Service Catalogs

Description

Equiviq service catalogs organize the services people can request and connect those requests to the departments and teams responsible for delivering them. A catalog item gives users a clear starting point while providing the context needed to route and prioritize the resulting work.

Equiviq supports two catalog scopes: Global (Shared) and Organizational. Together, they allow multiple organizations to use common services while maintaining their own organization-specific offerings.

Global (Shared) Service Catalog

The Global Service Catalog contains services shared across participating internal organizations within an Equiviq tenant. “Global” refers to availability across those organizations - it does not mean publicly available or shared with other Equiviq tenants.

This catalog is appropriate when a service is managed centrally and offered to multiple organizations. Examples include:

• IT support provided by a central technology department.
• Payroll assistance delivered by a shared payroll team.
• Human resources services available across multiple companies.
• Requests for access to commonly used business applications.

Maintaining these services in one catalog reduces duplicate administration and helps keep service descriptions and request processes consistent. A centrally managed service should not require ten separately maintained entries simply because ten companies use it.

Organizational Service Catalog

The Organizational Service Catalog contains services specific to an individual organization. These offerings sit alongside shared services while remaining available within the relevant organization’s scope.

This catalog is appropriate when a service supports a particular company, its operations, or its dedicated resources. Examples include:

• Support for an application used by one company.
• Requests for equipment at an organization’s facilities.
• Services delivered by a company-specific department.
• Operational requests unique to that organization’s business.

An organizational catalog allows each company to address its own needs without adding irrelevant choices to everyone else’s service selection.

Key Differences

How the Catalogs Work Together

Users have access to the shared services available to their organization and the services specific to that organization.

For example, an Equiviq tenant may support ten companies through a central HR and IT operation. Each company uses the Global Service Catalog for common requests, while maintaining an Organizational Service Catalog for its own services.

A user requesting services for Company 5 can access:

• Shared services available to Company 5.
• Services specific to Company 5.

Services belonging exclusively to the other companies are outside Company 5’s organizational catalog scope.

This gives people a relevant selection of services without requiring them to understand how the supporting departments are structured.

How Service Catalogs Connect Work, Knowledge, and Departmental Priorities

A service catalog is more than a menu of request types. In Equiviq, it connects what someone needs, who is responsible for delivering it, the knowledge that supports it, and how the receiving department prioritizes the work.

When a service is selected, it provides context for routing the request to the appropriate department and team. Users do not need to know the company’s internal reporting structure to ask for help, and agents spend less time interpreting requests or passing them between departments.

Service catalogs also connect requests to relevant policies, processes and procedures, and guides and resources. These relationships help people find answers before submitting a request and give service teams the guidance needed to complete the work consistently. The service, its supporting knowledge, and the resulting work remain connected instead of being maintained as separate pieces of information.

The selected service also supports departmental prioritization of issues. Different departments have different responsibilities, and the impact of a request depends on the service involved. An issue affecting payroll processing may require a different priority from a routine payroll information request. Service configuration provides context for applying the receiving department’s priority rules, helping teams organize work according to operational importance.

Catalog scope and service ownership serve different purposes. The catalog determines which organizations can access a service; the service configuration determines how related work is routed, supported, and prioritized. An organization-specific service may still be delivered by a central team, with the relevant knowledge and departmental handling rules connected to that service.