6.1. Introduction

Users rely on the Service Catalog to avail services from the IT department. Motadata provides an ITIL®-compliant service catalog solution that helps in streamlining service management and to increase opportunities for self-service.

6.1.1. What is an IT service catalog?

A Service Catalog is a pre-defined list of services items. The scope of each service item (on offer) is defined using a template. A customer interacts with a Service Item, created from a template, to avail services from the IT department. Users (with admin right) can define custom automation for each template.

A best-practice IT Service Catalog:

• Is ITIL-compliant

• Improves customer satisfaction

• Improves reputation of IT service department

• Provides efficient engagement channel for standard services with or without authorizations

• Showcases availability of services for business user consumption

• Improves IT opportunities for service automation resulting in higher service delivery performance

A Service Catalog focuses on what is currently available rather than be an archive for service items.

6.1.2. Use Case

In the subsequent sections, we are going to create a Service Item for employee on-board (in Marketing) which is going to be used by the HR department of Acme.Inc. In this hypothetical scenario, a person from the HR department will interact with a Service Item (created from a Template called On-Board) to create credentials for new joiners in the Marketing department.

• Learn about the process involved in creating a Service Item from scratch (Service Catalog Workflow).

• We are first going to create a Service Catalog Category called Human Resource (Create a Service Category).

• We then create a Template called On-Boarding in the above created Category (Creating a Service Catalog Template).

• Using the Template we create a Service Item (Creating a Service Item).

• A person from the HR dept creates a Request using the Service Item (create-a-request-from-service-item)