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Coming Enhancements will Make Service Catalog Easier to Use

Published October 27, 2014

Two important updates about upcoming changes to the service catalog.

Service Catalog Changes in Response to Customer Feedback!

ITSM Service Catalog, with the expanded IS self-service options it provides, is currently deployed in Northwest Region Providence ministries. The Service Catalog enabled standardization of IS service delivery.  Since deploying we have analyzed the effectiveness and gathered customer feedback.  The next phase is to improve the tools and processes to better meet customer needs. Creating noticeable improvements is our number one priority for the ITSM program. We have developed a customer relationship program to better understand customer needs in order to provide more effective solutions.

On November 7, the next update to Service Catalog will be deployed as part of the response to customer feedback. The update will include a new approval process, navigation and language changes.

  • Approval Process Improvements
    • Approve or reject directly from email
    • Simple approval screen with single-click approve or reject
    • Streamlined and reduced emails generated for a specific customer
  • Other Improvements
    • Changed wording in all screens and emails to be less technical
    • Simplified Survey Questions
    • Adjustment to session time out duration
    • On access requests, submitter identifies who the request is for on first entry page and will not have to re-enter the data in the final submission
  • Training and Support:
    • Training and quick guides are being revised to align with the new functionality.
    • Support team are preparing knowledge base articles to support the changing functions

We remain committed to using your feedback to improve the service. Please submit feedback and ideas about improving Service Catalog using the Service Catalog ITSM enhancement request.

IT Service Management Customer Relationship Program

We have listened to our customers and recognize the need to improve the Service Catalog tools and processes. Creating noticeable improvements is our number one priority for Service Catalog. We have created a customer relationship program to better understand caregiver needs in order to provide more effective solutions.

Highlights of customer relationship program:

  • There are five customer feedback forums represented by caregivers and fulfillment team customers.
    • Customer Experience
    • Service Catalog
    • Incident, Problem, Knowledge
    • Asset Management
    • Configuration Management Database, Change Management
  • Regular updates on Service Catalog improvements; the changes being deployed and the plans for future.

On November 7, 2014 Service Catalog version 2.7 will be deployed as part of this effort. The changes include a new approval process, navigation and language changes.

Highlights of the Service Catalog 2.7 Improvements:

  • Approval Process
    • Approve or reject directly from email
    • Simple approval screen with single-click approve or reject
    • Streamlined and reduced emails generated for a specific customer
  • Navigation
    • Adjustment to session time out duration
    • On all access requests, the submitter will identify who the request is for on first entry page and not have to re-enter the data in the cart submission
  • Language
    • Changed wording in all screens and emails to be less technical
    • Simplified Survey Questions
  • Training and Support:
    • The Service Catalog training and quick guides are being revised to align with the new functionality.
    • The Service Desk and ITSM support team are preparing knowledge base articles to support the new and changing functions in Service Catalog.

Please submit feedback and ideas about improving Service Catalog using the Service Catalog ITSM enhancement request.

Thank you!

Stevi Morton Chief IS Customer Service and Relationship Management;

IT Service Management Program Executive Sponsor