Service catalog
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A service catalog (or catalogue), as defined in Information Technology Infrastructure Library Service Design, is a list of services that an organization provides, often to its employees or customers. Each service within the catalog typically includes:
- A description of the service
- Timeframes or service level agreement for fulfilling the service
- Who is entitled to request/view the service
- Costs (if any)
- How to fulfill the service
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[edit] A user's perspective
A user goes to a website to search for a specific service, such as a requesting a new laptop, requesting a change in benefits, or adding a new employee to a department. The service catalog site groups services by category and allows for searching (especially when hundreds or thousands of services are available). The user selects a desired service and sees the description and details. The user enters any pertinent information (contact information, service-specific questions) and submits the request for service. The request requires approval, and goes through routing, service-level management, and other processes necessary to fulfill the request. The user may return to the site later to check on the status of a request, or to view overall metrics on how well the organization is performing the services it provides.
[edit] A business unit manager's perspective
Business Unit Managers determine what services to "publish" to end-users via the service catalog. Business Unit Managers and Analysts would determine what questions are to be asked of the user, any approvals necessary for a request, and what other systems or processes are needed to fulfill the request. Once the service is defined and the fulfillment process organized, these people or a more technical employee would build the requisite functionality into the service definition and then publish this to the service catalog.
[edit] External links
- How to Produce An Actionable IT Service Catalog
- The Eight Essential Elements of an IT Service Lifecycle
[edit] See also
- IT Governance
- Information Technology Infrastructure Library
- IT Service Management
- Service request management
[edit] References
DuMoulin, Fine, Flores. Defining IT Success through the IT Service Catalog, Van Haren Publishing. ISBN 978-9077212967
