Scoping the SNWR Service Catalog
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In this lesson, you will learn:
- Why a big catalog at go-live is a mistake
- How to list what people ask for
- How to sort requests into items, articles and producers
- What SNWR builds first
🔁 Quick look back: Last time: Modern Change: DevOps Change Velocity. You learned how DevOps Change Velocity creates and approves changes automatically from a build pipeline.
1 “Let’s put everything in the catalog”
Lucas, the catalog manager, looks at last year’s IT mailbox.
- He finds 40 different kinds of requests.
- Some come in once a year.
- Some are really questions, like “How do I set up my printer?”
👉 The fix: list every request, count how often it comes in, and build only what’s worth it.
2 The request inventory
Key term: Request inventory
A list of everything people ask IT for, with how often they ask.
Key term: Catalog item
A form in the catalog that people use to order something, like a monitor.
Lucas sorts each kind of request into one of four boxes.
3 How to decide
| Question | If yes |
|---|---|
| Is it a question, not an order? | Write a knowledge article |
| Is it reporting something broken? | Use a record producer that creates an incident |
| Is it asked for every week? | Build a catalog item now |
| Is it rare? | Leave it for later |
💡 Good to know: Start small. A catalog of 12 good items beats 40 half-built ones. Lucas can add more after go-live.
⭐ Remember: Build the items people ask for most. Answer questions with knowledge.
4 Quick recap
- List every request, with how often it comes in
- Questions become knowledge articles
- Broken things become a record producer that makes an incident
- Common orders become catalog items
- SNWR goes live with 12 items
5 Check yourself
Think of your answer first. Then tap to check.
1 “How do I set up my printer?” Catalog item or article? Show answer
A knowledge article. It’s a question, not an order.
2 Why not build all 40 at go-live? Show answer
It takes too long, and many would rarely be used.
3 What happens to rare requests at SNWR? Show answer
They use a general request form for now.
4 How many items does SNWR build for go-live? Show answer
12.
Nice work! You know what goes in SNWR’s first catalog. 🎉
Next up: Request Architecture: REQ, RITM and SCTASK
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