IT Service Catalog Software Store – An Example of Balanced Service Design (Part 3 of 5)

Thought Leadership for
IT Service Management Professionals

IT Service Catalog Software Store – An Example of Balanced Service Design (Part 3 of 5)

Posted by Don Casson

Thu, Apr 07, 2016

This is part 3 in a series of 5 posts. Click here to read part 1. To access part 2, click here.

Creating effective IT Services always involves three constituencies  - the customer, the provider and the manager.

Most organizations are interested in building a beautiful, self-service software store as part of their IT Service Catalogs.  It is also a great example of balanced design – giving the customers what they want to get what we need. 

Let’s look at the step “Buy.”



On checking out, the customer can enter their purchase order number or charge code information and get automated approval right away if the purchase is a pre-approved software item (which many under a certain $ amount are or should be).  If approvals are needed, the customer can clearly see what process will be followed.

Unless there is an issue, again IT has no involvement

  Want to learn more? Download the slides and webinar recording
"Service Catalog Balanced Design"
It covers this topic in greater depth.

For pre-approved software the workflow handles it automatically.  For software requiring approvals the workflow routes the request automatically.  Once approved, the financial system is updated, charging the correct cost code.  Inventory is checked, additional licenses are ordered if necessary and software asset management is also automatically updated. 

For many organizations, this eliminates weeks of delay and manual interaction handling an unnecessarily onerous approval and financial allocation process.  

Join me next week for a look at the step "Install.” 

About the Author

Don Casson is CEO and co-founder of Evergreen Systems, an IT consulting firm leading 
Fortune 500 companies to dramatically transform their IT operations. Feel free to contact Don at


Topics: Service Catalog, ITIL, ServiceNow, Service Request Catalog, IT Consulting, IT Service Catalog, ITSM, IT, Request Portal, ITSM Strategy, Service Operation Processes, Service Catalog Webinar, Service Strategy Processes, Service Design Processes


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