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Service Catalogue
[Company Name]
[Company Name]
[Street Address]
[City, State ip Code]
[Creation !ate]
Notes"
T#e $ollowing template is provided $or writing a Service Catalog document.
[Inside eac# section, te%t in green $ont &etween &rac'ets is included to provide
guidance to t#e aut#or and s#ould &e deleted &e$ore pu&lis#ing t#e $inal
document.]
Inside eac# section, te%t in &lac' $ont is included to provide a realistic e%ample.
Inside t#e e%ample, te%t in underlined, &lue $ont indicates a possi&le #yperlin'
to a report or document.
(ou are $ree to edit and use t#is template and its contents wit#in your
organi)ation* #owever, we do as' t#at you don+t distri&ute t#is template on t#e
we& wit#out e%plicit permission $rom us.
Copyrig#ts" ITIL, is a -egistered Trade .ar' o$ t#e /$$ice o$ 0overnment Commerce in t#e
1nited 2ingdom and ot#er countries.
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Document Control
Preparation
Action Name Date
Release
Version Date
Released
Change
Notice
Pages
Affected
Remarks
Distribution List
Name Organiation Title
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Ta&le o$ Contents
!" INTROD#CTION 4
1.1 Purpose 4
1.2 Scope 4
1.3 Definitions, Acronyms, and Abbreviations 4
1.4 References 6
1.5 vervie! 6
$" %A&IC IN'OR(ATION 7
2.1 "usiness #nits. $
2.2 %ate&ori'ation of Services $
2.3 (ist of services )
)" &*RVIC* T*(PLAT* 9
+" &*RVIC* CATALO,#* 11
4.1 Stora&e Services 11
-" ANN*.14
5.1 (ist of *ab+es 14
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!" Introduction
[A Service Catalogue is a data&ase or structured document wit# in$ormation
a&out all live IT services, including t#ose availa&le $or deployment.
T#ere are several ways companies use to implement a Service Catalog. Some
companies use structured spreads#eets, ot#ers &uild customi)ed data&ases and
ot#ers ac6uire integrated Service .anagement tools. 7ven i$ you are a&out to
implement one o$ t#e last two options, it is recommended to start modeling t#e
Service Catalog &y using ta&les.
T#ere are some &asic steps to start &uilding a Service Catalogue"
Collect in$ormation a&out 8usiness 1nits and Services.
!etermine w#at is important to de$ine a service.
!etermine dependencies.

T#is document is a template $or &uilding a Service Catalogue.
In t#is $irst section you mig#t provide t#e purpose, scope, de$initions, acronyms,
a&&reviations, re$erences, and overview o$ t#e document.]
!"! Purpose
[3rovide a &rie$ description o$ t#e purpose o$ t#is service catalog.]
T#is document contains t#e updated Service Catalogue $or t#e IT Service
3rovider organi)ation, i.e., an structured document wit# in$ormation a&out all live
IT services, including t#ose availa&le $or deployment.
C#ange to t#is document s#ould &e raised t#roug# a -e6uest For C#ange
9-FC:.
!"$ &cope
[!escri&e on w#ic# locations t#e Service Catalogue will &e applied and t#e
e%tent o$ t#e document itsel$.]
T#is document applies to all t#e services currently &een provided &y t#e IT
Service 3rovider /rgani)ation.
!") Definitions/ Acron0ms/ and Abbre1iations
[T#is section provides t#e de$initions o$ terms, acronyms, and a&&reviations
re6uired to understand t#is document.]
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Term Definition
Availa&ility A&ility o$ an IT service or ot#er con$iguration item to per$orm its agreed $unction w#en
re6uired.
8ac'up Copying data to protect against loss o$ integrity or availa&ility o$ t#e original.
8usiness Impact
Analysis
T#e activity in &usiness continuity management t#at identi$ies vital &usiness $unctions
and t#eir dependencies.
8usiness 1nit A segment o$ t#e &usiness t#at #as its own plans, metrics, income and costs. 7ac#
&usiness unit owns assets and uses t#ese to create value $or customers in t#e $orm o$
goods and services.
Capacity T#e ma%imum t#roug#put t#at a con$iguration item or IT service can deliver.
C#arging -e6uiring payment $or IT services.
Con$iguration Item
9CI:
Any component or ot#er service asset t#at needs to &e managed in order to deliver an IT
service.
Customer<$acing
service
An IT service t#at is visi&le to t#e customer. T#ey normally support t#e customer=s
&usiness processes and $acilitate one or more outcomes desired &y t#e customer.
!owntime T#e time w#en an IT service or ot#er con$iguration item is not availa&le during its agreed
service time.
7scalation An activity t#at o&tains additional resources w#en t#ese are needed to meet service level
targets or customer e%pectations.
Impact A measure o$ t#e e$$ect o$ an incident, pro&lem or c#ange on &usiness processes.
3ricing T#e activity $or esta&lis#ing #ow muc# customers will &e c#arged.
3riority A category used to identi$y t#e relative importance o$ somet#ing.
3rocess A structured set o$ activities designed to accomplis# a speci$ic o&>ective.
-e6uest For
C#ange 9-FC:
A $ormal proposal $or a c#ange to &e made.
-ole A set o$ responsi&ilities, activities and aut#orities assigned to a person or team.
Service Catalogue A data&ase or structured document wit# in$ormation a&out all live IT services, including
t#ose availa&le $or deployment. T#e service catalogue is part o$ t#e service port$olio and
contains in$ormation a&out two types o$ IT service" customer<$acing services t#at are
visi&le to t#e &usiness* and supporting services re6uired &y t#e service provider to deliver
customer<$acing services.
Service Contract A contract to deliver one or more IT services.
Service ?ours An agreed time period w#en a particular IT service s#ould &e availa&le.
Service Level
Agreement 9SLA:
An agreement &etween an IT service provider and a customer. A service level agreement
descri&es t#e IT service, documents service level targets, and speci$ies t#e
responsi&ilities o$ t#e IT service provider and t#e customer. A single agreement may
cover multiple IT services or multiple customers.
Service /wner A role responsi&le $or managing one or more services t#roug#out t#eir entire li$ecycle.
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Term Definition
Service -eporting Activities t#at produce and deliver reports o$ ac#ievement and trends against service
levels.
Supporting Service An IT service t#at is not directly used &y t#e &usiness, &ut is re6uired &y t#e IT service
provider to deliver customer<$acing services. Supporting services may also include IT
services only used &y t#e IT service provider.
Table !" Definitions/ Acron0ms/ and Abbre1iations
!"+ References
[T#is section provides a complete list o$ all documents re$erenced elsew#ere in
t#is document. Identi$y eac# document &y title and ot#er applica&le data li'e
version, date, etc. T#is in$ormation may &e provided &y re$erence to an
appendi% or to anot#er document.]
!oe, A. 94BC4:. DT#e Client CD. Storage Services. 8usiness Impact Analysis.
!oe, A. 94BC4:. DT#e Client CD. Storage Services. Service Contract.
!oe, A. 94BC4:. DT#e Client CD. Storage Services. SLA.
!oe, A. 94BC4:. DT#e Client 4D. Storage Services. 8usiness Impact Analysis.
!oe, A. 94BC4:. DT#e Client 4D. Storage Services. Service Contract.
!oe, A. 94BC4:. DT#e Client 4D. Storage Services. SLA.
!"- O1er1ie2
[T#is su&section contains a summary o$ t#e content o$ t#e document and
e%plains #ow t#e document is organi)ed. (ou can &egin wit# a &ac'ground
e%plaining t#e Service Catalogue.]
ITIL 9In$ormation Tec#nology In$rastructure Li&rary: is t#e most recogni)ed set o$
8est 3ractices $or t#e IT Service .anagement and is used &y organi)ations
world<wide to esta&lis# and improve capa&ilities in Service .anagement. /ne o$
t#e important recommendations given &y ITIL is t#e need to &uild and maintain a
Service Catalogue.
T#e Service Catalogue provides a central source o$ in$ormation on t#e IT
services delivered &y t#e service provider organi)ation. It demonstrates to t#e
customers t#e value t#at IT services are a&le to provide to t#e &usiness.
T#is Service Catalogue is organi)ed as $ollows"
First, section 7rror" -e$erence source not $ound summari)es t#e
&usiness units t#at #ave &een identi$ied as receiving our services, t#e
categori)ation o$ our services, and t#e list o$ services t#at are currently
&een operated or t#at are ready to &e deployed.
T#en, in section 7rror" -e$erence source not $ound, a template is
provided to add new services to t#e Service Catalogue.
And $inally, in section 7rror" -e$erence source not $ound, every service is
listed wit# all t#e relevant in$ormation $illed.
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$" %asic Information
[!ocument #ere t#e introductory steps in &uilding t#e Service Catalogue.]
$"! %usiness #nits"
[List t#e 8usiness 1nits receiving or a&out to receive t#e services.]
T#e 8usiness 1nits t#at are receiving or are a&out to receive our services are
s#own in t#e Ta&le 4. 8usiness 1nits.
Company
Business
Units
Client 1 All units
Client 1 Finance
Client 1 HR
Client 1 Logistics
Client 1 Procurement
Client 2 All units
Client 2 Finance
Client 2 HR
Client 2 Logistics
Client 2 Procurement
Table $" %usiness #nits"
$"$ Categoriation of &er1ices
[In most cases, it is &etter to categori)e services. In t#at way, t#e Service
Catalog is &etter navigated as #ierarc#y o$ services.]
Categories to organi)e services are s#own in Ta&le 5. Services Categories.
Service
Categories
Application Services
Business Services
Communication
Services
Hardware Services
Hosting Services
Infrastructure
Services
Professional
Services
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Securit Services
Table )" &er1ices Categories"
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$") List of ser1ices
[List live services and also services ready to &e deployed. Alt#oug# t#e Service
Catalogue &asically target t#e custom<$acing services, supporting services mig#t
&e added as well $or internal control.]
T#e services t#at are currently &een provided are listed in Ta&le ;. List o$
services provided.
Services Category Type
HR Applications Services Application Services
Customer!facing
Service
"#ce Applications
Services Application Services
Customer!facing
Service
$!mail Services Business Services
Customer!facing
Service
Printing Services Business Services
Customer!facing
Service
Procurement Services Business Services
Customer!facing
Service
SAP Services Business Services
Customer!facing
Service
%$B Services Business Services
Customer!facing
Service
Conferencing Services
Communication
Services
Customer!facing
Service
&o'ile Services
Communication
Services
Customer!facing
Service
Remote Connection
Services
Communication
Services
Customer!facing
Service
(elep)one Services
Communication
Services
Customer!facing
Service
Accessories Services Hardware Services
Customer!facing
Service
*es+top Services Hardware Services
Customer!facing
Service
Laptop Services Hardware Services
Customer!facing
Service
P*A Services Hardware Services
Customer!facing
Service
Printer Services Hardware Services
Customer!facing
Service
Storage Services Hosting Services
Customer!facing
Service
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,irtuali-ation Services Hosting Services
Customer!facing
Service
*evelopment Services
Professional
Services
Customer!facing
Service
Pro.ect &anagement
Services
Professional
Services
Customer!facing
Service
Service *es+ Services
Professional
Services
Customer!facing
Service
(raining Services
Professional
Services
Customer!facing
Service
*ata Services
Infrastructure
Services Supporting Service
/etwor+ Services
Infrastructure
Services Supporting Service
Compliance Services Securit Services Supporting Service
Identit and Access
Services Securit Services Supporting Service
Table +" List of ser1ices pro1ided"
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)" &er1ice Template
[/ne important t#ing in designing a Service Catalogue is to reac# a common
understanding on #ow to identi$y t#e service. In doing so, you can get a
catalogue more reada&le to t#e customer. T#e design varies $rom one company
to anot#er. In t#e e%ample &elow, t#e $ields s#own are t#ose t#at are commonly
used.
T#e Service Catalogue #as two parts" t#e 8usiness Service Catalog and t#e
Tec#nical Service Catalogue. Some companies implement only t#e $irst one and
ot#ers t#e last one. .any companies implement a uni6ue Service Catalogue
wit# &ot# parts wit#in.]
In order to add new services to t#e catalogue, a template must &e de$ined to
ensure a uni$orm view o$ t#e services. T#e template $or doing so is s#own in
Ta&le @. Service Template. Su&stitute te%t in t#e second column $or t#e real te%t
w#en instantiating a new service.
Service
Name
()e agreed name for t)e service0
Service
Description
A 'rief description of w)at t)e service does1 and t)e e2pected
outcomes0
Features Brie3 outline t)e main features and functionalities of t)e service0
Service
Category
Classif t)e service into one of t)e categories previousl agreed0
Categories are important to provides t)e Service Catalog wit) a
)ierarc)ical view of services0
Service
Type
Customer!facing service or supporting service0
A customer!facing service is an I( service t)at is visi'le to t)e
customer0 (pical data to 'e recorded are t)ose connecting to t)e
'usiness1 alt)oug) information from t)e supporting laer can 'e
recorded as well for internal use ' t)e I( service provider0
A supporting service is an I( service t)at is not directl used ' t)e
'usiness1 'ut is re4uired ' t)e I( service provider to deliver
customer facing services 5for e2ample1 a director service or a
'ac+up service60 Supporting services ma also include I( services
onl used ' t)e I( service provider0 (pical information to 'e
recorded are t)ose from t)e supporting laer0
Service
Owner(s)
/ame and contact information of t)e person5s6 wit) t)is role0
Business Service Catalogue
Business
Owner(s)
/ame and contact information of t)e person5s6 wit) t)is role0
Business
Unit(s)
Business unit5s6 to w)ic) t)e service is provided
Business
Impact
*escri'e t)e positive impact of )aving t)e service availa'le and7or
t)e negative impact of t)e opposite0 ()e impact can 'e 4uanti8ed '
t)e num'er of users a9ected1 t)e impact on eac) user1 and t)e cost
to t)e 'usiness0
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Business
Priority
Select from a previousl agreed scale li+e Critical7/one!critical or
Hig)7&edium7Low0
Business
Contacts
/ame and contact information of t)e +e 'usiness person5s6 to 'e
contacted0
Service
evel
!greement
(S!)
It is usuall 'etter to provide a lin+ to t)e document wit) t)e SLA
encompassing t)e I( service0
Service
"ours
%rite )ere t)e agreed time period w)en t)e I( service s)ould 'e
availa'le0
#scalation
Contacts
/ame and contact information of t)e person5s6 to 'e contacted w)en
an escalation procedure is triggered0
Service
$eports
A list of t)e operational reports availa'le for t)e I( service0
Service
$eviews
Fre4uenc of t)e service level review meetings0
Security
$ating
Classif according to t)e securit level of t)e I( service0
$e%uest
Proce&ures
*escri'e )ow t)e service s)ould 'e re4uested0
Pricing an&
C'arge(ac)
$sta'lis) )ow customers are c)arged0
Policies *escri'e an policies governing t)e use of of t)e service0
Tec'nical Service Catalogue
Supporting
Services
List an supporting services on w)ic) t)e I( service depends0
Services
Supporte&
List an service t)is service is supporting0
Con*gurati
on Items
(CI)
List of ot)er CI supporting t)e I( service1 including )ardware1
software1 application and data0
Table -" &er1ice Template"
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4. &er1ice Catalogue
[Add #ere every service wit# t#e $ormat set &y t#e Service Template in t#e
previous section. In t#e e%ample &elow, only one service is included as a
sample. Add as many as you #ave. In t#e &eginning, you can start wit# a $ew
services and later add t#e ot#ers.]
+"! &torage &er1ices
[T#is service is provided as a sample. Add as many as you #ave.]
Service
name
Storage Services
Service
&escription
()e Storage Service provides a ro'ust com'ination of )ardware
and software for managing t)e needs of relia'le storage for t)e
customer:s data and information0
Features
Redundant Storage Area /etwor+ 5SA/6 arc)itecture wit)
iSCSI and Fi're C)annel tec)nologies0
/etwor+ Attac)ed Storage infrastructure supporting
Common Internet File Sstem 5CIFS6 and /etwor+ File
Sstem 5/FS60
*istri'uted File Sstem 5*FS6 /amespace and Replication0
*isaster Recover Support0
Sc)eduled and on!demand 'ac+up0
Information recover and data'ase recover0
Service
category
Hosting Services
Service
type
Customer!facing Service
Service
owner(s)
;o)n *oe
Product &anager ! Service Provider Compan
.o)n0doe<serviceprovider0com
=1 51116 111!1111
Business Service Catalogue
Business
owner(s)
;ane *oe
CI" ! Client1 Compan
.ane0doe<client10com
=1 51116 211!1111
()omas *oe
*irector 0 Client2 "rgani-ation
t)omas0doe<client20org
=1 51116 >11!1111
Business
unit(s)
Client 1 7 Logistics? Client 2 7 All units
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Business
impact
()e customers are deepl a9ected in case a failure in a storage
component e9ect a downtime in t)e availa'ilit of t)eir 'usiness
services0 For a detailed analsis of t)e 8nancial and image costs1
see t)e documents@
5*oe1 A()e Client 1A0 Storage Services0 Business Impact Analsis01
2B1260
5*oe1 A()e Client 2A0 Storage Services0 Business Impact Analsis01
2B126 0
()e Storage Services provide )ig) availa'ilit1 )ig) performance1
)ig) scala'ilit solutions t)at dramaticall increase relia'ilit for
t)e 'usiness services0
Business
priority
Critical
Business
contacts
;ames *oe
Liaison ! Client1 Compan
.ames0doe<client10com
=1 51116 211!1112
Al'ert *oe
Liaison ! Client2 "rgani-ation
al'ert0doe<client20org
=1 51116 >11!1112
Service
level
agreement
(S!)
See t)e documents@
5*oe1 A()e Client 1A0 Storage Services0 SLA01 2B1260
5*oe1 A()e Client 2A0 Storage Services0 SLA01 2B1260
Service
'ours
Services are guaranteed 2C2D2>EF wit) an availa'ilit of GG0GGH0
#scalation
contacts
;o)n *oe
Product &anager ! Service Provider Compan
.o)n0doe<serviceprovider0com
=1 51116 111!1111
;ames *oe
Liaison ! Client1 Compan
.ames0doe<client10com
=1 51116 211!1112
Al'ert *oe
Liaison ! Client2 "rgani-ation
al'ert0doe<client20org
=1 51116 >11!1112
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Service
reports
Availa'ilit Reports0
Capacit Reports0
Service Ac)ievement Reports0
Securit Reports0
Service
reviews
Service review meetings are sc)eduled ever mont) at t)e
customers locations1 in t)e das agreed ' t)e parties@
Security
rating
Hig)
$e%uest
proce&ure
s
Additional storage capacit or c)ange in capacit1 performance or
an ot)er conditions can 'e re4uested ' t)e Business "wners '
means of a Re4uest For C)ange 5RFC60
Pricing
an&
c'arge(ac
)
Pricing is determined '@
(pe of storage allocated0
/um'er of SA/ and7or /A/ ports0
Storage capacit allocated0
/um'er and si-e of replicas across LA/ and %A/0
/um'er and si-e of 'ac+ups0
*ata retention periods0
Policies
See t)e documents@
5*oe1 A()e Client 1A0 Storage Services0 Service Contract01 2B1260
5*oe1 A()e Client 2A0 Storage Services0 Service Contract01 2B1260
Tec'nical Service Catalogue
Supporting
services
*ata Services? /etwor+ Services? Compliance Services? Identit
and Access Services
Services
supporte&
/o
Con*gurati
on Item
(CI)
See t)e report Con8guration Information for t)e Storage Services0
Table 3" &torage &er1ices"
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-" Anne4
[Insert #ere anyt#ing you may li'e to attac# to support t#e document.]
-"! List of Tables
Ta&le C. !e$initions, Acronyms, and A&&reviations........................................................E
Ta&le 4. 8usiness 1nits................................................................................................. F
Ta&le 5. Services Categories.........................................................................................F
Ta&le ;. List o$ services provided...................................................................................G
Ta&le @. Service Template............................................................................................ CB
Ta&le E. Storage Services............................................................................................ C5
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