The creation of a Service Catalogue should have 3 phases

1.1 Objective

  • To create a work shop that encompasses and supports the vision of the Service Catalogue.  The manual will guide the participants to:
    • Identify and log all services that is provided to their business partners.
    • Be the service provider of choice by continually improving service delivery methods
    • Make services transparent
    • Ensure all stakeholders understand what is being offered and how to get it
    • Increase Pace, Accuracy, Consistency and Clarity
    • Improve workplace  productivity


Phase 1 - INSTRUCT:

·         Orient / Introduce & Start Build

·         Identify a Service and Service Catalogue

·         Understanding Service Management

·         Identify How a Service Integrates Into a Service Catalogue

Phase 2 – PRACTICE:

·         Continue to Build The Service Catalogue

·         Introduction to The Processes

·         Managing The Service Catalogue Process

·         Building a Service Catalogue Entry 2 – 3 per group (Framework)

Phase 3 – BUILD:

·         Building a Service Catalogue

The SC documents the services delivered by EDMTS to the business.  The catalogue is an essential foundation for Service Level Management (SLM).  SLM is the process of documenting and agreeing on service targets in Service Level Agreements (SLA), then monitoring and reviewing the actual service levels against those targets.  The objective is to maintain and gradually improve business-aligned IT service quality.


  • The improvements in service quality and the reduction in service disruption that can be achieved through effective Service Level Management (SLM) can ultimately lead to significant financial savings. Less time and effort is spent by IT staff in resolving fewer failures and IT customers are able to perform their business functions without adverse impact.  The SC contributes directly to this by identifying major components in the service provisions, outlining requirements to keep the components in operation and managing the expectations of its users/customers.


For each approved service, the Service Catalogue will outline:

  • The service name
  • Priority of the service
  • Expiration date of a service offering
  • Service levels tied in with service level management
  • The description of what this service offers
  • Who the main users are
  • What are the main functionalities of the service
  • When the service is available
  • Who supports the service
  • How changes to the service can be requested
  • Any security access requirements for the service
  • Any restrictions or constraints allocated to a service
  • Technical or skill requirements to perform the service
  • Future Considerations:

o       The duration of time it takes to provide the service

o       The cost of providing the service

The Service Catalogue provides a central view of all the Services offered within your company.   Service Level Management relies on the Service Catalogue to:


  • Set the stage for formal SLM processes
  • Improve communications between departments and the Business 
  • Increase Customer satisfaction
  • Allow Users and Customers to choose the correct IT service for their needs
  • Elevate the perception of the IT organization to that of a Service Provider
  • Move IT closer to a service-orientation, versus a technology orientation


Together with Operational Level Agreements and Underpinning Contracts, Service Level Management can determine the best way to identify, provide, measure and market IT services to their customers. 


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