A Guide to the Service Catalogue

Service Catalogues are one of those service desk terms that we’ve all heard of –
and many of us probably know what Service Catalogues are – but there are
still those of us who do not have the time, resources, or a clear idea of how a
Service Catalogue can be implemented. Service Catalogues are a fundamental
part of service delivery because they document every service that you provide
and build contracts with your customers (Service Level Agreements) based on
how these services are delivered. Many of us probably have a very clear idea of
what services we provide, but there will be service desks that have not clearly
documented and defined their Service Catalogue.

This guide – the first in a three part series from Cherwell Software and SDI –
will provide you with a key insight into how you can create a Service Catalogue;
clear guidance on creating a Service Catalogue; and an easy to use Service
Catalogue template to help you start realising the enormous business and
customer benefits that a Service Catalogue provides.


A Service Catalogue is a list of services that an organisation provides to its
employees or customers. Each service within the catalogue typically includes:
• A description of the service
• Timeframes or Service Level Agreements (SLAs) for fulfilling the service
• Who is entitled to request/view the service
• Costs (if any)
• How to fulfil and deliver the service
What’s the purpose of a Service Catalogue?
A Service Catalogue lists the services that the service desk provides. Often
these are grouped by type and are searchable (this is very important if the
service catalogue contains a significant number of entries). The service will also
have a description and additional details.
A Service Catalogue has two specific service delivery purposes: customers and
the business.
Customers: The benefit for customers is that a service catalogue lists all of
the services currently available to them and allows them to submit a request
for service. In this way, the Service Catalogue performs a useful function as
customers can use self-service to request services, which alleviates some of
the pressure on the service desk and will realise significant time savings. For
customers, they receive an easily understandable view of the catalogue and can
be proactive in their requests

Business: For the business, a Service Catalogue defines the services that are
available and delivered to customers. A Service Catalogue allows the business
to carefully define and select the available services and ensures there are the
correct processes and procedures in place to deliver services to customers.
It provides the basis for managing and monitoring the service delivery that
is aligned directly to the business to help IT be a successful business partner.

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