IT Service Catalog Software Store – An Example of Balanced Service Design (Part 2 of 5)

Thought Leadership for
IT Service Management Professionals

IT Service Catalog Software Store – An Example of Balanced Service Design (Part 2 of 5)

Posted by Don Casson

Tue, Apr 05, 2016

This is part 2 in a series of 5. Click here to read part 1.

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 “Shop.”



We begin where the customer enters the software store. It is a beautiful, simple environment where they are able to easily search for software they might need, read descriptions, other’s reviews and cost data to help them choose what is best for them. Once decided they can place it in their shopping cart.

IT has no interaction unless there is an issue or the customer needs something not found here. Compare this to today – where for most there is time spent explaining what is available, helping the customer understand what is best for them, then manually filling out and placing the order. 

It is designed to provide the customer everything they need to make a self-service decision. 

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

Join me later this week for my next post where I look at the second step -  “Buy.” 

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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