Definition

  • The Service Catalogue represents a trusted record of the services provided by Information Technology (IT), its default capabilities, measures and primary means of access and provision.
  • It is the means by which we articulate WHAT we manage and measure. It is the hidden power of how we set the customer’s expectations and exceed them.
  • It can provide an essential medium for communication and coordination among IT and its customers, and should distinguish between Business Customers (the ones paying for the service) and End Users (the recipient of the service).
  • If CMDB is the system of record for what IT did, then the Service Catalogue becomes the system of records for what IT does.
  • ITIL recommends the development of a Service Catalogue as the first step in the Service Level Management (SEM) process.

Why Service Catalogue is Required?

Show the value of Information Technology (IT)

  • For IT to be fully successful, IT needs to be strategically aligned to the business and positioned as a key enabler in achieving successful outcomes for the organisation.
  • It is not enough for IT alone to consider itself successful at what it does. IT needs to provide real value to the organisation that directly achieves business outcomes that the organisation wants to achieve and should be able to deal with the ever changing needs and demands of the organisations and their customers.
  • IT should also be capable of demonstrating how it provides business value to the organisation to ensure that IT is positioned within the organisation as a core strategic asset.

To support the above, it will be good for IT to develop a Service Catalogue that defines the scope, characteristics and costs of available services and products, and allows for better management of the IT environment as a whole.

The basic requirement to do all this is to have a clear definition of the services the IT organisation provides, the components and resources that make up the service, and the associated costs for these services.

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Why Service Catalogue is Important?

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Service Catalogue Types and Recommended Construction Approach

The two types of Service Catalogues are records based and actionable based.

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Characteristics of Different Views

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Attributes of a Service Catalogue

An effective Service Catalogue should be:

  • Constitutive – what IT does and does not, and on what terms.
  • Actionable – provides the means by which IT and its customers coordinate and conduct business.
  • Governing – conditions and controls defined in the Service Catalogue are integrated into the service delivery processes.

An ideal Service Catalogue should have the following six attributes:

  1. User-Relevant Services – A Catalogue that users understand
  2. Accessible Service Description – Speaking the customer’s language
  3. Objective Performance Accountability Metrics – Setting clear performance goals
  4. Actionable Pricing Information – Helping customers understand their costs
  5. Consumption Management Tips – Not all costs are created equal
  6. Adoption Facilitation Mechanisms – Reading like a best seller

Service Catalogue – Format

  • Service Catalogue can be a simple list in Word or Excel document, or as comprehensive as installing specific tools designed to create formal Service Catalogues.
  • The catalogue should contain items that are visible to customer, and additional information that used by service delivery team to ensure smooth delivery. Items visible to customer include:
    • A description of the service
    • Disclosure of any perquisites or required services
    • Approval levels

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Service Catalogue – Links to the Different Elements within IT Service Lifecycle

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Tips & Challenges with Implementing a Service Catalogue

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Recommended Implementation  Approach

Phase One – Build foundation

  • Start with simple
  • List all Service Management services containing key attributes and in customer perspective
  • Availability of Service Catalogue via selected media

Phase Two – Deploy

  • Detailed and comprehensive
  • Expand attributes to the most popular Service Management services in customer perspective
  • Service Catalogue document control
  • Marketing – Service Catalogue

Phase Three – BAU

  • Review, improve and expand Service Catalogue

 

Hope you found these useful.

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Managed Services
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