IT Service Catalogue
As digital development advances progressively, currently many organizations are increasingly aware that IT is an essential factor to adapt to changing business paradigms and IT is demanded to be agile and adaptable to create value and service excellence. Based on this information technology advancement, most of the users at Bank Mandiri will depend on IT units for several IT services needed in daily operations, namely what we defined as service requests.
Therefore, the IT Team needs to present a system that provides related service, easy to access, and documented functions. This will help both users and IT about what services are offered, how the process is, and when the service is provided. The IT team has also benefited from an organized and consistent workflow.
What is a Service Catalogue?
ITIL defines a Service Catalogue as a centralized database of accurate information about current IT service offerings, and a subset of the IT service provider’s service portfolio. In simpler terms, it is the storefront from where end-users (internal or external) request services and products from the IT service desk based on the information provided in the Service Catalogue.
IT Service Catalogue have different views depending on who the audience is. The typical Service Catalogue is composed of two perspectives:
1. The Customer View
This is what and how the end-to-end view of service users in accessing the Service Catalog is presented through an IT Service Management Tools that have means of displaying information related to services, SLAs, and service specifications.
2. The Technical View
Technical services that provide technical information, systematic and practical workflows, such as approval workflows, technical manuals, and processes relevant to service providers as IT resources to deliver effective services.
Why We Need IT Service Catalogue?
With the Service Catalogue, IT performance in daily operations can become clearer, and users also get the main benefits offered by the Service Catalog. By using an integrated Service Catalogue, here are some of the benefits for Bank Mandiri:
1. Centralized Service Request Management
2. User-Friendly System
3. Resources Effectiveness
4. Increase Customer Satisfaction
5. Traceability
6. Ensures that a common understanding of IT Services and improved focus on customer outcome
How We Develop the IT Service Catalogue?
To ensure that the IT Service Catalog describes the needs of users at Bank Mandiri, need steps or processes taken to implement the IT Service Catalog. Although it sounds simple, this is important to do, including:
1. Identify user needs, because of the IT Service Catalog is a communication tool between users and service providers
2. Determine the SLA and workflow of each service
3. Configure consolidated IT Service Catalogues in Remedy across all IT groups, along with the online approval workflow
4. Develop user-friendly and standardized Service Catalogue groupings
5. Implement online approval for Service Request management
6. Develop dashboard in Remedy for Smart Reporting end to end Service Catalogue
Service Request
Service requests are part of the Service Catalog. Service request management provides a service portal that allows receiving and managing various service request users from internal IT or external IT. After the request is received, it will then be transferred based on the rules that have been set, and the IT team starts the service action.
The following are the IT Service Catalog at Bank Mandiri using BMC Remedy :
User Login to the web address https://mandiriservicedesk
The system will display the Service Request Management after the user has finished making a request, the system will automatically send a request to the related team to be followed up, and the user can see the ticket status in the “My Request” menu.
On the system, users can see service SLAs. The service provider will follow up with the service following the specified SLA. Then the user can monitor the service under the specified time.
Standardization is needed to improve services within the agreed service level. All services listed on the IT Service Catalog have their service level agreement (SLA) following service availability.
Service Catalogue Restructure
Repairs or updated regularly (once a year) related to Service Catalog information so that the level of efficiency of users in using the Service Catalog can be increased. Restructuring can also be a change in appearance based on user experience so that the Service Catalog system becomes a template-based Service Category
Next Plan: Automation process Service Catalogue with UiPath
Due to the increasing demand for IT services, services are needed that can be automated by applying smart technology, high mobility, and easy to use by users. One of the technologies that Bank Mandiri will use in automating business processes is using UiPath. By using UiPath technology, as soon as possible services where the process can be carried out with automation, such as report requests, product information, etc., will be developed using UiPath. To improve services such as The delivery process is faster and automatically and eliminating human errors.
For the next stories, we will share our journey of implementing the UiPath to automate the business process. There are some cases in internal IT processes that we still progress on implementation.
