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Imogen Brendel
Project Manager
Progress update - November 2025
In October, the Service Catalog project made steady progress in Phase 2 by moving forward on multiple Service Action Plans (SAPs), including Telephony, Productivity Suite, Workforce Identity & Access, IT Policy, and more.
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 Some sections are out of date and others are duplicative.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.