You’ve probably been in this situation: you need to contact customer service to report a problem. However, since you don’t have an IT service catalog, you don’t know where to start or what the process is like.
By having this communication channel, you can offer detailed information about your company’s services and how to request them. Thus, your users will be able to clarify their doubts and make their requirements quickly and easily.
If you are looking for new ways to improve customer service, or simply want to learn more about this powerful tool, then keep reading. In this article, we will discuss the importance of IT service catalogs and how you can use them to streamline your business productivity
Why do you need an IT service catalog in your company?
The main purpose of a catalog is to streamline the IT service request process. If end users don’t have access to the available services and their detailed information, it can be difficult for them to make their requests.
Let’s take a closer look at this concept. Imagine that a member of your team needs a new computer. Without a service catalog, this task would be a back-and-forth of emails, requests for clarification, and asset availability’s explanations. In other words, the lack of a service catalog would make the process messy, unclear, and create a bottleneck effect.
By implementing an IT service catalog, your team will be able to collaborate more seamlessly. Thus, they’ll have access to a simplified communication channel, and each process will be well defined. Likewise, with this tool, you can also balance performance standards with your company’s resource allocation.
What are the advantages of using an IT service catalog?
To better understand the function of a service catalog, we can compare it to a restaurant menu. Since in both cases customers get a general description, and use them to find a service quickly and efficiently.
To understand better this concept, let’s analyze the advantages offered by this tool:
Increases your team’s efficiency
When a company doesn’t have a service catalog, customers must search for the information they need or contact customer service to clarify their doubts. As a result, the service desk team will have an increase in the number of tickets.
By implementing a service catalog, information is much more accessible to users. Thus, they no longer have to open tickets to clarify their doubts. This, in turn, helps the IT team to increase their productivity and streamline their workflow.
Helps lower costs
With a service catalog, companies can offer all their products centrally and better understand users’ needs. In addition, by having access to this list, users can also save time managing their requests.
In this way, your team will be able to coordinate better their tasks and focus on addressing the most complex issues. All this can reduce the overall costs of the IT department operation.
Facilitates standardization of supply
An important benefit offered by service catalogs is the possibility of segmenting the products you offer to your customers. For example, you can hide an application from your catalog to limit user access.
This way, you will be able to offer personalized service and prevent your customers from making inappropriate requests.
Streamlines financial management
By centrally processing all requests through a service catalog, you can use its data to justify the costs of your department or business area. Likewise, this will help you understand better the real price of the services you offer to your customers. Thus, you will be able to build your budget more accurately.
Increases user satisfaction
If you offer your customers a list of all your services, it will be easier for them to discover your offers and send their requests. They will also be able to obtain all the additional data they need to use your services.
All these factors improve the customer experience, since it ensures that information is always available when the users need it.
How can you create an IT service catalog for your company?
Service desk software, in addition to managing user requests, also allows you to create and customize service catalogs. You can take advantage of this tool’s features to create a list of all the services you offer in your company.
If you want to implement this solution in your organization, we invite you to try Freshservice. With this system, you can easily manage user requests, and offer uninterrupted digital services to your employees and customers. All this from an intuitive and easy-to-use platform.
At GB Advisors, we help you integrate this and other technological solutions to automate your processes and increase the productivity of your team. We offer you personalized attention with the installation and configuration of any software.
You will also receive advice from our group of experts, who will guide you step by step so that these tools work correctly and help you achieve your goals.
Contact us today and receive a free consultation.