People struggle to find what they need
Services and requests can be difficult to navigate, understand or access, driving users back to email, phone and the Service Desk.
Catalogue Clarity™
Get a clearer picture of how well your Service Catalogue, Request Management and self-service capability is really working.
A service catalogue can look complete on the surface while complexity, poor structure and inconsistent fulfilment sit underneath. Catalogue Clarity looks through the entire capability to identify what's working, what's getting in the way and where improvement will create the greatest value.
How it works
- 1Experience
- 2Catalogue
- 3Fulfilment
- 4Improve
01 - What this helps with
When self-service exists - but isn't delivering the experience or efficiency you expected.
The catalogue has become complex
Years of additions and changes have created duplication, inconsistency or a catalogue that's increasingly difficult to manage.
Too much effort sits behind the request
The front-end experience may look simple, but fulfilment can still rely on manual handling, unnecessary approvals, hand-offs and inefficient workflows.
02 - How it works
A structured assessment that looks beyond the portal to understand the capability behind it.
- STEP 01
Experience
We look at how people find, understand and request the services they need.
- STEP 02
Catalogue
We assess how services and request offerings are structured, organised, governed and maintained.
- STEP 03
Fulfilment
We look behind the request to understand workflows, approvals, hand-offs, ownership and opportunities to simplify delivery.
- STEP 04
Improve
We bring the findings together to identify the priority opportunities for improving experience, efficiency and catalogue capability.
03 - What you walk away with
A clear view of what's working, what's getting in the way and where to focus.
- A Catalogue Clarity assessmentAn independent view of your current Service Catalogue, Request Management and self-service capability.
- Visibility beyond the front endGreater understanding of the processes, workflows, ownership and governance supporting the user experience.
- Prioritised improvement opportunitiesClear recommendations covering the areas where simplification, standardisation or optimisation can create the greatest value.
- A practical pathway forwardGuidance on how to strengthen the capability using your existing environment wherever practical, rather than assuming technology replacement is the answer.
04 - Who this is right for
Catalogue Clarity is designed for organisations that have invested in self-service but know there is more value to unlock.
Service Delivery & IT Operations Leaders
who want to improve the effectiveness and efficiency of Request Management and self-service.
Service Catalogue & Platform Owners
who are responsible for an established catalogue that has become difficult to manage, navigate or optimise.
Organisations refreshing or modernising self-service
where the catalogue and underlying capability need to be understood before making further platform or experience changes.
Sound familiar?
Catalogue Clarity™ answers this challenge.
05 - Common questions
Common questions.
Anything else? Find a time and we’ll talk through the specifics of your environment.
No. The portal is only part of the picture. Catalogue Clarity looks at the capability behind the experience, including catalogue structure, Request Management, fulfilment, governance and the supporting platform.
Ready to move
Let's look beyond the portal.
If your catalogue and self-service capability exists but isn't making Service Delivery as simple, efficient or intuitive as it should be, Catalogue Clarity can help you understand what's really getting in the way.
Other ways SMS can help