Service Catalog: Phase 2 project

Progress update - July 2025

Accomplishments

In July 2025, the IT Service Catalog project focused on accelerating Phase II deliverables, including the development of Service Action Plans (SAPs), defining measurable KPIs, and implementing ServiceNow portal enhancements to streamline service delivery and the user experience.

• Onboarded all remaining service capability areas, enabling full SAP development coverage.
• Finalized draft SAPs for Productivity Suite, IT Enterprise Governance, IT Major Project Oversight, and IT Policy.
• Completed draft OKRs/KPIs for Integration Tools.
• Received legal feedback on the Digital Experience Terms of Service, preparing it for final review.
• Advanced ServiceNow configuration work for Communication & Productivity services.
• Increased executive engagement through escalations, resulting in improved cross-team accountability and delivery focus.

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 Some sections are out of date and others are duplicative.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.