It is the catalog. If you don’t have one, create one.

What is the ultimate goal for both McDonald and your IT department? The answer is perhaps deliver of goods (McDonald), and delivery of services (IT) and customer satisfaction. In case of IT, the customers are business users.

A lack of visibility of what IT does has been a pain in most organisation and nothing can be much simpler but to start with a service catalog.

A catalog is a simple definition in service terms. It consists of service name that business understands.

Infrastructure Availability = calculate the number of maintenance hours you need per year, and using this link – calculate your availability commitment

Service Availability – Depending upon your office hours, define your support layers. For critical business such as banks, the definitions are banking hours, non banking hours, and Crisis hours.

Application provisioning, desktop provisioning, user activation are just some of the simple names that IT delivers. For each such service define its availability/SLA target, available hours (for help desk), response time and resolution time in case of an incident, along with a name of person to contact in case of a specific service issue.

By setting this in place and having an agreement with business users, it is the perfect beginning of a bond between customer (IT users) and service provider, in this case IT.

Business need not know the intricacies involved, not is it interested.

If you are a CIO create two service catalogs – one for business and one for your own technology teams.

So if you have an application development team, database team, networking team or even a security team, demand service catalog from each of them on the same terms as business demands it  from you.

Once should be able to see a clear cut alignment with business catalog and the internal catalog. You cannot have a business SLA of 99.9% and an internal team reporting anything less than that value, there will be a clear cut mismatch.

How to create this document?

Two steps:

Step 1: Call for a meeting with all teams in a brain storming session and seek all the numbers. Put this in a dashboard and ask every technical team.

Step 2: Present the document to business for their approval. Let them ask for more.

Your steps can be in any order, but what will come out is a document that will be a benchmark for service quality.

So next time you seek a customer satisfaction survey (CSAT), you can also see which service has more satisfaction level than others.

This process will ensure that you are not far behind McDonald in guaranteeing customer satisfaction.

Hope this helped!

Author : Probal C