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Seven steps to develop an IT service catalog: Template for success

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Service catalog best practices: Know your audience

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There's a reason software development has artifacts called use cases and user stories, and even an entire discipline around human-computer interaction and user experience. According to service catalog best practices, if you don't know your audience and create a solution that isn't useful to them, it's not going to be successful. You can easily get too caught up in the internal details of how to build the solution, yet fail to know your audience and deliver a solid user experience. Commercial tools aren't immune to this, and oftentimes they are so feature-rich that there are far more ways to screw them up than there are to get them right.

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