Online Service Catalogue Project
Summary
Computing and Communications Services is developing an online Service Catalogue which will organize services into a user-friendly menu, grouping services by category. The catalogue will be ‘actionable’ and integrate service requests with the standard CCS process for fulfilling the request.
Each service within the catalogue will be presented in a consistent and standard way and will include:
- A description of the service
- Estimated timeframes for fulfilling the service
- Who is entitled to request the service
- Costs (if any)
- How to request the service
The IT Service Catalogue will be developed in combination with a redesign of the CCS website. This large project is scheduled for completion in 2012.
The service catalogue will be developed with our customers’ interests in mind. We will be soliciting customer input on the development of our service listings and throughout the catalogue development process. We want to be sure that our services are described in terms that are intuitive to our end users.
Service Catalogue Project Phases
The creation of the catalogue will be conducted through three distinct Phases:
Phase 1- Creation of a Service Catalogue Framework which will help to standardize the information, its management and delivery through the catalogue. This framework will include a Service Offering template that will be completed by those within CCS who are responsible for the services.
Phase 2- Ensure services are defined from an end-user perspective and grouped into appropriate categories. Develop content for services using the Service Catalogue Framework from Phase 1. In Phase 2 we will also develop functional requirements for the Service Catalogue tool that will deliver and support the management of the catalogue.
Phase 3- Design, Develop and Implement the Service Catalogue online.
Project Progress and Updates:
Phase 1
March 2011- Phase 1, completed- February 2011
Phase 2
March 4, 2011- Phase 2 project team created.
March 24, 2011- Project Kick-off meeting.
April 14, 2011- Project presented at ITSIG (Information Technology Special Interest Group) meeting.
April 15, 2011- Service List development ongoing.
April 27, 2011- Project presented at Departmental Administrator meeting.
June 13, 2011- Service List Developed and Refined.
June 13, 2011- Content Development of Services ongoing.
July 15, 2011- RFPQ (Request for Pre-Qualification) being developed to help with fit/gap analysis of requirements. It will be sent to service catalogue vendor options.
August 18, 2011- RFPQ being sent to vendors.
August 18, 2011- Communications group developing sorting exercise/survey to gather feedback on current service groupings and services.
September 1, 2011- Technical Writer being hired to assist with content development.
September 15, 2011- RFPQ responses being reviewed and assessed.
October, 2011- Tool selection team presenting catalogue development recommendation to CCS Management team.
November 2011- All deliverables completed for Phase 2.
Phase 3- Final Phase- estimated completion June 2012
February 2012- Phase 3 project approved. Tool development will be planned using Drupal. Content development continues with the Technical Writer.