Adoption Evidenceby The Art of Service

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How to measure the service catalogue adoption after an implementation

Whether the service catalogue is actually happening now, expressed as a number you can put in front of management.

What good looks like, so there is something to measure against: The catalogue lists what people can actually ask for, in their words, and each entry has an owner who would notice if it were wrong.

Ask the people doing the work, not the system. A tool reports what was typed into it, which is a claim about the tool. Whether the service catalogue is followed is a fact about the team, and the team is the only source for it.

Ask the same question again a month later. One measurement is an opinion with a decimal point. Two measurements taken the same way is the first thing anyone can act on.

Where the records help: a request type or service column drawn from a controlled list rather than free text. That is what a reconstruction reads, and it is also the cheapest ongoing check that the survey answers and the system agree with each other.

Do this with Adoption Evidence

One engagement free. Curate the questions, baseline the team, and generate a report where every number traces to a response or a file. No card.

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