Service Catalog
Service Catalog: Standard Services, Smart Grouping, Fast Access.
Service Catalog by Cheetah Platform: Categorize your IT services and pin the most used modules to your dashboard for rapid access.
Service Catalog
Problem & Solution
CURRENT STATE
Users are unaware of available IT services and resort to emailing inquiries.
Simple requests, like password resets, trigger unnecessary tickets.
Service scope, SLA durations, and approval processes are not documented.
Requests from different departments drop into a single box, leading to misdirection.
Usage data, costs, and performance metrics for services remain unknown.
WITH CHEETAH
Service Catalog
All services are listed and organized into clear categories.
Simple requests are resolved through the portal without reaching IT.
Scope, SLA targets, and approval workflows are clearly defined for every service.
Requests are automatically directed to the correct team based on predefined rules.
Service-based usage, cost, and SLA performance reports are monitored instantly.
Module Features
Full Capabilities of the Service Catalog
Service Definition
A clear title, detailed description, scope, target audience, and support model are defined for every service. Users understand exactly what each service provides, enabling them to select the correct request type and accelerate their transactions.
- Transparent service delivery.
Service Grouping
Services are categorized into groups such as hardware, software, human resources, and infrastructure, allowing users to find the service they need quickly. This creates an intuitive and organized service catalog structure.
- ITIL-compliant structure.
SLA Definition
Response and resolution time targets are established for each service. Priority levels are standardized based on an impact and urgency matrix. In this ITIL 4-compliant framework, automatic escalations are triggered if SLA violations occur.
- ITIL 4 compliant.
Self-Service Portal
Users request services directly through the Self-Service Portal. Features like inventory control, a knowledge base, generative AI support, and the ability for users to initiate simple tasks significantly reduce the IT workload.
- Outcome: Reduced IT burden.
Cost & Reporting
The cost of each service is predefined. Detailed reports can be generated based on user, unit, category, and date. This allows managers to manage budgeting, resource planning, and chargeback processes with a data-driven approach.
- Outcome: Cost visibility.
Subscription Management
Services are assigned to users on a fixed-term or indefinite basis using a subscription model. Subscription processes are managed centrally, with automatic notifications sent for expiring subscriptions to simplify service distribution.
- Automated subscription management.
Module Benefits
The Impact of
Service Catalog on Operations
Fast Access
Frequently used services are pinned to the homepage and can be found in seconds using the search bar. Users reach the right service exactly when they need it—without waiting or asking IT. The service catalog sits at the heart of the user experience.
Self-Service Portal
Standardized Service Delivery
The scope, target audience, and support model for all services are managed centrally. A structured service delivery model is established in accordance with ITIL standards. Every request reaches the right team, in the right category, with the correct SLA.
ITIL-Compliant Service Management.
Transparency & Reporting
Service quality is measured through defined SLA targets for every service. Processes are monitored in real-time and analyzed with retrospective reports. Managers can see the tangible value IT produces through concrete data.
SLA Performance Tracking
Step by Step
How It Works?
Define Services
Add all IT services you offer to the Cheetah Platform’s service catalog. Define the scope, SLA targets, approval workflows, and target audience for each one.
Group & Pin
Organize services into clear categories. Pin frequently used services to the user homepage. Determine which services are self-service and which require formal approval.
Users Request
Users select the service they need via the Self-Service Portal and fill out the form. Simple requests are processed instantly, while those requiring approval follow the defined workflow.
Automated Routing
The system automatically routes requests to the relevant team based on predefined rules. The SLA timer starts, the user tracks the status in real-time, and managers monitor performance reports.
Use Cases
Who Uses the Service Catalog?
IT Manager
Service Standardization
Previously, every request came via email, and we couldn’t track who wanted what. With the service catalog, we defined all services, and each one is automatically routed to the right team. IT is no longer reactive; it works systematically.
Systematic Service Management
End User
Self-Service Request Management
I no longer call IT to reset my password. I handle it in seconds through the self-service portal. It’s the same for printer setup requests. Waiting time has been eliminated.
Zero Waiting Time
IT Department
Cost & Performance Tracking
Thanks to the cost definitions in the service catalog, we can report on IT usage by each department. During budget periods, we clearly see exactly how much each service costs.
Data-Driven Budgeting
SPIDYA
Cheetah Low - Code Features
Turn your processes into products and applications in no time with the features of the Cheetah Low-Code Development Platform!
F.A.Q
Frequently Asked Questions
Can we pin services to the homepage?
Yes. You can pin frequently used services to the user homepage via the service catalog. Most-requested services like password resets or VPN access become accessible with a single click. This both improves the user experience and shortens transaction times.
Can services be categorized?
Yes. You can group services in the service catalog under subject headings such as hardware, software, human resources, and infrastructure. Users reach the service they are looking for faster, and a structured service delivery is ensured by differentiating based on request type and category.
Can we define custom approval processes for service requests?
Yes. You can set different approval workflows for each service and create multi-level approval processes. This provides an auditable and flexible structure compliant with your organizational hierarchy and business rules.
Can subscriptions be managed within the service catalog?
Yes. Services can be assigned to users on a fixed-term or indefinite basis using a subscription model. Subscription processes are managed centrally, and automatic notifications are sent for subscriptions about to expire, simplifying service distribution.
Can every service be automatically routed to the relevant team?
Yes. When a record is created, the system automatically routes it to the relevant person or team according to predefined rules. A hardware request goes to the infrastructure team, while a software license request goes to IT procurement—independent routing rules can be defined for every service.
Can we generate reports regarding service performance and requests?
Yes. You can create comprehensive reports via the service catalog regarding performance metrics, transaction times, and SLA compliance rates for service requests. Detailed analysis can be performed with filtering based on user, unit, category, and date.
Is the service catalog compliant with ITIL standards?
Yes. Cheetah Platform’s service catalog module is structured in accordance with ITIL 4 standards. Service definitions, SLA management, approval workflows, and the self-service portal structure are fully compliant with ITIL 4 service catalog management practices.
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