WHAT IS AN ITIL SERVICE CATALOG?

An ITIL Service Catalog lists all of the IT services that your business provides to its customers. It gathers a huge amount of information regarding these services. This includes everything from adding a network printer to resetting a password. Understanding the contents of an ITIL Service Catalog and its benefits to your business could help your organization get even more from its IT services.

Content

The content of an ITIL service catalog may vary. Typically, the document will include information on deliverables, pricing, touchpoints, ordering and requesting processes. This information is often produced in the form of a simple spreadsheet, but it can be presented in a variety of different formats. What exact information it contains and in what format depends on how the organization will use it.

For the IT department, you can use a spreadsheet format that lists all current and potential services. They will also include information such as critical components and required training. Customers generally prefer a brochure format. If publicly available, a brochure-style service catalog can also serve as a marketing medium, showcasing your IT services to potential clients.

Definition of a service catalog

Although there are no hard and fast rules about what an ITIL Service Catalog should include, most catalogs contain a number of data elements. These include:

·         Service name

·         Description of the service

·         Availability

·         Target availability

·         Backup

·         Service owner

·         Service representative

Criticality of the service

Many of these data elements are simple and straightforward, but defining them correctly has many advantages. This helps to avoid confusion, makes IT departments more focused, and ensures the document is 100% relevant to the service provider and the company they work with. Define each item in the service catalog correctly. The more detailed the service catalog, the more useful and reliable the service catalog will be.

Visit Also: ITIL Foundation

Standard service definitions

An ITIL service catalog should also cover standard service definitions. The document should describe mission essential services, business essential services, business operational services, and administrative services.

 

Mission Critical Services vs Business Critical Services

All services vary according to importance and urgency. Mission essential services require continuous availability. Interruptions to these services are intolerable and cause immediate damage to a business. Critical business services also need to be available 24/7. That said, disruptions in critical business services are not as catastrophic for the day-to-day operation of the business. So your client's ecommerce website can be mission critical as downtime would cause immediate damage. During this time, the loss of a payment method can only be business critical if customers can use alternatives during downtime.

Business operational departments help the business run smoothly, but are outside the direct line of customer service. Administrative services relate to the office productivity tools necessary for the operation of a company. Failures are not desirable, but will have no impact on customers and can be tolerated by the business.

Understanding the ins and outs of your ITIL service catalog will help your business become familiar with its IT services and get help quickly if something goes wrong.

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