Enhancing the Customer Experience with a Service Catalog
Lower costs can be achieved through reduced call volumes at the Service Desk. The single biggest advantage here is the adoption of an ITSM solution with a mature Service Catalog:
As a Service Request center - A Service Catalog reduces the volume of calls to the Service Desk by guiding customers to what they are looking for, then automating the completion of each service request.
Documenting services on order - A Service Catalog can reduce pressure on IT by providing customized views for various customers with all the information they need to make decisions about ordering services.
Drive service adoption and ROI – A Service Catalog helps communicate the value IT can deliver to the business, and drives adoption of IT services that aid business productivity. Economies of scale kick in and ROI goes up with more users utilizing the services IT offers. Consequently, as service utilization goes up, unit costs go down and IT is able to do more with less.
Fulfilment workflow automation - A Service Catalog can automate the workflow and alert exceptions that proactively manage the customer experience.
Service level performance - A Service Catalog should document terms of service levels and norms in a way that is consistent and informative in business language. A Service Catalog can help improve the customer experience by providing tips to the customer on how to contribute to stable services that deliver the intended value (such as not using unapproved devices or excessive storage).
Cost of service – Cost is a big influencer on customer behavior. Showing customers the fully burdened cost of services can help them make better choices based on business value to be gained, versus cost. Listing costs also raises awareness that everything they use IT for has an associated cost.
These are a few of the business-facing kinds of functionality that help manage costs and that the ITSM industry uses at its benchmark for evaluation ITSM tool capability.
FIND OUT MORE: Why you should care about the IT customer experience