Service Catalog Case Study: Fife Council's Journey To Customer Service Excellence

Fife Council is a unitary authority with an IT department responsible for providing services and support to both its business and the community of Fife, Scotland, totaling over 385,000 people. This report summarizes how Fife Council used a service catalog to overcome a challenging situation for far too many businesses: a siloed environment with no visibility into IT and no definition of services or service-level agreements (SLAs), all relying on inaccurate data quality and an overburdened help desk. No matter what kind of organization you are, this simply will not do if infrastructure and operations (I&O) professionals want to be successful in today's age of soaring customer and community demand and dependency on IT. Use this report as an inspirational guide to becoming transparent and service-centric with the help of a service catalog.