The service catalogue

The service catalogue

The catalogue is for requestable things. If raising a ticket is “please fix this”, the catalogue is “please give me one of these”.

Common catalogue items:

• A laptop loan for a new starter
• Microsoft Office licences
• Adding someone to a shared mailbox
• Booking the hall for a parents’ evening
• Ordering printer toner for a specific room
• Requesting building access for a contractor

How it’s organised

Items are grouped by category (IT / Estates / HR / Finance), and within each, by purpose. The left filter panel narrows by category, the search box matches against item names + their alternate names (so “laptop” finds “Pupil device loan”).

Each item has:

• A delivery time — how long the team typically takes to fulfil
• An optional cost — for things billed to your department’s budget
• A form — the questions you need to answer to make it actionable

Placing a request

Click the item, fill the form, hit Place request. Some items need approval before they’re actioned (e.g. anything that costs money over a threshold) — you’ll see this on the form before submitting, so there are no surprises.

Behind the scenes, placing a catalogue request creates a normal ticket — you can track it in My tickets like anything else.

When the thing isn’t in the catalogue

Two paths:

1. Raise a normal ticket describing what you need. The team will fulfil it manually and may add it to the catalogue if other people start asking for the same thing.
2. Suggest a new catalogue item by raising a ticket on IT — Suggestions (or your trust’s equivalent).

The catalogue grows organically based on what people actually request, not what someone thinks people might request.