Service catalogues are a critical component of IT Service Management (ITSM) as they allow organisations to provide a structured and streamlined way for users to request services and items they need to perform their job.
The Alemba Service Manager business service catalog in the self-service portal
A service catalogue is essentially a list of all the services and items that are available to users within an organisation, along with the associated prices and service level agreements (SLAs).
By building a service catalogue, you are able to deliver services with the same high level of quality and consistency each and every time.
This guide will explain what an IT service catalogue is, provide an overview of its many benefits, and offer some best practice tips on how to build and maintain an IT service catalogue.
An IT service catalogue is a comprehensive list of all the IT services that an organisation offers to its customers or users.
A well-structured service catalogue acts as a single source of information - so customers know exactly what services are available, how much it costs, and what SLAs are associated with those services.
The service catalogue is divided into two primary sections:
A service catalogue is the product of combinations of configuration items in the IT infrastructure.
The business view of a service catalog provides a clear and concise overview of the IT services that directly support the business functions of an organization. In practice, the business-facing service catalog usually takes the form of an online self-service portal, but can also be much simpler, like a spreadsheet. This is a ‘shop front’ where customers of the service desk can browse and request services and products in an easy-to-understand format.
Here are some essential elements that should be included in a business view of a service catalog:
| Element | Description |
|---|---|
| Business Service Name: | A clear and concise name for the business service. |
| Business Service Description: | A detailed description of the business service, including how it supports the business functions and how it benefits the user. |
| Business Service Owner: | The individual or team responsible for managing the business service. |
| Service Level Agreement (SLA): | The SLA specifies the expected service levels, response times, and performance metrics for the business service. |
| Availability: | The availability of the business service, including any planned maintenance windows or potential downtime. |
| Pricing: | The cost of the business service, including any fees, charges, or licensing costs. |
| Business Service Dependencies: | Any dependencies that the business service has on other services or systems within the organisation. |
| Request Process: | The process for requesting the business service, including any forms or documentation required. |
| Access Information: | The information required to access the business service, including login credentials or other access requirements. |
| Support Information: | The contact information for IT support, including phone numbers, email addresses, or other means of contact. |
The technical view of a service catalog is aimed at IT staff members and documents the underlying processes required to deliver the service.
A detailed technical service catalog should include the following information:
| Element | Description |
|---|---|
| Service Name: | The name of the service that is being provided. |
| Service Description: | A brief description of the service that includes its purpose and objectives. |
| Service Owner: | The person or department that owns the service. |
| Service Level Agreements (SLAs): | The agreed-upon performance metrics that define the level of service provided. |
| Service Availability: | The hours and days that the service is available. |
| Technical Support: | The technical support available for the service, contact information, and escalation procedures. |
| Service Support Hours: | The hours and days that support for the service is available. |
| Service Dependencies: | Other services or systems that the service depends on. |
| Service Requirements: | The requirements for accessing and using the service. |
| Service Costs: | The cost of the service, including any associated fees or charges. |
| Service Contacts: | The contact information for support personnel, including email addresses, phone numbers, and office locations. |
| Service Documentation: | Links to any relevant documentation or manuals for the service. |
| Service Status: | The current status of the service, including any scheduled maintenance or outages. |
| Service History: | A record of previous incidents or outages for the service. |
| Service Improvement Plan: | A plan to improve the service based on customer feedback and analysis of performance metrics. |
| Service Request Process: | The process for requesting the service, including any forms or approvals required. |
| Service Delivery Process: | The process for delivering the service, including any prerequisites, setup, and configuration. |
| Service Monitoring: | A description of how the service is monitored, including any key performance indicators (KPIs) and monitoring tools used. |
| Service Reporting: | The reporting provided for the service, including any standard reports and custom reports available. |
| Service Security and Compliance: | The security and compliance requirements for the service, including any relevant regulations or standards that must be met. |
| Technical Details: | The technical details of the service, including the hardware, software, and network components that are used to deliver the service. |
Although they may sound similar, the service catalog and the service portfolio are not the same.
The service portfolio provides details of the complete lifecycle of all services and products offered by an organization. This includes services currently available, planned services, as well as retired products.
The service catalog, on the other hand, only contains services that are currently on offer to customers and can therefore be seen as a subset of the service portfolio.
In ITIL v3/2011 the service portfolio is covered under ITIL Service Design and consists of three parts:
ITIL 4 categorizes Service Portfolio Management as a general management practice and renames the practice to "Portfolio Management".
An IT service catalog serves as the backbone of any ITSM system. It allows IT teams to manage and deliver services in an organized manner, ensuring that users understand the services available and how to request them. A well-maintained IT service catalog helps reduce service desk strain, streamline service requests, and enhance user satisfaction. Benefits of IT service catalogs include:
Here are some steps to consider when building your IT service catalogue:
Your service catalog will ultimately reflect the needs of your specific end-user. You will want to match the services you supply with the real-world demand.
A good service catalog will meet the needs of the end user without getting too complicated. It is critical to find a balance between publishing a comprehensive catalog and publishing one that will get used.
Define your service offerings, including descriptions and SLAs. What is it that you do in plain language? What do your users call it? If you can, limit the list to no more than 5 core things.
Take inventory of all the services offered and then group them according to the logical categories that your users will understand.
Once you have decided on categories, document each workflow for each kind of request. Visio works well for this.
Then, you can begin to build the back end that will support the front-end. Think about the language you will use, pricing, approvers, and even the icons you will want to use.
Consider the minimum information you need to gather from the customer for each kind of request and build this into the submittal forms.
Define the UAT scope, identify participants, and develop a detailed test plan. The UAT involves having participants interact with the service catalog, collecting and analyzing feedback, addressing issues, and repeating the UAT if necessary.
Once the UAT is completed and all issues are addressed, the service catalog can be deployed into production.
Steps to consider during the deployment phase are:
Continuous improvement is essential for a service catalog to remain relevant and useful to users.
Collect feedback from users on their experience with the service catalog, including usability, relevance, and accessibility. Analyse the feedback to identify any issues, gaps, or areas for improvement in the service catalog.
Prioritize improvements based on the feedback analysis and the impact they will have on users and the organization.
Develop a plan for implementing the improvements, including timelines, resources required, and potential risks. Implement the improvements according to the plan, making sure to test and validate the changes before deploying them.
Remember to communicate the changes to users, including any changes to access, search features, or service descriptions.
Finally, monitor usage of the service catalog after the improvements are implemented and collect feedback to ensure that the improvements have had the desired effect.
A robust ITSM platform is vital for managing your IT service catalog effectively. With advanced ITSM software, you can automate service requests, track performance, and integrate with other enterprise service management tools. Alemba Service Manager offers features such as code-free configuration and PinkVerify certification, ensuring your service catalog aligns with industry best practices and improves overall IT efficiency.
The Alemba Service Manager ITSM Tool offers a robust solution for your organization to document its technical service catalog and the configuration items that constitute those services.
ASM supports the linking of your technical services to the published business services they support, presented in an attractive and easy to use service catalog that combines text and graphics in a consumable format.
Building and maintaining an effective IT service catalog is essential for successful IT Service Management. By following best practices and leveraging an intuitive ITSM platform, your organization can improve service delivery, enhance user experience, and optimize IT operations. Start building your IT service catalog today and unlock the full potential of your ITSM system.
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