ITIL - Service Catalogue Management
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
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.
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.