Definition of Service Catalog
A service catalog is employee portal, an organized, curated and centralized page where employees can access or request a wide range of services and resources offered by the organization. It serves as a one-stop shop for employees to find information, submit requests, and get support. It also may acts as a knowledge management tool, providing detailed information about each service, including its description, ownership, associated costs, and how to request it.
Examples of service catalog for employees
- IT service or support catalog
- HR services: Covers services such as onboarding, PTO requests, and benefits management.
- Facility services: Lists services related to property management, maintenance requests, and office supplies
Why Use a Service Catalog?
- Streamlined Service Management: Helps managers efficiently track and manage offered services.
- Clear Accountability: Defines who is responsible for each service.
- Improved User Experience: Makes it easy for employees and customers to find and request services
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.