Recruiter's Glossary

Examples: Problem Management • FCR (First Call Resolution) • CES (Customer Effort Score)

Service Catalog

Term from Customer Service industry explained for recruiters

A Service Catalog is a list or directory that shows all the services a company offers to its customers or employees. Think of it like a menu at a restaurant - it clearly displays what's available, how to request it, and what to expect. In customer service roles, people work with Service Catalogs to help customers understand what services are available, process requests, and track service delivery. It's commonly used in IT help desks, facilities management, and customer support departments to organize and streamline service requests.

Examples in Resumes

Managed and updated Service Catalog containing 200+ customer support offerings

Redesigned company's Service Catalogue to improve customer request process

Created and maintained department Service Catalogs resulting in 30% faster response times

Typical job title: "Service Catalog Managers"

Also try searching for:

Service Catalog Administrator Service Portfolio Manager Customer Service Manager Service Delivery Coordinator Service Desk Manager Service Management Specialist

Where to Find Service Catalog Managers

Professional Networks

Job Boards

Example Interview Questions

Senior Level Questions

Q: How would you implement a new service catalog from scratch in an organization?

Expected Answer: Should discuss steps like service assessment, stakeholder meetings, designing the catalog structure, getting department input, training staff, and having a rollout plan with clear communication.

Q: How do you measure the effectiveness of a service catalog?

Expected Answer: Should mention tracking metrics like customer satisfaction, request completion times, number of service requests, reduction in support calls, and gathering user feedback.

Mid Level Questions

Q: How do you handle service catalog updates and changes?

Expected Answer: Should explain process of reviewing services regularly, getting feedback from users and service providers, updating documentation, and communicating changes to all stakeholders.

Q: How do you prioritize different services in the catalog?

Expected Answer: Should discuss analyzing service impact, user needs, resource availability, and business priorities to organize services effectively.

Junior Level Questions

Q: What information should be included in a service catalog entry?

Expected Answer: Should mention basic elements like service name, description, how to request it, expected delivery time, and who can request the service.

Q: How do you handle a customer request for a service not in the catalog?

Expected Answer: Should explain process of escalating to supervisor, documenting the request, and following proper channels for possible catalog updates.