Most teams don’t design a messy service catalog. It just sort of… happens. Over time, new forms get bolted on, old requests stick around “just in case,” and suddenly you’re dealing with duplicates, confusing naming, and workflows no one fully understands anymore.
That’s the problem Siit helps solve.
Migrating your service catalog into Siit isn’t just a lift-and-shift—it’s a chance to rebuild with purpose. You can clean out the clutter, streamline what matters, and build something your team can actually navigate without pinging IT for help. Plus, with native Slack and Teams integrations, dynamic forms, and smart routing, it’s built to scale with you.
Here’s how to do it, step-by-step.
Step 1: Audit Your Existing Catalog
Before you start building in Siit, you need to know exactly what you’re working with. Think of this as the foundation—if it’s shaky or cluttered, your new setup won’t deliver the clean, streamlined experience you’re aiming for. A solid audit helps you avoid simply dragging old problems into a new platform.
Start by gathering everything that currently lives in your service catalog. You’re looking to answer questions like:
- What services and request types exist today?
Make a full list. Include everything from IT hardware requests and HR onboarding flows to finance approvals and equipment provisioning. Even those rarely used “just in case” forms should be captured. - Who owns each service?
Is it IT, HR, Ops, Legal? Knowing ownership is crucial for assigning the right permissions, routing, and follow-ups in Siit. - What dependencies are involved?
Some services may rely on custom fields, conditional forms, approval chains, or integrations with systems like BambooHR, Okta, or Jira. Document these so nothing breaks when you migrate. - How often is each service used?
Request frequency will help you decide what’s essential and what’s just taking up space. Low-usage services may not need to be migrated—or might be due for a refresh. - Which services create friction?
Talk to your team. Where do requests get stuck? Are people bypassing forms and pinging each other in Slack instead? These are signs of services that need to be simplified or rethought.
This isn’t just an inventory—it’s a cleanup. You’ll almost always find:
- Duplicate request types with slightly different labels
- Services created for one-off use cases that are no longer relevant
- Complex workflows built around outdated policies
Now is the perfect time to trim the fat.
Step 2: Decide What to Rebuild vs. Import
Now that you've audited your current catalog, it's time to make some calls. Not everything needs to make the cut—and that’s a good thing.
The question to ask is simple: Should we rebuild this from scratch in Siit, import it as-is, or leave it behind entirely?
Rebuild When You Want to Level Up
Some of your old request types or services might technically “work,” but they’re clunky, overly manual, or built on outdated processes. These are prime candidates to rebuild inside Siit so you can take full advantage of features like:
- Dynamic Forms
Create smarter, cleaner request forms that adapt to the user’s input. Show or hide fields based on previous selections, use predefined values, and guide employees through the form without overwhelming them. - Custom Request Attributes
Add the context you’ve always wanted—priority, department, request category, location, device type—whatever you need to route, triage, or report more effectively. - Private/Public Visibility Settings
Make sensitive request types private (like HR or security-related tickets) while keeping general services transparent and collaborative. - AI-Powered Auto-Triage
Let Siit handle Level 1 sorting. You can automate routing based on request type, keywords, or employee data—cutting down on repetitive review work.
Import What Already Works
Some services are already humming along just fine—especially if they’re well-documented or standardized. No need to reinvent the wheel.
Siit makes it easy to import:
- Knowledge base articles from Notion, Confluence, or similar platforms
- Structured request types that match your new architecture
- Standard workflows with clear inputs and outputs
We’ll help map these into Siit’s format with minimal friction so you can maintain what’s working without slowing down your migration.
Archive the Clutter
Every catalog has some digital junk drawer—old request types that no one uses, outdated approval flows, or things created for a one-off use case two years ago.
Those can go. Archive them for reference if needed, but don’t drag them into your new setup just for the sake of completeness.
Step 3: Map Workflows to Siit’s Architecture
Now that you know what’s staying, what’s getting a makeover, and what’s going in the archive bin—it’s time to build. This is where your service catalog really comes to life inside Siit.
Think of this step as translating your day-to-day processes into a system that’s actually built to support them (instead of making you bend backwards to fit the tool).
Here’s how to start mapping your workflows into Siit:
Organize with Request Types & Categories
Group your services by team or function—IT, HR, Finance, Ops, Workplace, Legal, etc.
Then break them down into request types that employees can easily navigate. A few examples:
- IT → “Request a Laptop,” “Reset Password,” “Report a Device Issue”
- HR → “Update Personal Info,” “Request Time Off,” “New Hire Onboarding”
Clean categorization keeps things simple for end users and ensures nothing gets lost in the shuffle.
Capture the Right Context with Custom Attributes
Want to know where the request is coming from, how urgent it is, or which office it's for? Add custom request attributes. You can include fields like:
- Requester’s department, role, or location
- Device or software type
- Priority level
- Request source (Slack, email, form, etc.)
This structured data isn’t just helpful for reporting—it makes your automations and routing rules 10x smarter.
Assign Clear Ownership
Every request should have a home. In Siit, you can assign request owners (the team responsible for handling the request) and followers (people who should stay in the loop).
This helps with transparency and speeds up collaboration—especially for cross-functional requests like “I need access to this tool, but HR, IT, and Security all need to sign off.”
Set Business Hours and SLAs
If your teams operate on a fixed schedule—or across multiple time zones—you can define business hours and SLA targets to make sure expectations are aligned.
This ensures:
- Requests don’t get marked “late” over the weekend
- High-priority items are escalated appropriately
- Your internal support stays predictable and fair
Build Approval Flows (Without Code)
For request types that need sign-off—like equipment purchases or permission changes—use Siit’s no-code workflow builder. It’s drag-and-drop simple.
Set rules like:
- If requester is from Finance, route to their manager first
- If the request is for high-cost equipment, auto-assign to Procurement
- If urgent, skip queue and notify the on-call admin
No need to rope in developers or spin up clunky approval chains.
Automate the Smart Stuff
Got more advanced routing needs? Siit’s got your back. Use:
- AI-powered workflows to classify, route, and suggest actions
- Attribute-based distribution rules to send requests to the right team based on role, location, type, or priority
- Dynamic content and messaging to personalize updates depending on who’s requesting what
- AI Agent to automate level 1 service requests
Step 4: Implement and Test in Sandbox Mode
You’ve mapped your workflows, fine-tuned request types, and built smart automations. Now it’s time to make sure everything actually works—before your team starts using it.
This is where Siit’s testing mode comes in clutch. Think of it as your no-risk playground. You can fully build, test, and tweak your service catalog setup without affecting your live environment or confusing your employees.
Here’s what you should do in sandbox:
Submit Test Requests Like a Real User
Act like a new hire, a manager, or someone from Finance. Try submitting different types of requests and see what the experience is like from their perspective. Ask yourself:
- Do the dynamic forms show the right fields based on user input?
- Are private requests really private?
- Are approval steps kicking in when (and only when) they should?
Follow the Request All the Way Through
Once you submit a test request, trace its entire journey. That means:
- Routing: Is it assigned to the right team or person?
- Followers: Are the right teammates getting looped in?
- SLAs and business hours: Are they being calculated correctly?
If you’ve set up conditional workflows or priority flags, make sure they trigger as expected.
Review Notifications and Status Updates
Check Slack, Teams, and email (if applicable) to confirm that:
- Notifications are firing at the right moments
- Messages are clear, timely, and helpful
- Request status updates are accurate and visible to the right people
This is key to avoiding noise—or worse, silence—when something important happens.
Stress Test Automation and Approval Flows
Run through different combinations of request types, teams, and conditions. See what happens when:
- A request skips an approval step
- A manager is out of office
- The requester is from a different region or department
Use Realistic Data (or a High-Fidelity Mock Set)
If possible, use a sample of real historical data—like common request categories or test profiles that reflect your actual org structure. This will help you:
- Spot edge cases or missing attributes
- Fine-tune logic based on real-life use
- Catch mismatches between your expectations and what the system does
Step 5: Rollout and Iterate Based on Feedback
Your catalog is polished, your workflows are tested, and the sandbox says you're good to go. Now it’s time to launch—and do it in a way that sets your team up for success.
Rolling out your new service catalog isn’t just about flipping a switch. It’s about creating an experience that feels seamless, helpful, and intuitive for your employees.
The goal? Make the transition so smooth that people wonder how they ever lived without it.
Start Smart: Launch with Intention
Don’t roll it out to your whole org at once. Instead, start with a pilot group—maybe a single department (like IT or HR), a specific region, or one business unit. This controlled launch gives you space to:
- Catch unexpected edge cases in the wild
- Test real-world usage at scale
- Get early feedback before scaling company-wide
Pilot groups also give you built-in champions. When these teams have a great experience, they’ll help drive adoption with the rest of the org.
Tools to Make the Rollout Smoother
Siit provides ready-made launch toolkits so you don’t have to start from scratch. Here's what to include in your rollout pack:
- Launch Plan: A simple timeline that shows what’s happening when
- Comms Templates: Pre-written Slack messages, emails, and FAQs to explain what’s new and why it matters
- Intro Videos or Walkthroughs: Quick, visual explainers showing employees how to make requests, track progress, and use self-service features
- Feedback Loop: A place for employees to share feedback, ask questions, or report bugs—ideally something integrated into your employee portal or Slack workspace
Pro Tip: Use Siit’s Slack-native request portal or Microsoft Teams bot as the central launchpad. It gives employees one clear place to go for support, right where they already work.
Iterate Like a Pro
Once your first wave is live, listen closely. Use real usage data, survey responses, and in-app feedback to identify:
- Which request types are being used the most
- Where employees are getting stuck
- Which services may need better naming, visibility, or routing
Because Siit is built to be flexible, you can adjust forms, update labels, or tweak workflows without starting over. Rename a confusing category, add a missing approval step, or route requests to the right person—all in a few clicks.
Best Practices for a Clean, Scalable Catalog
Think of your service catalog like your favorite toolbox—organized, easy to navigate, and full of only what you actually use. A messy catalog slows teams down, but a well-structured one keeps everything running smoothly. Here’s how to keep yours in top shape:
- Name things clearly: Use simple, descriptive titles like “Request New Laptop” or “Update Payroll Info.” If a request name makes people pause, it’s probably too vague.
- Cut the clutter: Duplicate or outdated services confuse users. Stick to one clean version of each request type and retire anything that’s redundant or unused.
- Group with intention: Organize by function (IT, HR, Facilities), request type, or how often it’s used. This makes things easier to find—and faster to submit.
- Standardize your fields: Use consistent custom attributes (like location, urgency, or department) across forms so your analytics stay clean and actionable.
- Review quarterly: Block time every few months to check usage stats. You’ll quickly spot requests that need better naming, aren’t being used, or are ready to be archived.
A little maintenance goes a long way. With regular cleanups and smart structure, your catalog stays helpful—not overwhelming.
Tools and Templates from Siit
Siit provides everything you need to build a strong catalog foundation:
- Catalog templates for common services (onboarding, device requests, access changes)
- Workflow builder for approvals, routing, and automations
- Import/export guidance for bulk setup
- Dynamic form builder to personalize the request experience
- Testing mode for safe testing and iteration
Want naming tips? Ask your Siit rep for examples of scalable catalog naming conventions based on your company size or structure.
Build a Catalog Your Team Will Actually Use
Investing in a good service catalog means investing in an everyday experience for your team. When it’s clean, logical, and easy to navigate, people don’t just use it more—they trust it. That means fewer Slack pings, faster resolutions, and better visibility across the board.
Migrating to Siit is your chance to reset the foundation. Ditch the clutter, rebuild what matters, and create workflows that actually work the way your team does. With dynamic forms, smart automations, and native integrations, your service catalog becomes more than a list of forms—it becomes the heartbeat of your internal operations.
Ready to get started? Ask your Siit rep for templates, best practices, and hands-on help to make your catalog migration smooth, fast, and future-proof.
