I’ve been trying to find the time to do an IT Service Catalog for about a month now. An IT Service Catalog is a definition of what your IT department does and how to engage them. There is a description of what you do, whom to contact when you need to escalate, and service level agreements for each specific service.So here’s the idea.
The idea is to create a self service intranet portal where people will check there first before they call IT for common questions. This would drive down costs within IT as well as improve customer satisfaction. New hires don’t know who to contact for things IT takes for granted. They are an easy source for questions to populate a FAQ site is new hires both inside and outside of IT that have started in the past month. Their frustration level is high because so much of what we do in IT is undocumented. People who just started want to become productive fast and provided FAQs on an intranet site can increase their productivity. These questions are the same frequently asked questions that every new, and some existing, employees have every day. What IT can do is categorize them by functional area in the IT Service Catalog and then have members of IT answer them online. Version two would be to use a wiki so everyone in the company had the ability to ask questions as well as contribute to the knowledge of information.
We plan to use Microsoft’s Sharepoint Services to post the content on our department’s portal. I’ll let you know how it goes in about thirty days.
