Service Catalog Management

Prerequisites/Before You Begin

The service catalog should be a list of operational services--the services that already exist. The service catalog and the "service pipeline"--or list of services that are in planning to be created--together create the "service portfolio." The service pipeline and service portfolio are discussed in ITIL v3's "Service Strategy."

Service Catalog Management

Here's ITIL's definition of a "service:"

A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

The service catalog is the list of "what we do." There are typically two different sorts of service catalogs:

• Business Service Catalog: the service catalog from the perspective of the end user. For example, a user might want to see "Internet connectivity."
• Technical Service Catalog: the service catalog from the perspective of techies. For example, an IT staff member might want to see the services that together support "Internet connectivity," such as "Wireless access," "802.1x authentication," and "RADIUS authentication"

The Business Service Catalog is a deliverable to end users. The Technical Service Catalog helps IT internally keep track of what technical services exist in the infrastructure. Ideally, the two should be linked in some way.

Videos, Photos, and Presentations

Examples

• Georgia Tech's Service Catalog
• Notre Dame's Service Catalog
• The University of Kansas's Service Catalog 
• State of North Carolina's Service Catalog
• Purdue's Service Catalog
• Texas State's Service Catalog
• Indiana University's Service Catalog
• Stanford's Service Catalog
• Harvard's Service Catalog
• Emory University's Service Catalog
• Northeastern University's Service Catalog
• Furman University's Service Catalog
• University of New Mexico's Service Catalog

Contacts and Resources

• "Service Catalogs" web site

Service Level Management

Service Level Management

Service Level Management ties what IT is providing to what the University needs. Service Level Management prevents IT from offering "esoteric" services, and assists the University in understanding what is practical.

Contacts and Resources

Please see the Service Level Agreement template, attached to this page. "FV2" is the most recent version, and assumes your organization also has a "Global Service Level Agreement" that covers generic service levels for all services.

• Duke OIT's SLAs and OLAs page, with sample templates, instructions, and process models

Attachment	Size
Service Level Agreement Template.doc	94 KB
Service Level Agreement Template FV2.doc	108 KB