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Catalog Taxonomy for SNWR

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In this lesson, you will learn:

  • What a catalog taxonomy is
  • SNWR’s four categories
  • Rules for good category names
  • How to build them

🔁 Quick look back: Last time: Request Architecture: REQ, RITM and SCTASK. You learned how an order is split into a request, a requested item and a catalog task, and who works on each.

1 “Where do I find a monitor?”

The old intranet had 14 IT categories.

  • Monitors were under “Peripherals”.
  • Laptops were under “End-user computing”.
  • Sam searched both and gave up.

🎯 The problem: Too many categories, with IT words, hide what people need.

👉 The fix: use a few categories named the way employees talk.

2 SNWR’s taxonomy

Key term: Taxonomy

How items are grouped into categories, so people can find them.

Key term: Category

A folder in the catalog, like Hardware.

The SNWR IT catalog has four categories. Hardware: SNWR Request a monitor and SNWR New laptop. Software: SNWR Software request. Access: shared mailbox access and VPN access. Workplace: desk moves and meeting room kit.
Figure 1. Four categories, named the way employees talk.

3 Rules for categories

  • Use words employees use: “Hardware”, not “End-user computing”.
  • Keep it to one level where you can.
  • An item can sit in more than one category if people look in both places.
  • Every category needs at least a few items.

💡 Good to know: Need a refresher? See Fundamentals › Service Catalog › Catalogs & Categories.

4 Let’s try it: build the categories

  1. Open Service Catalog › Catalogs and create a catalog named SNWR IT. Make Lucas Ferreira its manager.
  2. Add four categories: Hardware, Software, Access and Workplace. Give each a short description and an icon.
  3. Open SNWR Request a monitor and add it to the SNWR IT catalog, category Hardware.
  4. Open Employee Center and check the four categories show.
  5. Find the monitor in two clicks. If it takes more, rethink the names.

5 Quick recap

  • A taxonomy groups items so people can find them
  • SNWR uses four: Hardware, Software, Access, Workplace
  • Use employees’ words, not IT words
  • Keep it to one level where you can
  • Test by finding an item in two clicks

6 Check yourself

Think of your answer first. Then tap to check.

1 Name SNWR’s four categories. Show answer

Hardware, Software, Access and Workplace.

2 “End-user computing” or “Hardware”? Show answer

Hardware. Use the words employees use.

3 Can one item sit in two categories? Show answer

Yes, if people look for it in both.

4 Where does SNWR Request a monitor sit? Show answer

SNWR IT catalog, Hardware category.

Nice work! SNWR’s catalog now has a clear shape. 🎉
Next up: Catalog Item Design Standards

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