Service Catalog Examples

Note: It’s a good practice to categorize your service items if your ITSM tool permits.

HR Services

• New Employee On-boarding: This is a common service item on internal portals because Employee onboarding is a recurring task that involves multiple departments. A usual workflow for this service item would look like: HR makes an onboard request from the catalog à Request ticket is created and auto-assigned to a technician à Automatic tasks are created related to the on-boarding HR (Requester) get an email when the technician closes the ticket.

• Change of Title: Most companies maintain an HRMS to maintain their employee information, so whenever someone gets promoted or moves horizontally it has to be updated into the system; for this, a service item can be created in the service catalog. A plausible workflow would look something like this: HR initiates a change in title request ticket is created and assigned an approval is created and sent to the manager once approved, automatic tasks are created for HR personals to update the database once updated, the ticket is closed.

• Salary Adjustment: During an appraisal cycle such requests are common. In creating such a service item would require the involvement of multiple departments. The workflow would look something like this: HR creates a request service a ticket is created and assigned automatically task is created and people from finance and hr departments are looped in once all the updates are done, the ticket is closed.

• Employee Exit Process: Just like onboarding, the exit process is also recurring and has a similar workflow, involving multiple departments.

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IT Asset Management Related Services

• New Hardware/Software Request: It makes sense to have a service item for new hardware/software requirements since in most tools the ticketing module is integrated with asset management. This makes creating workflows a lot easier. A usual workflow for such a service request (for hardware) would look something like: A user creates a request ticket is created and assigned technician creates a purchase order PO is approved and the vendor is selected Item is ordered and becomes in-stock item is assigned from the CMDB ticket is closed.

• Access Request: An organization uses a gamut of software to run its day to day operations. For example, Jira is a project management software for developers and not all employees need access to it. A service item for access-request will ensure people can access applications they require. The workflow would look something like this: A user makes an access request a ticket is created and assigned the assigned technicians creates an approval and sends to the manager on approval, the technician gives access right.

• Mobile Phone Request: This kind of request is similar to new hardware requests and has a similar workflow.

Non-IT Services

• Request for New furniture: Furniture is an essential part of the office infrastructure. Request for new furniture is common in organizations that are rapidly growing in size. Workflow for this is pretty straight forward and would look something like:
  User makes a request à a ticket is created and assigned to facilities department à approval is created for the reporting manager and facility manager à on approval, a task for new furniture allotment is created on completion, the ticket is closed.

• Request for New ID Card: Losing of the ID card is common. To make sure employees can initiate a reissue request as fast as possible, companies can add an item in their service catalog.
  The workflow for such a request will span across multiple departments and would look something like:
  User makes a request a ticket is created and assigned an approval is created and sent to the manager on approval, tasks are created for IT and facility departments on successful printing and issue, the ticket is closed.

• Request for Travel Tickets: In an organization, people often use the helpdesk to book travel tickets for their business trips. To prevent this, there can be a travel request item in the catalog. The workflow would look something like:
  User makes a travel requested ticket is created and assigned to an admin personally an approval is created and sent to the manager on approval, tickets are booked request ticket is closed.