Are you using Freshservice to manage your Service Portfolio, if so...how?

Hi Zach.

Yes and No, hehehe.

We are currently redesigning our FreshService Service Catalog in order to match our Service Portfolio.

Currently, we have only one item allowed, but studying the impact in planning allowing several in a single request.

We are thinking to broaden the items in the Service Catalog to include bundles.

We have also updated our Engineers areas of expertise and created several groups.

We will update then our current workflow to match this Service offerings with the corresponding groups, and provide the necessary Item Status update.

There main key here, I guess, at least for us, is differentiating big deliveries, which are in turn recorded as Projects.

All planning, stages and stuff are updated at project level and updates to the Project member (internals as well as externals as in customers and other vendors) are sent via the original SR.

Not sure if this may be what you are expecting to get as a response, but sharing anyways in order to, hopefully, receive feedback as well.

P.S.: The Yes part is because we currently have several Service Items in our Service Catalog, and we currently work mostly like I’ve just described but with an initial setup mostly targeted to simple SR’s, and we manually create Projects if needed and we currently are not updating Items status. But we are certainly not using it for Products; just Services.

Regards,

Thank you @eeha0120 for sharing! Its always great to hear how others are leveraging the freshservice product for their specific use cases. We have been using bundles from day one. It actually is the reason we chose freshservice over other ITSM tools. The service catalog allowed us to design a shopping cart experience for our users.

But, my question was more geared at a way to manage information about a Service that our organization provides. A simple list in excel with details around the service (Service name, Description, Service Owner, Status) would suffice but other ITSM tools have built functionality that allows you to take that list of services and associate Incidents, Problems, Changes, etc, to properly assess Service offerings across their lifecycle. I was curious if anyone has been using Freshservice to do something similar.

However, I like what you have planned for utilizing projects. I can see some usefulness there around continuous improvement.

Again, thank you for your response!

Got it Zach.

Thank you very much for sharing your expectations.

That sounds like a good option for a future improvement for us as well. Didn’t have it in my mind until now, so, thanks for bringing it up.

Let’s wait for others to share, hopefully, and let’s go for it!

Best,

Great ideas! I’ve also seen many customers utilize bundles with their onboarding kits! A great way to bundle services when you’re onboarding someone from a particular department, title, or location without having to reinvent the wheel every time.