Plan requirement
| Subscription | Suite Growth or higher, Guide Professional or higher |
| Access | Admin |
Keeping the catalog usable as it grows: naming, grouping, and removing what nobody requests.
Manage them
- Open the service catalog in Knowledge.
- Add or edit a category.
- Move services between categories.
- Edit a service's form, routing and description.
- Deactivate what is no longer offered.
Categories by what people want, not who provides it
Requesters do not know which team handles what, and should not have to. "Devices and equipment" works; "Infrastructure Services" only works for people who already know.
Five to seven categories
Enough to group meaningfully, few enough to scan without reading. Past that, people stop browsing and start searching, and a catalog that is only usable by search did not need categories.
Write a real description
One line saying what the requester gets and roughly when. That line prevents most of the "is this the right one" tickets, and it is the difference between a catalog and a list of nouns.
Remove what nobody requests
Once or twice a year, look at request counts per service. A service with none in a year is either not needed or not findable, and both are worth knowing.
Deactivating leaves history intact, so there is little reason to keep dead entries visible.
Check routing after any move
Reorganising categories is safe; editing a service is where routing gets lost. After changing one, submit a test request and see where it lands.
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