Service Catalog: Phase 2 project

Progress update - June 2025

Accomplishments

• All updated Terms of Service (TOS) have been completed and posted to the WaTech website, with the exception of the Digital Experience TOS, which will be available on WaTech’s website by the end of July 2025.
• We have completed the updates to the ServiceNow customer portal for Cybersecurity, Data Center, Enterprise Automation, Small Agency IT Support, Cloud, and Mainframe. We are currently working on Data & Integration and expect this to be completed by June 30, 2025.
• We are currently working on Communication & Productivity updates to the ServiceNow customer portal and will have this completed by July 31, 2025.
• We have completed the service action plans (SAPs) for Cybersecurity, Privacy, Washington State Community Cloud, Washington State Public Cloud, Mainframe, Data Center and Enterprise Automation.
• We are currently working on SAPs for Data Services, Integration Tools, Workforce Identity and access, Productivity Suite, Telephony, and Enterprise Architecture.

Read the full update here.

Overview

Background

The current Service Catalog is too complex and difficult to use for WaTech customers. Most of our catalog is focused primarily on an IT-only audience with very industry-specific implementations of service names and descriptions. Some sections are out of date and others are duplicative. This makes it difficult for customers to understand how the various services, programs, and processes align with each other.  

This project will reimagine our current service catalog as more customer-focused and simplified. We currently have over 60 services/programs within WaTech. These services are not always clearly understood or put into clear customer/business focused terms. This project is the next step of service maturity and aligns with our strategic goals around a connected government and the delivery of clear business value.  

Vision

The desire is to make the Service Catalog less technical, more streamlined and customer-based so they can navigate the catalog and find the services they require more easily. The Service Catalog will be adjusted concurrently with service action plans (SAPs) to stay in line with each other.  

Project goals

NOTE: Objectives 1, 2, and 4 were completed in December 2024 during the first phase of the project. Objectives 3, 7, and 10 are being addressed in the second phase of the project.

• Objective 3: Implement Service Catalog services that can be ordered by customers into Service Now.
• Objective 7: Terms of Service (TOS) review and updates.
• Objective 10: Review of SAPs to ensure they are updated to reflect the catalog.