Let’s dig into what an IT service catalog is, why catalogs are helpful, and how you can work with a provider who’s created an ideal catalog for your needs.
Let’s start at a high level, here, to ensure understanding of our key terms. As we’ve written before, an IT service is the design, implementation, maintenance, or optimization of any information technology component or system.
That can involve:
And more.
The other half of our term is the word catalog, which refers to a complete list of items, typically presented in a systematic order.
Taken altogether, then, the meaning of the entire term is pretty self-apparent – it refers to a comprehensive list of IT services that a provider offers. However, most often, “IT service catalog” refers to the list as presented to end users for the access of support services.
In other words, an IT service catalog is the portal, software, or website through which ticket requests are made.
It includes pre-categorized support options, listed systematically, that users can select to define their requests.
We’ve defined the term. Now let’s unpack why it matters: IT service catalogs are helpful because they streamline the IT support process.
Essentially, they provide a framework that improves communications between end users and technicians. By presenting IT services in an ordered, pre-categorized form, IT catalogs make it easier for end users to describe their issues. Non-technical people may have trouble explaining the technical challenges they’re facing; with a catalog, they’re given a prompt that tends to enable them to more clearly articulate issues.
On the other side of things, when requests are pre-categorized, support technicians are able to more efficiently respond. Tasks are more easily understood and can be more quickly delegated for resolution. For example, if a specialized type of request (say, for cybersecurity) comes in, tickets can easily be routed to technicians who are well equipped to handle it.
The end result of a solidly constructed IT service catalog is faster response times and increased productivity. A good catalog is a benefit to everyone – your end users, your service technicians, and, of course, your business.
If you want to begin accessing an IT service catalog, you’ll want to ensure you choose a solution that meets your needs. What will your ideal catalog look like? The answer to this question is that it depends.
Very small organizations (those with fewer than 10 workstations) may not need an IT service catalog. They may be able to get by on break-fix IT support, which usually does not supply an IT service catalog. They may even be able to navigate IT challenges on their own. As growth happens, however, these approaches often become unsustainable.
Most mid-sized businesses are best served by an IT service catalog that’s delivered as part of a managed IT services engagement. These service catalogs typically involve the IT service offerings listed above, and, again, are usually accessed via a portal or website.
At Complete Network, for example, we provide a customer portal for end users to quickly and easily submit their requests. Our technicians are available 24/7 to monitor and respond to support requests – and, best of all, our customers report a 98% positive satisfaction rating on the services we deliver.
Larger (enterprise) organizations may rely on IT catalogs that are serviced by internal teams. For example, the University of California, Berkeley (which has over 40,000 students) has a catalog that includes services offered by a number of campus technology resources.
Hopefully, this information has been helpful as you consider your own business’s IT service needs.
The bottom line is that, regardless of the mechanisms behind IT service, it’s most important that support is delivered responsively and effectively. IT service catalogs are a means of improving IT response times and communication flows. But, ultimately, it’s the people and resources behind the catalog that make the most difference in the service you receive.
At Complete Network, our people are some of the best in the business – and our customers agree. If you’re interested in upgrading your IT service, we’d love to hear from you.
We’re honored to provide game-changing IT service to Albany, New York, Charlotte, North Carolina, and Bluffton, South Carolina businesses with more than 20 workstations. Get in touch with our friendly, helpful team at 877-877-1840 or [email protected].
We can show you the framework and mechanisms behind our IT service catalog and get you on the path toward optimized technology support that completely transform your business.
