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IT Problem Management by Gary Walker

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Chapter 3. Maintaining a Service Catalog

A service catalog is a list of all the services you provide, and it has many implications for the service center. The service catalog will help you

  • Define services. The catalog allows you to precisely describe the scope of each service, what is and is not included. You can also document the anticipated time it will take to perform the service (a service level).

  • Communicate the scope of services. The service catalog is an excellent tool for clearly communicating the service centers' scope of work to management, customers, and service center employees.

  • Define Responsibility. For each service in the catalog, you can define the service center's responsibility as well as the customer's.

  • Define the required ...

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