow; Figure 3.11 Access request workflow (full); Figure 3.12 Request workflow (customer view); 3.5.3 The internet shopping experience; 3.6 Creating the catalogue experience; 3.6.1 Catalogue branding and design; Figure 3.13 Web portal with CMS capability; Figure 3.14 Portal without CMS capability 1 |
| Summary |
This is a practical guide for those in IT service management who have to create and develop efficient service request catalogues for consumer and business services. In order to have smooth online transactions, the service request catalogue is critical. The author defines the service request catalogue and goes onto to show how to optimally design and create a successful customer experience |
| Notes |
Figure 3.15 Portal without CMS capability 2 |
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Print version record |
| Subject |
Customer relations -- Management.
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Customer relations -- Management
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| Form |
Electronic book
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| ISBN |
9780117082922 |
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0117082929 |
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9780117082939 |
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0117082937 |
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