Service Catalog

A Service Catalog is a structured overview of all available services that a service provider offers to its customers (or internal users). In the IT context, the IT service catalog contains all IT services and often the hardware and software products that can be provided, including descriptions and conditions. Entries might be, for example: “Request an email account”, “Order a laptop for new employees” or “Request database access”. The purpose of the service catalog is to create transparency about which services exist and how they can be obtained.

Each service entry usually describes what is delivered, who is entitled to it, what the associated SLAs look like (e.g. provisioning time) and, if applicable, costs or approvals. A well-maintained service catalog standardizes and simplifies service delivery because clear offerings and processes are defined. It is a central element of ITIL and is recommended there as a best practice. For users (employees or customers), the service catalog is a central point of reference: they know which services are available and how to request them.

For IT, it facilitates the management and automation of service requests, as defined workflows sit behind every catalog entry; this is the domain of Service Request Management. Within Enterprise Service Management, such service processes can be standardized beyond IT as well. From the user's perspective, User Experience and Self-Service are particularly important.

See also: Self-Service Portal.