Service Catalogue Template

Dartview Consulting Limited

Table of Contents
1. Introduction ..........................................................................................................................................................................4
1.1. Purpose ........................................................................................................................................................................4
1.2. Scope & Exclusions ....................................................................................................................................................4
1.3. Glossary.......................................................................................................................................................................4
1.4. References ...................................................................................................................................................................5
1.5. Overview .....................................................................................................................................................................5
2. Services Summary................................................................................................................................................................7
3. Customers / Business Units ..................................................................................................................................................7
4. Relationships between Services and Customers / Business Units ........................................................................................8
5. Service Description Template ..............................................................................................................................................9
6. Service Description Details ................................................................................................................................................10

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Term Definition

Pricing The activity for establishing how much customers will be charged.

Priority A category used to identify the relative importance of something.

Process A structured set of activities designed to accomplish a specific objective.

Request for A formal proposal for a change to be made.

Change (RFC)

Role A set of responsibilities, activities and authorities assigned to a person or team.

Service Catalogue A database or structured document with information about all live IT services, including those
available for deployment. The service catalogue is part of the service portfolio and contains
information about two types of IT service: customer-facing services that are visible to the
business; and supporting services required by the service provider to deliver customer-facing
services.

Service Contract A contract to deliver one or more IT services.

Service Hours An agreed time period when a particular IT service should be available.

Service Level An agreement between an IT service provider and a customer. A service level agreement
Agreement (SLA) describes the IT service, documents service level targets, and specifies the responsibilities of the
IT service provider and the customer. A single agreement may cover multiple IT services or
multiple customers.

Service Owner A role responsible for managing one or more services throughout their entire lifecycle.

Service Reporting Activities that produce and deliver reports of achievement and trends against service levels.

Supporting An IT service that is not directly used by the business, but is required by the IT service provider
Service to deliver customer-facing services. Supporting services may also include IT services only used by
the IT service provider.

1.4. References
If the body of the Service Catalogue makes reference to external sources of information (any Service Level Agreements
for example), all of those references should be listed here.

1.5. Overview
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ITIL (Information Technology Infrastructure Library) is the most recognized set of Best Practices for the IT Service
Management and is used by organizations world-wide to establish and improve capabilities in Service Management.
One of the important recommendations given by ITIL is the need to build and maintain a Service Catalogue.

The Service Catalogue provides a central source of information on the IT services delivered by the service provider
organization. It demonstrates to the customers the value that IT services are able to provide to the business.

This Service Catalogue is organized as follows:

Section 2: Lists & Categorizes the Services being provided

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 Dartview Consulting Limited
2. Services Summary
This is just an example.

Service Service Category Service Type

Finance & Payroll Systems Business Systems Customer Facing Service
Facilities Management Systems Business Systems Customer Facing Service
Human Resource Systems Business Systems Customer Facing Service
Estimating & Procurement Systems Business Systems Customer Facing Service
Contract Costing Systems Business Systems Customer Facing Service
Network Services Core Infrastructure Supporting Service
Infrastructure Services Core Infrastructure Supporting Service
Email Core Infrastructure Customer Facing Service
Remote Connectivity Core Infrastructure Customer Facing Service
Internet & Intranet Web Services Customer Facing Service
Personal Computing User Engagement Customer Facing Service
Mobile Communications User Engagement Customer Facing Service
Desktop Services Core Infrastructure Customer Facing Service
Printing & Copying User Engagement Customer Facing Service
Account Management Security Supporting Service
Audio Visual User Engagement Customer Facing Service
Data Management Core Infrastructure Supporting Service

3. Customers / Business Units

Customer Business Unit
Customer A All
Customer A Finance
Customer A Human Resources
Customer A Procurement
Customer A Facilities Management
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5. Service Description Template
Service Name The agreed name for the service.
Service
A brief description of what the service does, and the expected outcomes.
Description
Features Briefly outline the main features and functionalities of the service.
Classify the service into one of the categories previously agreed. Categories are important to
Service Category
provide the Service Catalogue with a hierarchical view of services.

Customer-facing service or supporting service.

A customer-facing service is an IT service that is visible to the customer. Typical data to be
recorded are those connecting to the business, although information from the supporting
layer can be recorded as well for internal use by the IT service provider.
Service Type
A supporting service is an IT service that is not directly used by the business, but is required by
the IT service provider to deliver customer facing services (for example, a directory service or
a backup service). Supporting services may also include IT services only used by the IT service
provider. Typical information to be recorded comes from the supporting layer.

Service Owner Name and contact information of the person(s) with this role.
Business Service Catalogue
Business
Name and contact information of the person(s) with this role.
Owner(s)
Business Unit(s) Business unit(s) to which the service is provided
Describe the positive impact of having the service available and/or the negative impact of the
Business Impact opposite. The impact can be quantified by the number of users affected, the impact on each
user, and the cost to the business.
Business Priority Select from a previously agreed scale like Critical/None-critical or High/Medium/Low.
Business Contacts Name and contact information of the key business person(s) to be contacted.
Service Level
It is usually better to provide a link to the document with the SLA encompassing the IT service.
Agreement (SLA)
Service Hours Write here the agreed time period when the IT service should be available.
Escalation Name and contact information of the person(s) to be contacted when an escalation procedure
Contacts is triggered.
Service Reports A list of the operational reports available for the IT service.
Service Reviews Frequency of the service level review meetings.
Security Rating Classify according to the security level of the IT service.
Request
Describe how the service should be requested.
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Pricing and
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Establish how customers are charged.
Chargeback
Policies Describe any policies governing the use of the service.
Technical Service Catalogue
Supporting
List any supporting services on which the IT service depends.
Services
Services
List any service this service is supporting.
Supported
Configuration
List of other CI supporting the IT service, including hardware, software, application and data.
Items (CI)

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Service level Refer to document “Iris Financials UK Ltd – Service Level Agreement” for details.
agreement (SLA)
Service hours Services are guaranteed 24x7x365 with an availability of 99.99%.

Jill Black
Managing Director, Iris Financials UK Ltd
[email protected]
+99 (9) 999 999 9999
Escalation contacts
Simon Webb
Head of Service Delivery, Clear Vision IT Services Ltd
[email protected]
+99 (9) 999 999 9999

The following reports will be produced:

Service Achievement Reports – Monthly

Service Reports Availability Reports – Monthly
Exception Reports – Weekly

Distribution: Service Owner, Business Owner, Business Contacts

Service review meetings are scheduled every month at the customers locations, in the days
agreed by the parties.
Service Reviews
Attendance: Service Owner and Business Contact as a minimum.

Security Rating High

Requests for Hardware & Software should be made using the Customer Portal Shopping
Cart
Request Procedures
Requests to add/remove/update items shown on the Customer Portal Shopping Cart,
should be requested by the Business Owner using a Request for Change (RFC)

Pricing is determined by:

• Type of hardware allocated.
Pricing and
• Type of software allocated
Chargeback
• Retention Period
Charges are made on a Monthly basis

Policies Refer to document “Clear Vision IT Services – Personal Computing Policy” for details.
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Catalogue
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Supporting Services Network Services, Infrastructure Services, Account Management.

Services Supported Remote Connectivity, Internet & Intranet

Configuration Item
Remote Access Support Software
(CI)

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