Service Catalog Contents

Basic information for a Service Catalog from Sharon Taylor’s Service Intelligence.

Service catalog
What it means
Who provides it
Impacts to bottom line
 Service Name
A uniformly understood descriptor to identify the service.
Establishes the understanding between the business and the ITSP about what a service is considered to be.
 Service Description
Describes (in business terms) what the purpose of the service is.
Developed jointly using the outcome statements provided by the business.
Accurately sets out what the service must do. Saves time and money if done at the design stage. Some experts say it can cost 100 times more if left until after the service is implemented.
 Service Category
This defines whether the service is part of a shared service, a core service or a specialty service.
Helps to exploit use of service assets in the most advantageous way, and drives possible service models to be considered.
 Standard Service Features
Describes features and functions of the service available to any employee who receives the service.
ITSP — This is derived from the outcome statements and service design package. Clarifies the costs associated with the generic service functions.
Clarifies the costs associated with the standard service.
 Optional Service Features
Describes features and functions of the service available on special request and often with additional cost. This can also be optional features for specific business units.
ITSP — This is derived from the outcome statements and service design package and further improvement activities.
Clarifies and segregates costs for additional options, and is useful as a planning tool for what is necessary and for whom.
 Business Owner
Accountable business individual with whom the decisions rest for managing the service.
Requires accountability to be documented and ownership managed.
 Business Unit
The business customers who can use this service.
Establishes access rights and ensures confidentiality of access to the data generated and used by the service.
 Service Manager
Accountable ITSP individual with whom the decision rests for ensuring the service delivers value. This individual will meet with the business owner on a regular basis as part of the service-level agreement terms.
Enforces accountability from the ITSP for the management point of contact for the service.
 Service Hours
When the service operates and can be used by the business.
Jointly agreed by the business and ITSP.
Directly impacts service costs and service availability.
 Business Criticality
The dependence level the business has on this service to carry on business.
Defines the cost to support, the level of support and support response levels needed.
 Business Priority
Defines any specific times during a business cycle when the business criticality changes.
Drives support costs and ITSP windows of maintenance and change activities.
 Business Contacts
Defines who the accountable contacts are for queries.
Enforces accountable roles and responsibilities, and the costs involved.
 Escalation Contacts
Defines the contacts along the escalation path for the business and the ITSP in the event of serious service issues response.
Business and ITSP
Establishes reporting hierarchy in the event of service issues or failures, and identifies accountability within both organizations.
 Service Reports
Defines the type, frequency and distribution of reports.
ITSP, as agreed with the business.
Contributes to the monitoring and measurement against expected norms and quality criteria. Identifies deviations and potential costs or savings.
 Service Reviews
Defines the structure for joint service reviews — details will be part of the service-level agreement.
Business and ITSP
Post mortem of previous service cycle performance against agreed criterion. Can identify opportunities for further cost savings, improvements and risk mitigation for the business.
 Service Costs
Indicates unit costs for standard and optional features.
Enables investment planning and costs analysis.
 Service Targets
Defines the basic targets for availability, issue management, special requests, changes and recovery from disruptions.
Direct relationship to service cost, efforts, quality and performance expectations. This is reflected in overall cost of service ownership.