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Practical IT Service Management, 2nd Edition by Thejandra BS

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CHAPTER 11: SERVICE CATALOGUE MANAGEMENT

‘We used to build civilisations. Now we build shopping malls.’

Bill Bryson

What is a service catalogue?

A general dictionary defines a catalogue as ‘a list of titles, course offerings or articles for exhibition or sale, usually including descriptive information or illustrations’. In ITIL language, a service catalogue is a database, or a structured document, containing information about IT services available to current and prospective customers. It can provide a descriptive list of all services a tech support department is responsible for. The catalogue can also contain information about deliverables, prices, contact details, procedures and request processes. By having a service catalogue, organisations ...

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