The purpose of the Service Catalog Management process is to provide an authoritative source of consistent information on all agreed-to services and ensure that it is widely accessible to those who are approved to view this information.

Read the Service Catalog Key Concepts.

Important Links

•  Service Catalog Management Tool Mentors

Outcomes

As a result of the successful implementation of this process:

• Customers and approved users trust the published service catalog as the authoritative description of the services available to them
• Accurate information on all operational services and those being prepared to be run operationally (details, status, interfaces and dependencies) is maintained and updated in the service catalog
• Role-based views of the Service Catalog are created and maintained in order for each role (such as customers, end users, service management support personnel) to understand service definitions and use the information effectively
• The services catalog is aligned and consistent with the Service Provider and Customer needs

Scope

The primary output of the process is the Service Catalog itself. It includes a strategic view that allows the Service Manager, Customers, and IT Executives to see the list of services and their status (for example: available, soon to be available or soon to be retired) and detailed service characteristics for negotiation, financial or strategic planning. It also contains a tactical view that allows IT end-users to request services available to them. Additional information will be available to personnel involved in the provision of the services represented in the catalog in order to facilitate the consistent, effective and efficient delivery of those committed services.

Includes

• Entering and updating service definitions
• Navigation support
• View management
• Service selection and transaction tracking
• Education on how to use the Service Catalog

Excludes

• Negotiating and closing Service Agreements (Service Marketing and Sales)
• Creating service level agreements (Service Level Management)
• Request management, user entitlement authorization and execution workflow (Request Fulfillment)

Key performance indicators

• Percent of users who are aware of the service catalog
• Percent of users who use the service catalog
• Number of accesses per months
• Number of services published in the service catalog
• Number of requests received based on the service catalog

Relation to other processes

• Services agreements and market plans from Service Marketing and Sales affects the content of the Service Catalog.
• Service Level Management defines supported service levels for the Service Catalog.
• IT product (i.e. service) information and status is provided by Portfolio Management.  This is used to provide service descriptions and status in the catalog.
• Information about usage of the catalog is provided by Customer Satisfaction Management.  

For more information

For more information, see Service Catalog Management in the ITIL® documentation.