Enhanced IT service catalogue
..delivers improved usability and functionality
About the Client
The Department of Home Affairs coordinates strategy and policy leadership in cyber security, immigration, border security, counterterrorism, citizenship, and social cohesion.
Home Affairs manages migration, humanitarian, and refugee programs as well as settlement and citizenship services.
BRIEF
The Department of Home Affairs wanted to improve the functionality and usability of its ITSM Service Catalogue.
A recent migration to ServiceNow had not delivered the anticipated benefits and a review and remediation was required.
CHALLENGE
End users expressed significant dissatisfaction with the ITSM catalogue including inability to find the ‘right’ catalogue item, outdated information, and poor user experience.
This resulted in low uptake of the tool, increased phone calls to the service desk, and long wait times. ITSM staff were also frustrated by managing over 1000 individual catalogue items. Duplicated items, limited automations and workflows, and high call volumes made their work challenging.
SOLUTION
Stakeholder interviews to understand user and employee experience and pain points
Extensive analysis of the catalogue items to understand usage and identify opportunities for improvement
Re-write of all catalogue items in natural language with additional metadata to aid search
Produce uplift roadmap and supporting work packages
OUTCOME
Consolidated and updated catalogue with hundreds of duplicate or outdated catalogue items removed
Improved usability, searchability, accessibility, notifications, and ticket tracking processes
Revised governance framework, policies and SOPs delivered enhanced governance and continuous improvement practices
Uplift roadmap to guide future enhancement work