Service Catalogue Management
Service catalogue management (SCM) is the process responsible for creating, updating, and maintaining the service catalogue in ITIL service. An ITIL service catalog contains accurate information on all operational services in the IT infrastructure which will act as a medium for users and customers to know about the available services in an organization. Service Catalogue Template which lists all IT services, including information related to a specific service that is presented in service catalogue.
A service catalogue briefs the information about the services, services description, its costs, and SLAs associated.
A service catalogue can be viewed from two perspectives, from the business department and from technical departments, as:
- business service catalogue
- technical service catalogue
The purpose of SLM is to provide an accurate and updated single point of view of current/ live or operational IT services that are available for IT stakeholders.
ITIL Service Catalog – Objectives
- Provides an accurate and updated view of current IT services that are available.
- Provides an easy interface, so that customers and internal users can select and order items/services that are currently available in the IT infrastructure.
Service Development Process
Development of Service Catalogue can be defined as Design, Draft, Classification, Verification and validation, & Publish.
Important tasks to be considered in the design phase of a service catalogue are:
- Define the architecture and structure for service catalogue portal or database.
- Define the service catalogue template.
- Define the user groups that can access the service catalogue portal or database.
Information on the operational services and retired services is collected from different service owners, process owners and IT staff. Information on all services is gathered, analyzed, and consolidated as a draft in one place.
After defining the services, classification and categorization of services is done as per the business needs and processes defined.
Services are usually classified based on category, impact, urgency, priority, financial value, and frequently requested services.
After the services are classified and categorized, an association is established between:
- IT services and business units
- IT services and the underlying CIs.
Verify and validate
Drafted services are verified to check that all accurate and complete details like price, specifications of a service, delivery time, etc., are collected.
Then the drafted services are validated by checking the existence of identified IT services in the operational environment.
After the services are verified and validated, the services are populated in the service catalogue and published to different stakeholders as per their privileges.
Services published in the service catalogue will be visible only for the authorized users and IT staff.
Mandatory details needed for this phase are:
- service name.
- service id.
- description of the service.
- cost of a service.
- service owner.
- SLAs associated.
- date requested.
- impact of the service requested.
- urgency of the service requested.
Download Service Catalogue Template – Word
Download Service Catalogue Template – Excel