Fall

08
SERVICE CATALOG
About Graham Furnis, Senior Consultant, B Wyze Solutions

PROFILE
Graham has over 20 years of experience in Business Management and
Information Technology covering many skill sets and industries. Graham
leverages this experience and finds synergy within the practice of IT Service
Management and holds certifications in ITIL® Expert and ITIL Service Manager.

Graham embodies a wealth of experiences and perspectives gained on the front

lines including:
 Project Management
 Process Management and Design
 Technical and Operations Management
 Data Modeling and Data Warehousing
 Software and Database Development
 Business and Systems Analyst
 Training and Course Development
 Project and Process Management
These experiences come together in the delivery of service excellence.

His projects and ongoing consulting assignments have ranged from initial adoption
phases through ongoing service improvement cycles. Graham sets himself apart
by interconnecting relational design skills with business process design,
technology and people that allows organizations to meet their business and IT
objectives.
 Service Catalog
• INSERT COMPANY NAME HERE •
 Document Management
Document Detail
< Add details necessary for document tracking and
management at your organization >

Documentation Purpose
This document outlines the business requirements and IT
arrangements for managing and delivering the IT Service
contained within. This document identifies the scope of:
 Expectations made by the Business Organization
 Commitments made by the IT Organization

This document has been designed to follow the best practices

of the Information Technology Infrastructure Library (ITIL®).

Document Maintenance
Red highlights in this document identify fields or titles
requiring update with each new version. Once this document
has been accepted operationally, identify all version
modifications through MS Word “Track Changes” feature and
provide a brief description for the update reasons in the
Revision History table (below), and ensure sign off is obtained
and documented (below).

Revision History
Date Versio Description Author
n

Approvals
Date Versi Approver Name / Signature
on Department or Role

5
 Table of Contents
Document Detail....................................................................5
Documentation Purpose......................................................5
Document Maintenance.......................................................5
Revision History...............................................................5
Approvals........................................................................ 5
Service Catalog Owner...........................................................7
Service Catalog Description...................................................7
Structure and Interface of the Service Catalog........................8
Service Catalog Structure....................................................8
IT Organization Vision Statement......................................8
The Service Desk..............................................................8
Service Matrices...............................................................8
Service Catalog Interface....................................................9
Service Catalog Content......................................................9
Service Relationships and Dependencies..............................9
Appendix A: Terms and Definitions.......................................10
Appendix B: Service Catalog Structure Example....................11
Appendix C: Service Relationship and Dependency Matrix
Example..............................................................................12
Note:............................................................................. 12
Appendix D: Service Catalog Interface Example....................13

6
Service Catalog Owner
The Service Level Management process owns and manages the Service
Catalog. Execution of the Service Catalog and making it available to End-
Users and Customers is accomplished by the Service Desk function.

Service Catalog Description

The Service Catalog is a portfolio of the IT Service Provider’s business that
describes all Services offered or planned to be offered to all authorized Users
and Customers. The Catalog is a critical element of the IT Service Provider’s
business model that describes the value and capabilities IT brings to the
overall Organization. Through a simple Service description and listing of
relevant attributes, Customers and Users are empowered to make the most
effective use of IT Services that support their business functions.

The Catalog promotes the sale and use of IT services by being easy to
navigate and providing a single source of up to date descriptions for all
Services. The Service Catalog is the top layer of the IT Services structure that
is sourced from the Service Level Agreement for each Service.

Additionally, the Service Catalog should have the following

attributes:

 It is written from the Customer perspective in easy to read business

language

 It is presented in an easily accessed format (typically web-interface)

utilizing a tree structure and key word search engine

 It describes what the IT Service offers, the arrangements to obtain the

service and for support of the service

 It links IT Services to business units and business functions, while at the

same time linking IT Services to IT teams and departments that both
maintain and support those IT Services.

7
Structure and Interface of the Service Catalog
The Service Catalog is Customer and User facing, and should be used to
promote the IT Organization and IT Services offered.

Service Catalog Structure

The following structure helps to achieve IT business optimization
through the Service Catalog.

IT Organization Vision Statement

The prominence of the Service Catalog and its interface with the End
User and Customer of the IT Organization provides a great opportunity
to drive strategic alignment of the IT Organization with the overall
Business Organization. A Vision statement is a short and concise
statement that promotes this alignment.

A Vision statement is a perfect-world view of the Organization that

identifies its purpose and what makes it special. The statement
contains positive key words that accurately promote the image of the
IT Organization.

A helpful start point to creating vision statements is to

consider the following statement:
 The role of IT is to deliver and manage IT Services that are
aligned to business priorities and integrated with business
operations, and to do so in an effective (quality and customer
satisfaction) and efficient (time and cost) manner.

The Service Desk

The Service Desk is a critical IT Service itself, and should be positioned
as one of the first Services identified and described in the Service
Catalog. The Service Desk provides a Single Point Of Contact for all End
User to request service for IT support or request fulfillment. As such,
services provided by the Service Desk forms an element of every other
IT Service in the Service Catalog.

Service Matrices
The usability of the Service Catalog is dependent on the ability to
search and find information, especially that of finding the IT
Service itself. Services are typically categorized and grouped
according to combinations of:
 The Customers who request the Service (refer to Service Level
Agreements)
 The Category of Service interface components (refer to
Categorization Model)
 The Business Functions supported by the Service (refer to Service
Level Agreements)

8
Service Catalog Interface
The Interface design and technology of the Service Catalog should be
centered around and support the Service Desk as the Single Point of Contact
for all End Users of IT Services, and for Operation of IT Services that
Customers require in turn to support their Business Functions. Best practices
for delivering the Service Catalog interface include:

 Present the Service Catalog through a web-based interface,

accessible from all locations and for all Users and Customers.

 Identify the IT Organization and provide a brief description of

purpose and vision.

 Organize the Service Catalog according to one or more Service

Matrices that form a tree structure index of no more than 2
levels deep.

 Present the Service Desk as the first Service in all views of the
Service Catalog due to the Single Point of Contact the Service
Desk provides for all Services.

 Provide a single source for all forms necessary for requesting

service from the Service Desk.

Service Catalog Content

The content of the Service Catalog is sourced from the Service Level
Agreements that identify the IT Services and agreed details to be described
in the Service Catalog. The Service Level Agreements also identify and
describe the Forms necessary to be used to request service.

Refer to Service Level Agreements for information flagged for Service

Catalog inclusion that describes each IT Service.

Service Relationships and Dependencies

The Service Catalog is composed of two views: the Business View and the
Technical View. The Service Catalog Interface (discussed above) provides the
Customer-facing and easy to navigate view of IT Services available for use by
Customers and Users. The Technical View is an underlying view of the
relationships and dependencies between IT Service Agreements and
Contracts and specific components of hardware and software. This Technical
View is essential to the IT organization to properly manage and deliver the IT
Service according to the top-level Business View and commitments made in
the Service Catalog.

Refer to Appendix D for a Sample Service Relationship And

Dependency Matrix.

9
Appendix A: Terms and Definitions

Role Description
User The User is a person who uses the IT Service on a
day-to-day basis. Users are distinct from
Customers when used in IT Service and
Process Management documentation.

 Note: The term “Customer” is a common place

business term in line with the concept of
“Customer Service”. In day-to-day business
operations, IT Users are “Customers”.
Customer The Customer is the person or group who defines
and agrees the Service and Service Level
Requirements, and is sponsoring (or paying for)
the IT Service.

 Note: The term “Customer” is a common place

business term in line with the concept of
“Customer Service”. In day-to-day business
operations, IT Users are “Customers”.
 To avoid confusion between terms, it is
common to refer to the “Business
Customer” as a distinction from the “User
Customer”.

10
Appendix B: Service Catalog Structure Example
The following Service Catalog example makes use of the Categorization Model. These categories should be
specified in and determined from the underlying Service Level Agreement for the IT Service.

Service I IT Service Service Customers Business Interface Tier 2 Type Tier 1 Category
Catalog D Functions Component(s)
Group
Applicat 1 Corporate  Corporate  Functional  Active  Server/ Administration
ion Functions Access Directory Backend
Services Profile Hardware
2 Corporate  Stores  Functional  Active  Server/ Administration
Store Access Directory Backend
Functions Hardware
Profile
3 Enterprise  Corporate  Accountin  Great Plains  User Workstation
Resource  Stores g Application Software
Planning  Product  Web  Middleware
(ERP) SKUs Browser
 Internet  Communicat
Services ion
4 Customer  Corporate  Customer  CDRator  User Workstation
Profile and  Stores Profile System Application Software
Billing  Stores  Customer
 Customer/Web Activation
 Web  Middleware
 Dealer s
Browser
 Call Center  Customer
 IVR Payments
 National/Regional
 Internet  Communicat
Services ion
Retailers

5 Payment  Stores  Customer  QPay  User Workstation

Processing  Customer/Web Account System Application Software
 Dealer Payment  Web  Middleware
Browser
Service I IT Service Service Customers Business Interface Tier 2 Type Tier 1 Category
Catalog D Functions Component(s)
Group
 Call Center  Internet  Communicat
Services ion
Appendix C: Service Relationship and Dependency Matrix Example
The following Service Relationship example provides a basic structure to define Dependencies
between IT Services. All IT Services are identified, named, and provided IDs in the IT Services
table (the Service Catalog). Customer-Facing IT Services are differentiated from internal IT
Services by agreement types. Services with a Service Level Agreement (SLA) are customer-
facing in the Service Catalog. Operational Level Agreements (OLAs) and Underpinning
Contracts (UCs) are IT-facing and supporting of the SLA. This supporting arrangement to the
SLA forms dependencies as the following example shows:

ID IT Service D- Required IT Service Description

ID (dependent on)
1 Corporate Functions 6 Internal Access Corporate Functions service is customer-
Profile facing dependent on the Internal Access
Service which is IT-facing.
2 Corporate Store Functions 7 External Portal Store Functions service is customer-facing
Profile dependent on the External Portal Service
which is IT-facing.
3 Enterprise Resource 4 Customer Profile and Billing ERP service is customer-facing dependent on
Planning (ERP) 5 Payment Processing 4 related customer-facing Services.
1 Corporate Functions Profile
2 Corporate Store Functions
Profile
4 Customer Profile and 1 Corporate Functions Profile Billing service is customer-facing and
Billing 2 Corporate Store Functions dependent on 2 related customer-facing
Profile Services.
5 Payment Processing 1 Corporate Functions Profile Payment service is customer-facing and
2 Corporate Store Functions dependent on 2 related customer-facing
Profile Services.
6 Internal Access Internal Access service has no
dependencies.
7 External Portal External Portal service has no dependencies.
Note:
 Internal Access and External Portal services have no dependencies. Such services are
typically underlying and enabling services which IT must be aware of, but are not
typically Customer-Facing.
Appendix D: Service Catalog Interface Example
The following Service Catalog interface example is a high level view of a web-enabled Service Catalog.
Service Catalog display and search options are based on Appendix B.

Company ABC – IT Organization

Our vision is to deliver and manage IT Services that are aligned to business priorities and
integrated with business operations, and to do so in an effective and efficient manner

Home Service Service IT Policies IT Forms

Desk Catalog

Display Options:
•Home page •Contact •Relevant IT •Relevant IT
•Service Group
messages Information Policies listed Forms Listed
•All IT Services
•Customer Group
•Information •Description of
•Business Function
about PMIT Service Desk
•Interface Component • Policy details • Form details
•Tier 2 Type
•Tier 1 Category
• Service Desk
SLA details
•Service List & description

•IT Service SLA details

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