This case study gives a great incite to how a service catalogue
can be implemented for a business catering for a large amount of people. It is
almost like a system by step guide.
I found it interesting where it is discussed around making the
content searchable. As my work places
service catalogue typeish website suffers from one the issues they out line. It categorises services
by showing questions a customer might ask, which is very frustrating because
you can never find the question you want to ask. The questions are also to long
and difficult to skim though the text just becomes too much. It is really cleaver how they avoided this in
the article by refining the categories to board basic request EG Do something?
Need Something? Fix a problem? Get information? Buy Something? Etc…..
It would be nice to implement something along these lines and
see the improvements or changes in the dynamics of how service requests and incidents
come through to a service desk.
The article outline nicely how the implementation of a
service catalogue can change the service provided to a business and the way it
can add value to both the customer\user and service provider.
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