Build your service request catalogue.

How to build your service request catalogue

1. 1

   Describe the job

   Give each internal service a clear request path, owner and expected response.

2. 2

   Review the first version

   Choose how the business-unit requester records the service and how the shared-service reviewer reviews the next step.

3. 3

   Refine the views

   Ask First to adjust the fields and views for the people who will use the app.

4. 4

   Test before sharing

   Walk through the process with a sample record and check who owns the next action.

What to include in your service request catalogue

• Keep the service in context

  Keep service, request fields, eligible requester, owner, response target and exception together so the next person can understand the request or record.

• When the next step needs a decision

  A business unit asks for a new reporting service that is not in the catalogue. Route the exception for scoping rather than forcing it into an unrelated standard request.

• Keep exception visible

  Route an uncatalogued request for scoping rather than fitting it to the wrong service.

• Choose what each person needs

  Give the business-unit requester a working view and the shared-service reviewer a review view. Keep service and request fields attached to the decision as the work moves between them.