We had a great ask in the chat during our ITSM Customer Session at SolarWinds day, sparking the question: What are some learnings or best practices in terms of service catalog structure or knowledge base standardization that different teams have implemented in their own organizations?
Some thoughts from the session:
"There's a lot of times where we have people ignore the instructions on the page for a service catalog item and choose...whatever to request things. Part of me wants to just throw it back to "do it better please!" but another part always wants me to ask them why they ended up pointing this way instead. Did we make it too confusing? Was it not clear to someone who isn't trained already?"
"Our [service catalog] catchall is "other requests"
"this is where reporting on user behaviour within the tool is useful. What articles/catalogue items are used most often, which have no views, how is the Virtual agent being utilised - all aid optimising to meet the needs of the users. We build these functions out with best intentions, but the users determine how close we get to achieving"
"we have feedback on KB's so they can always be improved"
*~*my personal favorite tip*~*
"Trying to pull someone nontechnical (or at minimum from the team that is going to need the request) in to do a test drive of a lot of things for it. Engineer brain can def get in the way for "Well it makes sense to MEEEEEee"
