A service catalog is a central employee portal, an organized, curated, and centralized page where employees can browse or request a variety of services and resources provided by the company. It acts as a one-stop shop for employees to find information, submit requests, and get assistance. It can also serve as a knowledge management tool, offering detailed information about each service, including descriptions, ownership, costs, and how to request them.
Why Do Small and Medium Businesses Need a Service Catalog?
- Efficient Service Management: Helps managers easily track and organize available services.
- Clear Responsibility: Identifies who is in charge of each service.
- Better User Experience: Makes it simple for employees and customers to find and request services.
What an Employee Service Catalog Looks Like in a Small or Medium Business
Service Catalog Formats
- It can be a digital portal, intranet page, HR self-service app, or a simple shared document or spreadsheet.
- Larger companies often use Service Desk platforms (like ServiceNow, Freshservice, Zendesk) that include a service catalog.
- For small and medium-sized businesses, it’s usually part of the HR system, IT helpdesk, or just a straightforward overview on the intranet.
What It Typically Includes:
- Service description (what the service is)
- How to request it (request process)
- Who provides the service (contact person or department)
- Link to the request form or portal
- Optionally, SLA details (how quickly the service will be delivered)
What are typical Items in an Employee Service Catalog
- Password reset
- Request a new laptop
- Software installation
- Access to systems or applications
HR Services
- Proof of employment letter
- Time off request
- Training enrollment
- Employee benefits information and enrollment
Facility Services
- Meeting room reservations
- Report equipment issues
- Parking space requests
- Ordering office supplies
Finance Services
- Travel advance requests
- Expense reimbursements
How Employees Use an Employee Service Catalog?
- Browse the Portal: Employees can browse the portal to find the services they need.
- Submit Requests: Users can submit requests for services directly through the portal.
- Track Progress: The portal allows users to track the status of their requests and receive updates.
How Managers Use Service Catalog?
Managers use a service catalog in several ways to enhance service delivery and operational efficiency:
- Streamlining Service Requests: Managers can organize and categorize services, making it easier for employees to find and request the services they need.
- Improving Service Delivery: By clearly defining services, their descriptions, and the expected delivery times, managers can set clear expectations for both service providers and users.
- Tracking and Reporting: Managers can use the service catalog to track the status of service requests and generate reports on service performance.
- Continuous Improvements
- Risk Management: By documenting all services and their dependencies, managers can better understand potential risks and plan for contingencies. This proactive approach helps in minimizing disruptions and ensuring business continuity.
Components of an Employee Service Catalog Portal
Each service in the portal typically includes:
- Service Name: The name of the service.
- Description: A brief overview of what the service entails.
- Service Provider: The team or individual responsible for delivering the service.
- Service Level Agreement (SLA): Defines the expected performance and quality of the service.
- Supporting Services: Any additional services that support the main service.