Service catalog management
The service catalog is a single place to manage all services provided by service departments across the organization (IT department, HR department, building management, fleet management, ...). The aim of managing the service catalog is to ensure that the service catalog reflects the actual situation in the organization and that services are available to those users (requesters) who have the right to use the services, at agreed levels ( SLA).
The development of the service catalog should take place in the form of a workshop with the participation not only of members of the service teams (inside view), but especially of key users of the services and business representatives (outside view). A well-designed service catalog is intuitive for both requesters and researchers, reducing the need to move between services.
The Service Catalog manager is typically the CIO of the company (who is typically also the Service Level manager).
Structure
The service catalog should be structured logically, and services can be grouped by subject matter (e.g. by departmental agendas). This creates a hierarchical service catalog or, if you prefer, a service tree. Based on the experience gained from our customers' implementations, we recommend structuring the service catalog as follows:
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substantive grouping - e.g. Applications - Office applications - MS Office, Computers and end devices - Laptops and tablets
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at the last level of the defined ITIL process workflow (typically Incident Management, Ticket Fulfilment, Change Management, Problem Management) - e.g. Ticket (Ticket), Incident (Incident), Change (Change)
How the ALVAO Service Desk looks like
Sample of service structure
- Changes to company standards
- Administration
- Information Technology
- I need help
- Telephony
- Computers, laptops and tablets
- Printing services
- Hassle of using
- Printer ticket
- Programs and applications
- Enterprise Information System
- Help with use
- Report an error or malfunction
- Troubleshooting
- Setting up and changing access
- Suggestions for improvement
- Shared files and folders
- Remote network access
- Support services
- Access Management
- Applications
- Desktop applications
- ERP system
- Exchange
- Incidents
- Problems
- Change Management
- Infrastructure
- IT projects
- Problem Management
- Software Asset Management
- Compliments, complaints and ideas
- Building Management
- Fleet Management
- Buying to order
- Machinery maintenance
- Development
- Personnel Department
- Legal Services
- Finance
- Marketing
- Security
- Quality
- Management
User WebApp
 With a well-designed service catalog, there is little fluctuation in tickets because the intuitive catalog, supported by appropriate icons and descriptions, correctly guides the requester to the last level with a specific workflow. If for some reason the requester is unsure where to place a ticket they can create it at any level - solvers will move it to the correct service as part of the requester communication and diagnostics.
Services that have the "View in service catalog" option disabled in the service settings will are not displayed in the service catalog.
Example of an internal directive
An internal directive on this issue should include the following information:
IT Service Catalog
- A list of services provided by the company's internal IT staff.
- Each list should be a separate document (stored e.g. on SharePoint)
- You can then reference these catalog sheets from the Service Desk forms (description field)
| Service ID | S001 |
| Service name | Computers and accessories |
| Description of service | Supply and service of computer and accessories
Connection to internal corporate network Connecting a computer to the internal corporate network Computers are connected to the internal network: a) by cable b) wirelessly (wifi) Web Access Providing access to the web from the internal company wall Computers are connected to the Internet via the internal company network. The connection is set up automatically. There is no need to set it up manually. Access from the internal network to web servers on the Internet is not restricted. |
| Variants | Business - Laptop Design - desktop station Administrative - desktop PC |
| Key User | Peter Smith (shop) James Cooper (construction) Ann Young (administration) |
| Default service levels | Delivery: RF001 - Standard Ticket Resolution Repair: IM001 - Standard Troubleshooting |
| Service ID | S002 | |||||||||||||||||||||||||||||||||||
| Service name | Standard SW | |||||||||||||||||||||||||||||||||||
| Description of service | Installation and support of standard software that comes with the computer. | |||||||||||||||||||||||||||||||||||
| Options |
| |||||||||||||||||||||||||||||||||||
| Key User | Peter Smith (shop) James Cooper (construction) Ann Young (administration) | |||||||||||||||||||||||||||||||||||
| Default service levels | Delivery: RF001 - Standard Ticket Resolution Repair: IM001 - Standard Troubleshooting |
| Service ID | S003 |
| Service name | Electronic mail |
| Description of service | Management of electronic mailboxes. Each employee has their own electronic mailbox. The standard address format is <name.prijmeni>@contoso.com. The size of the mailbox is limited to 500 MB, see the recommended settings for automatic archiving. The contents of the mailbox are duplicated on two hard drives in case of disk failure. In case of server destruction or theft, data is backed up 2x/year. |
| Options | No variants of this service are offered. For any non-standard needs, please submit a ticket under Standard Ticket Resolution and the department will address it. |
| Key User | Peter Smith |
| Default service levels | Delivery: RF001 - Standard Ticket Resolution Repair: IM001 - Standard Troubleshooting |
| Service ID | S004 | ||||||||
| Service name | Shared Files and Folders | ||||||||
| Description of service | Management of shared drives, their backup and archiving. Troubleshoot problems with shared drives and data on them, assign and change access rights Shared disks are:
| ||||||||
| Variants | Access controlled based on job title (management, finance department, administrative staff, ...) | ||||||||
| Key user | Peter Smith | ||||||||
| Default service levels | Delivery: RF001 - Standard Ticket Resolution Repair: IM001 - Standard Troubleshooting |