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Service Catalogue Workshop

Petra Overweel

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Today’s Programme

· Introduction to the Service Catalogue

· Workshop – 30 minutes

· Tips & Conclusion

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What is a Service Catalogue?

· Collection of services

· Display window

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What is in it for...

...the customer· Services overview

· Terms & Conditions

· Track & Trace

· FAQs

...the service organisation· Provides clarity

· Manages expectations

· Market your services

· Justifies existence

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Online Store

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Why an online Service Catalogue?

· Request straight away

· Clear Terms & Conditions

· Track & Trace

· FAQs

· 24/7 self service

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Online Store Content

· Description

· Terms & Conditions

· Order procedure

· Delivery terms

· Availability Service Desk

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Online Store Content

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Workshop

· Form a group

· Create a service catalogue

· Present the results

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How did it go?

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Shared Service Management (SSM)

HRM

FM IT

SSM

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1. Services & Forms

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1. Services & Forms

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1. Services & Forms

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2. FAQ

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2. FAQ

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3. Content per Service3. Content per Service

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3. Content per Service3. Content per Service

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3. Content per Service3. Content per Service

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4. Service Catalogue

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Tip 1: Put the customer first

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Tip 2: Think big, start small

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Tip 3: Add FAQ’s

?? ?

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Tip 4: Promote your service catalogue

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You can find this presentation at:www.slideshare.net/TOPdesk

Petra Overweel

p.overweel@topdesk.com