Service Catalogue Management
Service catalog management (SCM) is responsible for creating, updating, and maintaining the ITIL service catalog. An ITIL service catalog contains accurate information on all operational services in the IT infrastructure, which will act as a medium for users and customers to know about its available services. Service Catalogue Template lists all IT services, including information related to a specific service presented in the service catalog.
A service catalog briefs the services, services description, costs, and SLAs associated. A service catalog can be viewed from two perspectives, from the business department and technical departments:
- business service catalog
- technical service catalog
The purpose of SLM is to provide an accurate and updated single point of view of current/ live or operational IT services available for IT stakeholders.
ITIL Service Catalog - Objectives
- Provides an accurate and updated view of current IT services that are available.
- Provides an easy interface so that customers and internal users can select and order items/services currently available in the IT infrastructure.
Service Development Process
Development of Service Catalogue can be defined as Design, Draft, Classification, Verification, validation, & Publish.
Important tasks to be considered in the design phase of a service catalog are:
- Define the architecture and structure of the service catalog portal or database.
- Define the service catalog template.
- Define the user groups that can access the service catalog portal or database.
Information on the operational services and retired services are collected from different service owners, process owners, and IT staff. Information on all services is gathered, analyzed, and consolidated as a draft in one place.
After defining the services, classification and categorization of services are done as per the business needs and processes described. Services are usually classified based on category, impact, urgency, priority, financial value, and frequently requested services. After the services are classified and categorized, an association is established between:
- IT services and business units
- IT services and the underlying CIs.
Verify and validate
Drafting services are verified to check that all accurate and complete details like price, service specifications, delivery time, etc., are collected. Then the drafting services are validated by checking the existence of identified IT services in the operational environment.
After the services are verified and validated, the benefits are populated in the service catalog and published to various stakeholders as per their privileges. Services published in the service catalog will be visible only for the authorized users and IT staff. Mandatory details needed for this phase are:
- service name.
- Service id.
- Description of the service.
- Cost of service.
- Service owner.
- SLAs associated.
- Date requested.
- Impact of the service requested.
- The urgency of the service requested.