A service catalog is a list of all the services your organization offers, along with relevant information about those services. It can help you organize and manage your end users' expectations for your organization's offerings. A well-managed service catalog will also provide an easy-to-use resource for both internal and external stakeholders that gives them quick access to information about products and services available.
Service Catalog Management
Service Catalog Management (SCM) is the process of managing the service catalog in a consistent, controlled and efficient manner. SCM involves working with this information to create service offerings in order to meet customer needs as well as manage updates or modifications when necessary.
The primary goal of SCM is to ensure that a Service Catalog is made, kept up to date, and has accurate information on all services that are running and those that are getting ready to run.
What is the service catalog?
The service catalog is a collection of services offered by your organization. It is not a single service, but rather a repository of all the services that your company provides. The service catalog helps to educate customers about the different offerings and pricing options available to them.
The service catalog should be organized into sections based on how your customers would want to find information about what services you offer.
What should be included in the service catalog?
You should think of your service catalog as a list of services provided to end users. A service is anything that can be delivered with the help of technology, and it's usually something that users need or want to do their jobs better.
There are certain types of services that are not relevant to the users or to your organization, so you should exclude them from your service catalog:
The type of technology used to deliver a particular set of features; for example, whether they're delivered using the cloud or an internal data center
The speed at which they're delivered; this isn't something most people care about
Whether the features are provided individually or as part of a bundle
Why is the service catalog important?
The service catalog is an important tool for managing IT services. It helps to understand the needs of end users and provides a repository of all IT services, including their functionality and available resources. Additionally, it can be used to manage services through:
Building a holistic view of the service portfolio
Providing visibility into current performance (usage trends) and future demand (project plans)
Supporting the development of SLAs and KPIs that reflect customer expectations
Improving customer satisfaction by providing consistent delivery of agreed upon levels of service
The benefits of a well-managed service catalog
Reduced time to market
Improved customer satisfaction
Improved employee satisfaction
Improved service delivery and quality of services rendered (internal)
Service innovation and efficiency, effectiveness, agility
Implementing a well-managed, easy-to-use service catalog will help your organization better understand and serve its end users.
Improve customer satisfaction by providing a single resource for all service requests and ensuring that customers always receive the information they need to make informed decisions about purchasing your products.
Improve service delivery by categorizing services in a way that makes it easy for staff members to locate them, and by giving them access to tools such as self-service portals or mobile apps that facilitates rapid response times.
Reduce costs through standardized processes that ensure consistent standards across all departments in your organization. This will also increase employee productivity since they won’t be bogged down with administrative tasks like filling out forms or waiting on hold with multiple departments just to get their work done (which means less time spent away from doing productive activities).
Improve internal collaboration among different teams within each department by centralizing knowledge so that everyone has access at any time—and can learn from one another’s experiences when necessary (which also encourages innovation).
If you’re considering implementing a service catalog, we recommend you first analyze your current business processes and the needs of your customers. Based on those findings, create an inventory of the services that are most important for your organization to offer. Then, design a process for managing this information so it’s accessible to everyone who needs it.