SERVICE CATALOGUE AND PORTFOLIO
The Service Catalogue of Proactivanet Service Desk ensures that all areas of the business can have a consistent and precise image of the IT services. Hence the Service Catalog is the central source for all information on IT services delivered to the organization, the indisputable starting point when striving to attain top quality in provision of services.
The information on IT services provided to the organization is not only key for users, to help them understand what they can request of their organization and what it offers to them. This information is also especially relevant so that support technicians can provide a support service with the top quality expected by the business.
But in a rapidly changing environment such as we have today, where digital transformation of business processes constantly demands new IT services, the management of the catalog must be expanded to take into account the process of creation, modification and retirement of the services, which enters the arena of Service Portfolio Management. This expanded view of the management of the life cycle of the services will enable us to invest and plan better for freeing up new services, and it will become a key tool for planning and strategic alignment with the business’s needs.
- Do some users believe that the IT department is there to provide a solution for anything at all? That everything is included?
The Proactivanet Service Catalogue and Portfolio gives visibility to the IT services offered to the organization, enabling the user to record incidents and requests easily from standpoint of the service that is being used, so that the user understands clearly what is included in each service, but also what is not included.
- Are some users unable to assign the tickets that they report to the correct categories, thus prolonging the escalation and resolution process?
The integration of incident and request management with the service catalogue, all of which is accessible from the user portal would enable the end user to speak their language (the language of services) and to not have to worry about the internal classification required by the IT department. Connecting the ticket with the affected service will be much easier for the users.
- Does it seem that all incidents and requests are critical and must be resolved immediately?
Having a clear vision of the Service Catalogue offered to the organization, relating it with the business processes that it supports, and with a clear impact on the organization’s proper performance will be a key aspect for prioritizing tasks correctly, and for establishing service levels based on the business’s real needs, and not on mere wishes.
- Is it increasingly difficult for investments to be approved to improve the services being provided to the organization?
Being equipped with a comprehensive system that enables you to find out directly the volume of incidents, problems and changes that is related with each service, as well as the time periods of unavailability, impact...will make it possible to modify the way improvement projects are presented, since these will no longer be about IT infrastructure, but rather about services, which is what the business really looks for and what it is concerned about.
- A correct analysis and setting of priorities regarding which services are really relevant for the business will help to enable better scheduling of the investments, and in any case help to obtain a greater ROI from each one of these investments.
IMPROVEMENT IN PRODUCTIVITY OF SUPPORT TECHNICIANS
- By simplifying the process for recording incidents and requests in the end user portal, which streamlines the process of assigning tickets to the most adequate support groups (or even automates these processes).
IMPROVEMENT IN PRODUCTIVITY OF END USERS
- A correct initial classiﬁcation of the ticketsbased on a service catalogue comprehensible for the end user will reduce the times required for final resolution of incidents and requests.
GREATER VALUE CREATED FOR THE BUSINESS
- By prioritizing the changes and investments according to the real impact and the value created for the business.
- By planning solid strategic lines that serve to orient all IT activities toward the business’s real needs.
- By raising awareness of the critical nature of the services for the business,and also of the real importance of the infrastructure that supports each service.
- Comprehensive management of the service’s life cycle, from the initial stages of evaluation and analysis (Service Portfolio), until their production readiness (Service Catalogue) and their possible withdrawal.
- Control of the authorization processes for the changes in status of the services over the course of their life cycle.
- Documentation of all service in “business language,” which makes it possible to analyze the impact on the business, determine which business processes each service is supporting, distinguish between business services and technical services...
- Direct creation of incidents or requests or creation based on pre-configured templates using the information about the service posted on the user portal.
- Data mining adaptable to each organization’s specific needs thanks to advanced reports, completely customized lists, and dashboards for interactive graphic presentationof the information gathered.
- Native integration with Proactivanet Configuration Management (CMDB) and Proactivanet Discovery & Asset Management (optional modules) for setting up two-way relationships between services and the assets and/or configuration elements relevant for the provision of these services.
- Native integration with the rest of modules of Proactivanet Service Desk (optional modules), such as incidents, requests, problems, changes, service levels, continuity, capacity, availability,...