Service Catalog Process

Statement of Best Practice

IT Service Management (ITSM) centers on the idea that the IT Organization is a service provider. As such, the ability to draw borders around the various IT Services such that they can be managed and optimized is critical to long term success. The Service Catalog defines the current, live IT Services that are provided to the campus community. This document summarizes the process used to manage that catalog.

Process Objectives

  • Easily, efficiently and effectively manage the information contained within the service catalogue
  • Identify clear ownership and accountability of each service in the service catalog
  • Ensure that the service catalogue is accurate and reflects the current details, status, interfaces and dependencies of all services that are being run or being prepared to run, in the live environment, according to the defined policies
  • Ensure that the service catalogue is made available to those approved to access it in a manner that supports their effective and efficient use of the service catalogue information
  • Ensure that the service catalogue supports the evolving needs of all other service management processes for service catalogue information, including all interface and dependency information

Catalog Objectives

  • Provide supporting information used to route support tickets (not the sole source)
  • Provide access to service-related information
  • Provide the definitive name of the service (and synonyms that clients use)
  • Carefully define a small subset of “true” IT services to lay the foundation for service management
  • Describe services operated by IT Services to the rest of the University community in useful and appropriate terms
  • Enable clients to “order” service; e.g., request a LISTSERV
  • Enable clients to request help on using the services

Contact

  • Assistant Director, IT Process and Planning: Bob Black
  • Process Owner: Bob Black
  • Process Sponsor: Troy Travis

Definitions

Review the Anatomy of an IT Service article for glossary of related terms

Roles and Responsibilities

  • IT Service Owner: Responsible for defining and negotiating Service Level Agreements and ensuring that these are met
  • IT Service Component Owner: Responsible for lifecycle of a specific technology component. 
  • Leadership Team Sponsor: Member of the IT Leadership Team who inherits executive accountability for service provision from the service owner
  • Business Partner (aka Customer or Business Owner): Selects and deploys IT Services to use to fulfill business objectives
  • User: Members of the university community, such as students, faculty, and staff, who consume a service on a regular basis.
Process Activities Service Owner Process Owner Council of No (CON) Logger
Define the service R A    
Submit catalog change request to add or update an entry R A I R
Evaluate standard changes R A/R I C
Evaluate normal changes C A/R R  
Update the service catalog entry A/R R I I
Monitor service performance KPIs A/R C    

Process Policies

  • The service catalog management process defines a service as the means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks.
  • Customer-facing and supporting, live services (and those ready to be deployed to the production environment) will be included in the service catalogue.
  • The service catalog process will define the characteristics that we will use to define what belongs in the service catalogue.
  • Any service entry in the catalog will, at a minimum, define the benefits and key features of the service and provide ordering and subscription instructions.

Related Documents, Forms, and Tools 

Was this helpful?
0 reviews
Print Article