-
Research
and Publications
Current Issue
March/April 2013
EDUCAUSE ReviewPublications
-
Conferences
and Events
Annual Conference
October 15–18, 2013
Save the date!Events for all Levels and Interests
Whether you're looking for a conference to attend face-to-face to connect with peers, or for an online event for team professional development, see what's upcoming.
-
Career
Development
EDUCAUSE Institute
Leadership/Management Programs
Explore MoreCareer Center
Leadership and Management Programs
EDUCAUSE Institute
Advanced Programs
Project Management
Jump Start Your Career Growth
Explore EDUCAUSE professional development opportunities that match your career aspirations and desired level of time investment through our interactive online guide.
-
Focus Areas
and InitiativesLatest Topics
EDUCAUSE organizes its efforts around three IT Focus Areas
Join These Programs If Your Focus Is
-
Connect
and ContributeFind Others
Get on the Higher Ed IT Map
Employees of EDUCAUSE member institutions and organizations are invited to create individual profiles.
-
About
EDUCAUSE
Service Catalog
We are wrapping up a project to review IT services at Purdue and as a part of that develop a service catalog strategy that accommodates central IT as well as distributed IT. We have our strategy document ready for review by our senior leadership, but are curious as to how those of you with both central and distributed IT as well as an all encompassing service catalog has delivered such a model. Please share anything that you have in place today. Below are some of the items of interest:
· Service catalog
o Purchased product or home grown
o If purchased, product name
o Does it integrate with:
§ Incident
§ Change
§ Knowledge
§ Service Request
· Is the service catalog actionable – for example can a user click on a “button” to request an Exchange quota increase.
· If actionable, can the requests be routed to the appropriate central or distributed area automatically?
· How is the catalog designed from a user perspective/how is the layout designed to represent central services and distributed presented?
o Does the system recognize them by role or some other identifier and present them with the services available to them?
o Do they self select what services they want?
o How do you address nuances like a common service like email/Exchange, but different ways of requesting that service in the distributed areas? For example, department X has the user contact them and they direct them to the Business Office who makes the request (submits a form today) vs department Y that has a Tech Coordinator request the increase on the users behalf. The service of Exchange is common with consistent service information and prices, but the differences are in how the distributed areas process requests before they get to central IT.
· Anything else you can share would be great.
Dwight Snethen
Director, Customer Service, IT Service Management and Quality Assurance
ITaP Customer Relations
Purdue University
Stewart Center: Room B14E
765-496-1035
Self Help Knowledgebase: http://www.purdue.edu/goldanswers
Assisted Technical Support: 765-494-4000
Recommend
Comments
Hi Dwight,
I’m not sure if you are trying to compare tools or look at best practices, so I am going to provide a little of both.
1. If you want to review what others are doing as far as building their service catalog, HDI has some strong resources: www.ThinkHDI.com. Simply search for “service catalog” and you will get nice results for articles, courses, etc.
2. If you are trying to compare tools, here is a site that can help you filter vendors, http://www.capterra.com/itil-software . I checked, and unfortunately they do not list service catalog as a selectable features – but they do have service management would should help.
3. There are a number of great software vendors that do provide completely integrated service catalogs. In addition, the best solutions should allow you to build your catalog and then customize what services are available to whom so the John Doe – a faculty chair – will view an entirely different menu of services compared to Jane Doe – an electrician working within facilities management.
Allison Wroe
Cherwell Software
We’re just now in the process of putting one together (as evidenced by the word ‘test’ in the URL).
Don’t know if this is of any use to you, but you’re welcome to have a look.
http://test.it.ufl.edu/services/
It’s purely home-grown, and doesn’t integrate with *anything* yet.
As a separate project, we’re implementing BMC/Remedy ITSM, and I could forsee some of the Service Catalog entries linking to the Remedy ‘Service Request’ module. But that’s just a pipe-dream of mine right now.
Regards,
-dpb-
David Burdette; Assistant Director, Computing Infrastructure Services
University of Florida; Computing and Networking Services
www.cns.ufl.edu : Voice 352.273-1309 : Fax 352.392-1440
From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of Snethen, Dwight D
Sent: Wednesday, January 11, 2012 3:48 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: [USERSERV] Service Catalog
We are pleased with our current provider. Our challenges are more around best practices and how to apply those in a distributed model.
Thank you.
Dwight Snethen
Director, Customer Service, IT Service Management and Quality Assurance
ITaP Customer Relations
Purdue University
Stewart Center: Room B14E
765-496-1035
Self Help Knowledgebase: http://www.purdue.edu/goldanswers
Assisted Technical Support: 765-494-4000
The IT Communications (ITCOMM) Constituency Group had a presentation/discussion on this topic in Dec. You can access the notes and resources here - http://www.educause.edu/wiki/December+2011.
We’re working on a prototype IT Service Directory this semester, based on two semesters of graduate student team research and analysis done for us. The prototype will be an engine/tool for the collection and curation of the information with workflow around it. Then we’ll tackle the presentation of it, once we have good sustainable data. We’ve got some pretty interesting ideas, and would be interested in talking with others and sharing ideas and experiences.
Thanks,
Chuck
Chuck Aikman
Manager, Knowledge Management
Indiana University
University Information Technology Services
From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of David Burdette
Sent: Wednesday, January 11, 2012 4:13 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: [USERSERV] Service Catalog
We’re just now in the process of putting one together (as evidenced by the word ‘test’ in the URL).
Don’t know if this is of any use to you, but you’re welcome to have a look.
http://test.it.ufl.edu/services/
It’s purely home-grown, and doesn’t integrate with *anything* yet.
As a separate project, we’re implementing BMC/Remedy ITSM, and I could forsee some of the Service Catalog entries linking to the Remedy ‘Service Request’ module. But that’s just a pipe-dream of mine right now.
Regards,
-dpb-
David Burdette; Assistant Director, Computing Infrastructure Services
University of Florida; Computing and Networking Services
www.cns.ufl.edu : Voice 352.273-1309 : Fax 352.392-1440
From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of Snethen, Dwight D
Sent: Wednesday, January 11, 2012 3:48 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: [USERSERV] Service Catalog
We are pleased with our current provider. Our challenges are more around best practices and how to apply those in a distributed model.
Thank you.
Dwight Snethen
Director, Customer Service, IT Service Management and Quality Assurance
ITaP Customer Relations
Purdue University
Stewart Center: Room B14E
765-496-1035
Self Help Knowledgebase: http://www.purdue.edu/goldanswers
Assisted Technical Support: 765-494-4000
I should clarify – by “we”, I mean Indiana University, not the ITCOMM constituency group. J
…note to self: review before pressing send
Cheers,
Chuck
From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of Aikman, Chuck
Sent: Friday, January 13, 2012 1:55 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: [USERSERV] Service Catalog
The IT Communications (ITCOMM) Constituency Group had a presentation/discussion on this topic in Dec. You can access the notes and resources here - http://www.educause.edu/wiki/December+2011.
We’re working on a prototype IT Service Directory this semester, based on two semesters of graduate student team research and analysis done for us. The prototype will be an engine/tool for the collection and curation of the information with workflow around it. Then we’ll tackle the presentation of it, once we have good sustainable data. We’ve got some pretty interesting ideas, and would be interested in talking with others and sharing ideas and experiences.
Thanks,
Chuck
Chuck Aikman
Manager, Knowledge Management
Indiana University
University Information Technology Services
From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of David Burdette
Sent: Wednesday, January 11, 2012 4:13 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: [USERSERV] Service Catalog
We’re just now in the process of putting one together (as evidenced by the word ‘test’ in the URL).
Don’t know if this is of any use to you, but you’re welcome to have a look.
http://test.it.ufl.edu/services/
It’s purely home-grown, and doesn’t integrate with *anything* yet.
As a separate project, we’re implementing BMC/Remedy ITSM, and I could forsee some of the Service Catalog entries linking to the Remedy ‘Service Request’ module. But that’s just a pipe-dream of mine right now.
Regards,
-dpb-
David Burdette; Assistant Director, Computing Infrastructure Services
University of Florida; Computing and Networking Services
www.cns.ufl.edu : Voice 352.273-1309 : Fax 352.392-1440
From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of Snethen, Dwight D
Sent: Wednesday, January 11, 2012 3:48 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: [USERSERV] Service Catalog
We are pleased with our current provider. Our challenges are more around best practices and how to apply those in a distributed model.
Thank you.
Dwight Snethen
Director, Customer Service, IT Service Management and Quality Assurance
ITaP Customer Relations
Purdue University
Stewart Center: Room B14E
765-496-1035
Self Help Knowledgebase: http://www.purdue.edu/goldanswers
Assisted Technical Support: 765-494-4000