Service Catalogues

Re: Developing a Service Catalogue for Higher Education Information Technology Services by Andrew H. Lyons.

The most important step the team made in developing this system was involving the customers and end users in the devopment process. They involved users of varying technical experience, asking them what they liked and disliked about the old site. This was important because it was a "cumbersome" experience using the old site. They reviewed the types of services by the need category type, without using a long description in the title so it was easier for the user to skim through. They had make a compromise between over-simplified language . They wanted to avoid grouping services by technology, and instead focused on the type of searches a user would commonly use.

I believe they developed this in the correct way. A user who is fustrated by the service catalogue might tend to ignore it, and all the useful self-help service instruction it gives. They will then call the IT department to fix something they might have fixed themselves.