ITIL - Service Catalogue Management

Service Catalogue

Service Catalogue contains information of specific services for which customer are willing to pay. It is a knowledge management tool which allows employees and consultants to route their request for and about services.

Service catalogue is subset of service portfolio and contains presently active services in service operation phase.

Service Catalogue Composition

Each service in the catalogue contains the following elements −

• A identification label for the service
• Description of services
• Related service request types
• Any supporting or underpinning services
• Service categorization or type that allows it to be grouped with other similar services
• Interfaces and dependencies between all services, and supporting components and configuration items (CIs) within the service catalogue and the CMS
• Clear ownership of and accountability for the service
• Associated costs
• How to request the service and how its delivery is fulfilled
• Escalation points and key contracts
• Service level agreement (SLA) data

Service Catalogue Aspects

Service catalogue has two aspects −

Business Service Catalogue

It contains all the IT services delivered to the customer, together with their relationship to the business units and the business process that rely on the IT services.

Technical Service Catalogue

It contains all the IT services delivered to the customer, together with their relationship with supporting services, shared services, components, and CIs necessary to support the provision of the service to the business.

Service catalogue management process is responsible for providing information regarding all agreed services to all authorized persons. This process also takes care of creation and maintenance of service catalogue with correct and updated information.

Service Catalogue Manager is the process owner of this process.

Any change to service portfolio or service catalogue is subject to Change Management process.

SCM Activities

Here are the key activities included in Service Catalogue Management −

• Agreeing and documenting a service definition with all relevant parties
• Interfacing and Service Portfolio Management to agree the contents of the Service Portfolio Management to agree the contents of the Service Portfolio and Service catalogue
• Interfacing with the business and IT Service Continuity Management on the dependencies of business units and their business processes with the supporting IT services contained within the Business Service Catalogue
• Producing and maintaining a Service Catalogue and its contents, in conjunction with service portfolio
• Interfacing with Business Relationship Management and Service Level Management to ensure that the information is aligned to the business and business process.