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The Power of the Service Catalog

The service catalog continues to grow in both its value in the IT world and its presence at IT Service Management events, according to this blog post by Alex Lichtenberger. Lichtenberger goes on to explain how, while becoming more popular, people still don’t quite understand its purpose nor how to utilize it as effectively as possible. The service catalogue is the base to determine the actual cost of services –helping with ROI calculation. The blog post continues, explaining that it is also a way to negotiating and agreeing to service levels with a customer. Futhermore, it’s a way to more accurately and effectively categorize incidents and service requests. The definition provided in the blog explains:
According to Best Practice, the purpose of Service Catalogue Management is to provide and maintain a single source of consistent information on all operational services and those being prepared to be run operationally, and to ensure that it is widely available to those who are authorized to access it. Logically, it is embedded into the more strategic process Service Portfolio Management, which has a wider focus by deciding which services you actually want to offer as an IT service provider and which not.
Service catalogue management leads to the service catalogue, broken into customer facing services (any IT services that are seen by the customer), and supporting services (the IT services that make the customer facing services work correctly). The blog post then goes into some of the more common elements of the service lifecycle, including service level management, incident management, financial management, and request fulfillment. This post is useful to anyone who’s looking for a good resource to remind themselves or others in their organization just what the service catalogue is able to do for the organization and for customer expectation management.

About Matthew Kabik

Matthew Kabik is the former Editor of Computer Aid's Accelerating IT Success. He worked at Computer Aid, Inc. from 2008 to 2014 in the Harrisburg offices, where he was a copywriter, swordsman, social media consultant, and trainer before moving into editorial.

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