笔记系列扁平化——建立面向用户的服务流程（2021年-2022年最新）.pptxVIP

Design & Build a User-Facing Service Catalog Create a made-to-order menu of IT services for your users to easily understand what IT offers. Many organizations offer IT services in a very ad hoc fashion: There is no formal structure to IT service delivery. There is little understanding/acceptance of available IT services. This leads to the following issues, which further exacerbate the problem: There are gaps in services. Confusion from customers as to what is available to them in terms of services. Misalignment with service management goals & objectives. IT is not clear on what services they provide. There are pains for both IT and the user, as the lack of understanding of services and how they are accessed and delivered causes a mis-alignment and friction between IT and the business. Only include information that is relevant to the user!A service catalog is a failure if a user looks at it and sees information that doesn’t apply to them or that they do not understand. At a restaurant, a patron does not need to see the ingredients list, cooking instructions, and presentation guidelines on the menu. They simply need to know what their meal will be. It is the same with IT services. Picture yourself going to a restaurant. You are seated at a table and the waiter informs you there will not be a menu… “Can I have chicken?” you ask. “We don’t have chicken,” responds the waiter, with no alternate suggestions. How are you meant to know what to order? You might as well have cooked at home. That’s what the business feels like when not provided with a service catalog. There is only one service catalog! Don’t be mistaken – there are not two separate catalogs for IT and the user, they are merely two sides of the same coin. The user will only see the one side that is relevant to them, as the IT side will muddy the waters of their understanding and the catalog will fail in its mission to convey value to IT’s customers. Don’t bite off more than you can chew! Info-Tech’s Service