What are the benefits of a Unified Service Catalogue?

A service catalogue in the context of IT Service Management usually entails a list of products or services offered to customers, either internal or external for the business. Having a centralised location for these to be sourced and selected with predefined permissions is the Xanadu for some businesses.

Today, we are seeing more and more organisations looking to transform their Service Request Management processes and  implement a service catalogue as part of this transformation. Whether that is just for a department, for example IT, or for all departments, it means that there is one port of call for specified people within the organisation to access and get the required information they need. For example, an organisation has a new starter and they need all of the IT provided. They can access the IT service catalogue to request the equipment and applications appropriate for the new starters role, they can see the delivery timescale and see the associated price. However, problems can arise when different service catalogues within the organisation are set up in silos and cannot ‘talk’ to one another. So, what can organisations do?

A unified service catalogue combines all historic service catalogues together into a one-stop shop. It combines all the different departments needs of the services they offer into one unified platform. It is apparent that this is an aspiration for senior executives, wanting a single platform for their employees to access, as well as for external resources, such as their supplier chain.

The benefits to this means that you can create a good user experience for your staff and customers. They don’t have to access different systems to complete a task. All they need to do is access one place to get the job done. The fulfilment cycle is then executed in a consistent way across the delivery elements.

There are also cost benefits;

  1. Organisations will be able to map out each service and then plan on whether it’s more cost effective to outsource elements of the service, automate parts or all of the delivery, or combine elements of the delivery.
  2. Decipher demand patterns and analyse service delivery with a view to generating service efficiency and cost savings.
  3. Reducing calls received to single point of contact, for example the IT service desk, is another advantage. By integrating all service catalogues into one unified platform, users, whether they are within the organisation or a customer, will be able to be kept updated and can ‘log in’ themselves to check the status of their request, delivering a true, self-service platform.
  4. Organisations can drill down into each of their services, identify what the pinch points are of each and what needs to be done to ensure they work effectively together as one unified offering.

Having a detailed view of service delivery models can enable optimisation to ensure maximum efficiency.

Today, Fusion is helping organisations to become more service centric. What we are seeing is that their service catalogue is a hybrid of products and some services. However, with direction and support from Fusion we can help organisations become better equipped in their day-to-day tasks for the future.

Fusion have the expertise to help organisations reach their aspirations, whether they are looking at introducing a service catalogue into their business, or wanting a solution to integrate these to a unified one. We can help by advising what should be done to build an efficient, cost effective service offerings. We work with BMC Software to provide a fully integrated technical solution that can facilitate the flow of information among people, teams and departments, including their supply chain that can be joined seamlessly. We can start to look at an organisation’s entire service catalogue design, from the business services layer, through the technical services layer, making it visible, and can also advise on how best to optimise it.

Neil Peerman
Director of Worldwide Professional Services

Follow me on twitter @neil_peerman

By Daniel Swann