• Inok Systems

5 Major tips in building a service Catalogue

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5 Major tips in building a service Catalog:

1. Good user interface
Having a well designed user interface will encourage the end-users to try out the portal and find their services there rather than picking up the phone. Footprints, Remedy, Remedyforce, TrackIT all made their self-service page simple to use and we never need to conduct any training for the end users.


2. Arrangement of the Service Catalog
Always put the most common requests on the top. Most of the time, a common service request in an organization takes up more than 50% of the SRs. Eg: Password reset

3. Keep the form simple
Reduce the number of fields that a user need to fill up, using the least essential info to fulfill a service. Eg: 1 field with the "userID" is sufficient. Other details such as department, location, manager fields should be auto populated from LDAP.

4. Customer's involvement in the Service Catalog
Hold monthly meetings with the customers to improve the service catalog. Hear from them what services are lacking, which form is obsolete or there are better way to do things. Customers should have a say in the portal since they are the ones using it!

5. Display full info of the services
Info such as approval workflow, cost involved, turn around time and the workflow behind the service should be clearly laid out. This will help set the customer expectations and reduce much followup phone calls.

Random Blogpost

In the previous article (Report Data Access based on User Profile in Smart Reporting (Part 1)), we are talking about how to create the source filter. In this article, we will talk about how to apply the source filter to field in the View and create report to use that source filter.

After creating the source filter, you can apply the source filter to specific field in the view. For example, if you want to restrict user to only be able to view list of Service Requests that are requested for their Department, you can do the following:

a.       For the Admin Console of the Smart Reporting, go to “View” section and select “Service Request Management View” and click “Edit”.

b.      Go to the second step from the top of the page.

c.       Select the field from the view that you want to map to the source filter (in this example, double click on “Customer Department”)

d.      Go the “Access” tab of the field option and select the “Department” in the “Access Filter” field and then click “Save”

 

e.       You can select the filter to apply as default. For example if you select “Department” as default, the report created against this view will always have the “Department” filter selected as default.

 

Create Report and Apply the Source Filter

After mapping the field to the source filter, you can start to create the report using the “Service Request Management” view updated above. The report result list will be displayed based on the user profile if the Source Filter is selected in the report.

 

You can apply other filter types as needed by updating the SQL Query and map to the corresponding objects. For example, you can add filter to display incident based on the support group that the user is belong to, you can filter service request based on the site of the user and so on.

 

Hope this article can be useful for you. Have a nice day! J