2.1 Identify the Need for Technology Service

Basics​

Service needs vary and can include anything from routine maintenance, to Help Desk support for adopted products, training or professional learning, as well as procurement of new technology products or services. A list or description of the type of services your IT Department provides, and perhaps some they specifically do not, are usually listed in a service catalog.

You should know the following terms:

  • Customers
  • Service catalog

Service needs may be generated internally, such as when the CTO or IT Director needs technicians to install new equipment on a school campus, or perhaps they may be assigned to train staff on a new software application adopted by the district. Many service requests will also come from outside of the department from your “customers,” otherwise referred to as the teachers, administrators, staff, students, and sometimes families that your department serves. These requests might come through a website, email, phone calls, or walk-up visits from customers. Not all service requests enter into your Help Desk’s through your adopted ITSM (trouble-ticket) system. Your IT Department should track both internal and external service requests and the actions that are taken upon them. 

The service catalog is a database or structured document with information about all of the technology services your department offers or is in charge of. It can include both internally and externally-facing information that helps both staff and the customers you work with understand your services, usage guidelines, how to submit a service request, key contact information, and Service Level Agreements (SLA).

When a service request comes in, understanding the Service Catalog will let staff know who is the best person or team to complete the request. Your Service Catalog may identify the customers different IT staff are allowed to work with, such as teachers, administrators, other staff, and students with district-owned devices. Some districts may also support parents with questions about district devices and resources. Others may actually provide services to the general public for a fee. 

While called a “catalog,” actual service catalogs take many forms and occur at different levels of formality. In smaller IT Departments, it may just be a list of who is responsible for different technology resources and contact information. It could be a document or web page that students, staff, and others can refer to and determine if their request can be addressed and the best process for making that request. Since some resources require advanced skill or possibly certification, a service catalog can help move requests to the correct person or department to handle them.
Some service catalogs may identify services the department does not provide. However, you may want to track service requests that are not currently covered in your Service Catalog, because if there are enough repeated requests you may want to add them to your catalog. This is an aspect of the Service Improvement phase. 

Here are additional resources you may find useful:

Complete the following task or self-assessment:

  • What are the services your Help Desk supports and for which customers?
  • Which service requests are not supported?
  • Can you easily access your department’s Service Catalog? Is it clear and thorough?

All IT staff should know how to accurately respond to service requests, whether it is something in your Service Catalog or not. Staff should also know whether they should record unsupported service requests in your system or not.