IT Connect
Information technology tools and resources 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 way that is logical and pleasing to our customer.
  • Increase customer efficiency in using the Service Catalog with direct access to request forms, knowledge base articles and self-service suggestions.
  • Standardize and reduce variations in 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.(student, faculty/staff or UW-IT)
  • Build a template and best-practice guide for future services that are added to the Service Catalog

Project Manger: Neil Mann
Core Team Members: Felicia Watson, Matt Cruz, Leetza Pegg, Nick Rohde, William Stirling

Presentation given to Service Owner/Service Manager Community of Practice

Current status: (as of 3/14/2017)

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.