The OTOBO service catalog is an organized, searchable, digital overview of all IT and departmental services. Through the service catalog, you provide employees and customers with productivity-enhancing services for their daily work around the clock, optimizing service delivery.
SERVICE CATALOG
SERVICE CATALOG
Offer employees and customers quick and easy access to the service catalog through the self-service portal, automating service delivery processes.
Through the unified, user-friendly self-service portal, you provide employees and customers with easy access to the service catalog. From IT services and customer support to employee onboarding and facility management, all enterprise services are clearly described, categorized, and searchable for selection.
The OTOBO service catalog is also available to employees and customers on mobile devices. They can create incident reports and service requests directly on their mobile devices or track the progress of previous requests. Responsible managers can also handle approval processes for employee service requests conveniently on the go.
Define events, schedules, external system triggers, conditions, and rules to automate workflows in the service portal. Order processes with multi-step approval stages, handling of goods procurement, and receipt verification are typical examples of automated processes which can be started from the OTOBO service catalog.
SERVICE CATALOG
Categorizing services
The OTOBO service catalog allows you to organize all IT and non-IT services into logical categories and subcategories to facilitate navigation and search.
Meaningful service descriptions
Each service is accompanied by a detailed description outlining its functions, features, availability, requirements, and possibly associated costs. Additionally, in the OTOBO service catalog, you can incorporate a meaningful image into the service description.
Defining access authorizations for services
Users can request services directly from the OTOBO service catalog, potentially selecting specific options or providing additional information. Access to services in the catalog is granularly controlled based on Access Control Lists (ACLs) and permissions, ensuring that complex service catalogs can be implemented in a multi-tenant environment without overwhelming users.
Keep track of your Service Level Agreements (SLA)
The OTOBO service catalog is integrated with Service Level Management. You can define Service Level Agreements (SLAs), including response and resolution times, as well as escalation thresholds. OTOBO monitors these and automatically notifies the service team upon reaching predefined thresholds, ensuring nothing gets overlooked in day-to-day operations. This relieves the service team, keeps employees and customers well-informed, and ensures satisfaction.
Setting up approval processes
For specific services, approval processes can be integrated to ensure that the request for the service is appropriately authorized before implementation. If the responsible manager of a user is already known in OTOBO via Active Directory, this information can be used to obtain approval directly within the process.
Search for and filter services
Users can search and filter the OTOBO Service Catalog based on defined criteria to quickly find the right services. Especially with extensive service catalogs, this saves employees and customers a lot of time and keeps them productive.
Keep users informed on service disruptions
Keep employees and customers informed about the limited availability of services to keep ticket volumes low. Through the self-service portal, critical outages can be communicated as news tickers or info tiles. Affected users are informed and kept updated on progress. Your service team is relieved.
SCALABLE PLATFORM
The integration of the service catalog with other ITSM disciplines enables seamless collaboration. Incident management tickets can be created as well as service requests, while change requests, configuration management, service level management, and the knowledge database are closely linked to enhance the efficiency and effectiveness of service delivery.
The integration of the service catalog ensures a seamless connection between your customer service and the offered services. Customers can access the service catalog via the service portal to request services. Workflow automation enhances the efficiency of service delivery, boosting customer satisfaction with quick and user-friendly access to the required services.
The integration of the service catalog enables efficient provisioning of all enterprise services – both IT-related and beyond. Through the OTOBO self-service portal, your employees, customers, and partners have access to the catalog to conveniently request services. Automated workflows optimize service delivery, while integration with other enterprise areas enhances collaboration and overall efficiency.
SERVICE EXCELLENCE