IT Connect
Your connection to information technology at the UW

Service Catalog Restructure Updates

UW Information Technology Customer Service and Support proposes a complete overhaul of the published UW-IT Service Catalog. The current Catalog content is poorly organized, making it difficult for customers to easily access information about and begin using our Services.

Objectives include:

  • Reorganize Service Catalog content in a logical way that is easy for our customers to use.
  • Increase customer efficiency in using the Service Catalog by providing direct access to request forms, knowledge articles and self-service suggestions.
  • Standardize and simplify the process for acquiring services
  • Add new fields for HIPAA aligned, FERPA compliant, Geographic redundancy, and Security/risk. We will also explore other fields as potential additions including self-service and knowledge base articles.
  • Move the Service Catalog to the ServiceNow portal in UW Connect
  • Restructure the Service Catalog to give audience and authentication based views of the services that are available to them. (Students, Faculty, Staff or departmental)
  • Build a template and best-practice guide for services in the Service Catalog

Project Manager: Neil Mann
Core Team Members: Felicia Watson, Matt Cruz, Leetza Pegg, Nick Rohde, William Stirling, & Jacob Morris

Current Status: (as of 9/3/2019)

On August 27, 2019, the new Service Catalog went live. Redirects are setup from the old service catalog and it is unreachable from external views.

Any questions or comments for the new Service Catalog should be directed to with ‘Service Catalog’ in the subject line.

Status: (as of 6/12/2019)

Development of the new catalog is largely complete, and was released to content providers (i.e., UW-IT service teams) on June 7..  Content providers will input their entries during the month of June, which will be reviewed by the service catalog process team to ensure the content is in line with the catalog standards, helping ensure a consistent experience for our customer community.  We are on target for go-live on 7/31/19.

The progress made to date reflects active participation from our customer community, and from UW-IT service teams, all of whom have provided input into the system design.  This has included obtaining customer input on service categories, giving orientation sessions to service teams, presentations at communities of practice, and content provider user acceptance testing.

Status: (as of 2/27/19)

During January and February, the project team gathered user feedback through card sort exercises focused on grouping and categorizing UW-IT services. The goal of this round of customer feedback is to learn more about how customers organize and label information. This feedback aids in updating navigational schemas to make finding services more relevant to the user’s immediate needs.

Work continues on developing the tool, planning additional customer feedback sessions, working with content providers to align with the new catalog requirements, and preparing for TechConnect in March.

Status: (as of 11/8/18)

The project officially began in March of 2018 after approval from UW-IT’s Project Review Board.  The project team help Proof of Concept meetings for UW-IT Service Owner and Service Manager input in the spring of 2018 and received constructive feedback. Members of the campus community participated in Voice of the Customer sessions held during the summer. Feedback collected provided both verification the project was on the right track as well as additional ideas and customer needs for consideration. Work on user experience development began with help from UW-IT’s UX Design team. Tool design and development sprints began in October 2018.

Status: (as of 3/14/2018)

The team is working through a “proof of concept” and will begin working with a small group of service owners/managers on their service and how it could potentially work within a new Service Catalog. Working with these service owners we will determine and work through ideas and suggestions on how it will work for them while at the same time looking at how it will be seen by the campus customers.  This process is slated to begin at the end of the month of March.

Presentation Materials

Presentation given to Service Owner/Service Manager Community of Practice

Last reviewed September 3, 2019