Best practices to create service items

Here is how you can ensure that your service items are pulled as relevant responses to your employees' queries:

Set up the right Service items 

1. Add specific titles

Add the primary keyword(s) i.e., the specific service that employees will ask to find this item 

Examples: 

Github Access”, “Apple Developer Access”, “New user Request”, “Assistance with tax computation”

2. Add comprehensible descriptions

- Deliver overall understanding of the service

- Easily understandable

Example: 

Graphics software for digital graphics, illustrations, and typography creation. Supported platforms: Windows 8, Windows 7

3. Capture additional information in short description

Add additional phrases that are not captured in the title but point to the same service item.

Example:

- For service item MS Office: Excel, Powerpoint, Word, Outlook, Visio

4. Avoid duplication

Title, short description, and long descriptions should not be duplicates of each other