Document the IT Service Catalog
Because the service catalog won't write itself.
- 70% of organizations are in the process of developing a service catalog, already have one, or will be developing a service catalog this year.
- Service catalog projects can easily snowball out of control, draining company resources for documentation that may not necessarily be relevant to intended objectives.
- Get to service catalog objectives faster and with less pain by selecting appropriate elements to incorporate into your service catalog project, and determining the appropriate means of service catalog publication.
Our Advice
Critical Insight
- Even though 70% of organizations surveyed are or will be implementing service catalogs, over 38% of those organizations will not see any benefit from the project.
- Service catalogs can be used in a variety of scenarios across the service lifecycle and each service catalog project will look different depending on objectives and audience.
- Service catalogs are publication points for governance processes such as SLA management, service strategy, and IT charge backs. The service catalog is a documentation of these processes and is not a replacement for the process itself. Organizations that attempt to document a catalog without going through the governance processes are not getting value from the service catalog.
- The most challenging aspects of service catalog, identified as crafting service levels and defining services in a non-technical capacity, are not a required part of every organization's catalog project – so focus efforts on the elements that count.
Impact and Result
- Reduce the size and complexity of service catalog projects by identifying key objectives and segregating governance processes from the documentation of the service catalog.
- Understand service catalog automation, and avoid implementation of expensive service catalog solutions where they are not appropriate.
- Save time by using the associated Mapping Tool and Templates to organize and map objectives to appropriate service catalog elements.
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9 clients contributed to this solution set with interviews, but have requested anonymity.