Rethinking request catalogs for effective service delivery

Most service request catalogs are built with the right intentions: efficiency, clarity, and self-service.

But in reality? Many turn into cluttered lists that confuse users, frustrate IT, and slow everything down.

Instead of being a gateway to value, the catalog becomes a dumping ground for outdated forms, poorly written descriptions, and overwhelming dropdowns.

It doesn’t have to be that way.

Why most service request catalogs fail

It usually starts with the best of intentions. A team builds a catalog, adds every service they can think of, and tries to make it all available from day one.

But the end result?

• It’s built for IT, not for the user
• Requests are buried in technical jargon‍
• It’s rarely updated, so broken entries pile up
• It’s too complex to navigate
• And too disconnected to automate
  

Every unclear request leads to delays, escalations, and rework. That’s wasted time for both the end user and IT.

The purpose we forgot

A service request catalog isn't just a formality.

Done right, it becomes a strategic enabler.

• It speeds up approvals
• It routes requests to the right teams - at the first attempt
• It standardizes service delivery
• And it becomes a foundation for automation
  

In short, it saves time and effort for both end users and IT teams.

What a modern, user-centric catalog looks like

Forget building the perfect catalog. IT teams need to focus on building a useful one.

Here’s what actually works:

1. Clarity: Use Plain language, no internal acronyms

2. Relevance: Only include what users truly request

3. Ownership: Each request type should have someone accountable‍

4. Automation-ready: Use structured inputs, not open text

5. Feedback loops: Review and update catalogs regularly

Don’t over-engineer it upfront.

Build and improve it as you go.

The goal isn’t perfection; it’s progress that actually helps people.

The real ROI of a service catalog isn’t in how many services it lists; it’s in how much time and effort it saves per request.

Start small. Scale smart.

It’s better to have 10 clear, high-value request types that work seamlessly
than 100 half-broken ones no one understands.

You don’t need a “big bang” rollout.
You need a catalog that people trust—and come back to.

Here are a few things you can avoid while building out your catalogs:

• Huge rollouts without user testing
• Dropdown-heavy forms with 20+ fields
• Requests that are hard to route or fulfill
• Creating it to “check the ITIL box,” instead of solving real problems
  

Final thoughts

The service request catalog is often the first interaction employees have with IT.
And first impressions matter.

A good catalog doesn’t just make IT look organized; it saves time and effort on both sides.
For end users, it’s clarity and speed.
For IT, it’s fewer mistakes, better routing, and less manual work.

It’s a quiet powerhouse hiding in plain sight.

What are your tips to maintain a robust service catalog? I’d love to know. Drop me your thoughts via a DM on LinkedIn. :)