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We are undertaking a project to move from a ‘service listing’ to a robust service catalogue.

My questions for the group are as follows;

 

i)                    Do you have a service catalogue in place

ii)                   If so, can you send me the link so I can browse

iii)                 What tool are you using

iv)                 How long did the process take?

v)                  How many staff were involved?

vi)                 How many have both the business service catalogue (services delivered to the customer) as well as the technical service catalogue (details the relationships to the supporting services/components and configuration items necessary to support the provision of the service)

vii)               Finally, are audiovisual services part of your catalogue or do they belong to a separate unit at your institution?

 

Thanks so much for your help on this one!

 

Gabrielle Bartsch

Assistant Director

Client Relationship Management, IST

S206 Med Services Bldg/123 Fletcher Argue

(204)789-3438

Gabrielle.Bartsch@umanitoba.ca

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Comments

Hi there Gabrielle

We just recently launched an IT Service Catalog - you can view it here:
http://it.adelphi.edu/service-catalog/

We built it in-house to work on our WordPress-based web content management system, using a similar tagging/categorizing and dynamic listing model to one we've been using for several years to manage news and events content for the University. We're still adding features and content so its in no way "complete", but the feedback we've gotten so far has been pretty positive.

I would say it took about 6 staff members to complete the project, including programmers, designers, and content developers (with some additional support from student workers and part timers here and there) and it took us around 6-8 months to complete. We probably could have cut both in half if any of us had been able to work on it exclusively, but we were fitting it in between other projects.

Our goal is to include any and all services that have a technology component, regardless of which area of the University actually manages/provides a service - for example, we include information about online registration for courses, even though that service is provided by the University Registrar - but we make sure to provide easy links out to the service provider when necessary. So to address your question about audiovisual services, we provide some services of the type but not all, but we'd still likely list them all within our catalog and then direct users out to the area that DOES provide the support.

Would be happy to answer any other questions you might have!
-Erica


We too recently launched a service catalog…at least the first part of our service catalog. It is posted at: http://tech.msu.edu/service-catalog/

 

We use Cascade content management system by Hannon Hill. We plan to add maintenance windows, service level agreements, and other details for each of the services next. Collecting and writing the content took the most amount of time. We had 2 FTEs work on it for 6 months.

 

While the technology website, tech.msu.edu, includes information about technology and applications provided by anyone across the university, the service catalog only lists those services provided by our IT Services (central IT) division.

 

Attached is a copy of the internal communications we sent to our service owners just before we rolled the catalog out to help ensure the content was correct. It includes spreadsheets and documents we used as tools to capture the information over the course of the 6 months.

 

Katherine Ball, Assistant Director

IT Services Office of the CIO

Michigan State University

450 Auditorium Road, Room 408
East Lansing MI 48824
(517) 353-3295

itservices.msu.edu

 

 

 

From: The EDUCAUSE IT Communications Constituent Group Listserv [mailto:ITCOMM@LISTSERV.EDUCAUSE.EDU] On Behalf Of Erica Klein
Sent: Tuesday, February 18, 2014 12:35 PM
To: ITCOMM@LISTSERV.EDUCAUSE.EDU
Subject: Re: [ITCOMM] IT Service Catalogue Query

 

Hi there Gabrielle

We just recently launched an IT Service Catalog - you can view it here:
http://it.adelphi.edu/service-catalog/

We built it in-house to work on our WordPress-based web content management system, using a similar tagging/categorizing and dynamic listing model to one we've been using for several years to manage news and events content for the University. We're still adding features and content so its in no way "complete", but the feedback we've gotten so far has been pretty positive.

I would say it took about 6 staff members to complete the project, including programmers, designers, and content developers (with some additional support from student workers and part timers here and there) and it took us around 6-8 months to complete. We probably could have cut both in half if any of us had been able to work on it exclusively, but we were fitting it in between other projects.

Our goal is to include any and all services that have a technology component, regardless of which area of the University actually manages/provides a service - for example, we include information about online registration for courses, even though that service is provided by the University Registrar - but we make sure to provide easy links out to the service provider when necessary. So to address your question about audiovisual services, we provide some services of the type but not all, but we'd still likely list them all within our catalog and then direct users out to the area that DOES provide the support.

Would be happy to answer any other questions you might have!

-Erica

 

NYU's public Service Catalog is available here: https://nyu.service-now.com/servicelink/catalog_browse.do. It was built using the ServiceNow platform, which recently became NYU's primary support ticketing system. As various departments (IT and others) onboard into using ServiceNow (branded ServiceLink at NYU) to provide client support, their services are added to the catalog, which integrates with request forms. The site is still in beta, and undergoing continual development and expansion.

We had previously published a Perl-based Service Catalog relating specifically to IT services, so some of the requisite information for the new catalog already existed. That said, I'd estimate that the process of identifying/confirming services, collecting the needed details, and gaining approval for the initial launch took at least six months, with many dozens of staff involved. We are not yet leveraging ServiceNow's CMDB for the technical service catalog, but I've heard there may be plans to do so in the future. Audiovisual services are provided by both IT and non-IT units here at NYU.

Hope this helps!
-Kate




  1. We are working on our 4th revision of our Service Catalog – all done using our regular web content management system, DotNetNuke. 
  2. http://Servicescatalog.utep.edu (services with an "s" )
  3. DotNetNuke web content tool (not specialized for service catalogs) 
  4. The creation took about six months, and the 1st revision took about that long. Once we completely cut over to the new format, this tim we are just revising the home pages (main page, sub-categories, A-Z list) and will just change the service pages as we go along, doing the most hit first (using Google Analytics).  Since the services are living things their individual pages can change at anytime (usually when the CEO or Directors decide to promote something).
  5. How many:  Here's the fun part – all of the managers helped with the first try (4 plus staff they gathered info from).  The 2nd time we hired a contract person and just fed her any changes we needed.  Third time I did it myself and after a year of trying to do it all by myself and still do my regular duties, I only had about 25% done. We stopped that version and decided to make the front end more helpful and to concentrate on the highest hit pages.  I am still doing it alone, but I gather updates from the service owners (other technology staff).
  6. Business vs. technical – We have one catalog only, all oriented for the users.  I put extra info for the techies, but they have to log in to see it, or we put it in our ServiceDesk software Resolutions DB.
  7. A/V – Our services catalog covers all technology services under our VP (CEO) which is almost everything.  So, I do the pages for everyone with their input.

One thing that helps a lot is that I send "completed" pages to our Technology liaisons (each college and VP grow has one). They review the content and the links, then send me notes.  Actually they often send me notes when they find needed updates on any page.


Melanie T. Thomas   
Manager, Marketing & Communications
Technology Support
Information Resources & Planning
The University of Texas at El Paso
Office: 915-747-6825



From: Gabrielle Bartsch <Gabrielle.Bartsch@UMANITOBA.CA>
Reply-To: IT Comm Listserv <ITCOMM@LISTSERV.EDUCAUSE.EDU>
Date: Tuesday, February 18, 2014 10:14 AM
To: IT Comm Listserv <ITCOMM@LISTSERV.EDUCAUSE.EDU>
Subject: [ITCOMM] IT Service Catalogue Query

We are undertaking a project to move from a ‘service listing’ to a robust service catalogue.

My questions for the group are as follows;

 

i)                    Do you have a service catalogue in place

ii)                   If so, can you send me the link so I can browse

iii)                 What tool are you using

iv)                 How long did the process take?

v)                  How many staff were involved?

vi)                 How many have both the business service catalogue (services delivered to the customer) as well as the technical service catalogue (details the relationships to the supporting services/components and configuration items necessary to support the provision of the service)

vii)               Finally, are audiovisual services part of your catalogue or do they belong to a separate unit at your institution?

 

Thanks so much for your help on this one!

 

Gabrielle Bartsch

Assistant Director

Client Relationship Management, IST

S206 Med Services Bldg/123 Fletcher Argue

(204)789-3438

Gabrielle.Bartsch@umanitoba.ca

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

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