Design a service catalogue taxonomy organised around requester needs rather than internal team structures.
Information & Communications Technology
IT Service Catalogue Design and Request Fulfilment Automation
Design an IT service catalogue that customers can actually navigate, then automate request fulfilment workflows so common requests are approved and delivered without manual queueing.
🗓️Duration5 training days
📚Content4 modules · 8 sessions
🎓On completionAccredited attendance certificate
About the programme
Course Overview
Many service catalogues fail before a single request is automated because nobody can find the right item, descriptions read like internal jargon, and every request routes to a queue regardless of how simple it is. This course teaches you to design a catalogue structured around what requesters actually need, not around internal team boundaries, and then to automate fulfilment so routine requests resolve themselves. You will build a taxonomy that groups offerings intuitively, write descriptions and forms that capture exactly the information fulfilment teams need on the first submission, and design approval chains that route automatically based on cost, risk or role rather than a single overloaded approver. Sessions cover configuring workflow automation for common scenarios such as access provisioning, software installation and hardware requests, plus governance routines that retire stale catalogue items before they confuse users. You leave able to cut manual handling time while improving requester satisfaction.
Expected Learning Outcomes
Write catalogue item descriptions and intake forms that capture complete information on first submission.
Configure automated approval routing based on cost, risk and requester role rather than a single bottleneck approver.
Automate fulfilment workflows for common requests such as access provisioning, software and hardware issuance.
Measure request cycle time and identify which catalogue items still require manual handling and why.
Establish governance routines that retire or update stale catalogue items on a regular review cycle.
Present service catalogue performance and automation coverage metrics to IT service management leadership.
Who Should Attend
IT service management professionals designing or maintaining a service catalogue
Service desk leads seeking to automate high-volume routine requests
ITSM platform administrators configuring workflow and approval automation
Business relationship managers translating business needs into catalogue offerings
IT operations managers accountable for request fulfilment performance
Digital workplace teams building self-service portals for employees
Course Modules
Select any module to see its sessions and points.
01Designing a Usable Service Catalogue
2 sessions · 8 points
Session 1Structuring the Catalogue Taxonomy
- Group catalogue offerings by requester intent, such as getting access or fixing a problem, rather than internal team lines.
- Limit catalogue depth so requesters reach the item they need within a small number of navigation steps.
- Distinguish standard requests suitable for full automation from complex requests that still require assessment.
- Validate the proposed taxonomy with real requesters before publishing it across the organisation.
Session 2Writing Effective Catalogue Items
- Write item titles and descriptions in requester language, avoiding internal team or system jargon.
- Design intake forms that capture every field the fulfilment team needs without overwhelming the requester.
- Use conditional form logic so requesters only see fields relevant to their specific selection.
- Set realistic delivery time expectations on each catalogue item based on historical fulfilment data.
02Designing Approval and Routing Workflows
2 sessions · 8 points
Session 1Building Risk-Based Approval Chains
- Route low-risk, low-cost requests for automatic approval without human intervention.
- Configure multi-step approval chains for requests that involve cost thresholds or elevated access.
- Assign backup approvers so a single unavailable manager does not stall the entire fulfilment pipeline.
- Design escalation rules that reassign a stalled approval after a defined waiting period.
Session 2Integrating Requests with Fulfilment Systems
- Connect catalogue requests to identity systems so access grants trigger automatically once approved.
- Integrate hardware and software requests with procurement or asset management systems to close the loop.
- Route exceptions that automation cannot handle to the correct fulfilment team without manual re-entry.
- Confirm fulfilment completion automatically and notify the requester without manual follow-up.
03Automating Common Request Scenarios
2 sessions · 8 points
Session 1Access and Account Provisioning
- Automate standard access provisioning requests tied to a defined role or job function.
- Build automated de-provisioning workflows triggered by role change or departure events.
- Design periodic access review workflows that confirm standing access remains justified.
- Handle exceptions where a requester needs access outside their standard role profile.
Session 2Software, Hardware and Facilities Requests
- Automate software installation requests for pre-approved applications through a self-service catalogue.
- Configure hardware request workflows that check inventory availability before triggering procurement.
- Design bundled request items that combine several related steps, such as new starter setup, into one submission.
- Track fulfilment service levels separately for automated and manually handled request types.
04Governing and Improving the Catalogue
2 sessions · 8 points
Session 1Measuring Catalogue Performance
- Track request volume, cycle time and automation coverage per catalogue item on a recurring basis.
- Identify catalogue items with high manual handling despite apparent automation eligibility.
- Survey requester satisfaction to catch usability problems that request-time metrics alone would miss.
- Compare fulfilment performance before and after automation to quantify the programme's return.
Session 2Maintaining Catalogue Quality Over Time
- Review catalogue items on a fixed schedule to retire offerings that are no longer requested or supported.
- Update forms and workflows when underlying fulfilment systems or processes change.
- Assign catalogue item ownership so accountability for accuracy does not default to the service desk alone.
- Pilot new catalogue items with a limited audience before full organisational rollout.
What the participant receives
4 course modules
A structured syllabus
8 training sessions
across 5 days
32 detailed points
Applied, detailed content
Accredited attendance certificate
On completing the programme
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