IT Services Internal Communication

A 5 post series about the Service Catalog presented to you by Dana P. Miller, Service Catalog Process Owner

When we implemented TeamDynamix in the summer of 2014, we also launched a new service catalog for IT Services.  The Service Catalog defines the services we provide to support the Miami community.

One of the first measures of success for the Service Catalog is how well the defined services fit compared to our incident and service request tickets. By looking for gaps – tickets that cannot be matched with an identified service – we understand what services need to be defined and added to the catalog. Over the past two years we can see how well we have been doing at associating services to tickets:

By associating tickets with services we begin to understand how we provide value to our customers.

Before the Service Catalog was in place we developed solutions, answered questions, addressed complaints, and fixed broken things, but we could not quantify that work according to a defined service.  Using the Service Catalog along with the TeamDynamix ticketing tool we are now associating our request, ticket and project work with the services we provide. We can now use that information to identify services that should be improved, evaluated, fixed, and/or replaced.  While we have been doing the work all along this new source of data allows us to make decisions in a more deliberate way.   

We can see from the chart below that most of our incident and service request tickets are associated with the Email Overview service.

This series about the Service Catalog is designed to help you understand how your daily work contributes to the success of IT Services and Miami University.

If you have any questions or ideas for improving the Service Catalog contact me ([email protected]) or enter a Continual Improvement Committee for IT Services (CIRCUIT) suggestion.

Thanks.

Dana P. Miller-Service Catalog Process Owner