Servicekatalogs

Servicekatalogs are structured repositories that list the services an organization offers to its customers and users. They describe what is available, how each service is delivered, who can request it, and under what conditions. While IT services are a common focus, service catalogs can also cover business services such as human resources, facilities, and other internal support functions. The catalog aims to provide clear, standardized information to enable self-service, informed decision making, and consistent service delivery.

Generally, a service catalog distinguishes between a business service catalog and a technical service catalog. The business catalog is visible to end users and describes services in terms of business value and outcomes. The technical catalog contains the underlying IT components, dependencies, and delivery methods for internal teams. Each catalog entry typically includes fields such as service name, objective, description, category, service owner, target users, fulfillment steps, required approvals, service level agreements or expectations, cost or chargeback details, and dependencies or integrations.

Management and governance of service catalogs are part of service catalog management, a recognized practice in IT service management. This includes creating, updating, retiring entries, enforcing consistency and accuracy, controlling access, and coordinating with change management. The catalog is a living document that evolves with the service portfolio and is updated through lifecycle events, reviews, and feedback.

Benefits of service catalogs include improved transparency of offerings and costs, faster and more accurate fulfillment of requests, better alignment between IT and business needs, and enhanced reporting on service usage and performance. While common in IT, service catalogs are increasingly used across departments and can be delivered via digital portals integrated with fulfillment workflows.