IT Service Catalog

Streamline IT Service Requests & Delivery

What is an IT service catalog?

An IT service catalog is a centralized, user-friendly directory of all sanctioned IT services offered to your organization.
It goes beyond a simple list, providing essential details for each service, including:

• Clear, business-focused service descriptions.
• Defined approval processes and responsible personnel.
• Expected delivery timelines and Service Level Agreement (SLA) objectives.
• Associated costs or chargeback information.

By acting as a “single source of truth,” it bridges the gap between IT capabilities and end-user needs, transforming how services are requested and delivered.

Two Core Types of Service Catalogs

1. Business Service Catalog:

The end-user-facing view. It lists commercially described IT services such as new employee onboarding (laptop, software), collaboration tool requests, or access management.

2. Technical Service Catalog:

The foundation of backend operations. It details the supporting technical services required to deliver business services, like server provisioning, automated software patching, or network security upgrades.

Key Benefits: Why You Need an IT Service Catalog

Standardize & Simplify Requesting:

Eliminate confusion and shadow IT by providing a clear, approved menu of services.

Enhance User Experience:

Offer an intuitive, “shopping-style” interface through a self-service portal, boosting adoption and satisfaction.

Improve IT Efficiency

Offer an intuitive, “shopping-style” interface through a self-service portal, boosting adoption and satisfaction.

Gain Control & Transparency:

Track costs, measure performance against SLAs, and provide real-time request status to users.

ITSM Service Catalog
Best Practices for Maximum Impact

Clear Service Description

Use concise, non-technical language that aligns with business needs. Focus on the user’s outcome, not the technical process.

Designated Service Owner

Clearly identify the Service Manager or responsible team for accountability, escalation, and continuous service improvement.

Targeted Service Visibility

Configure service visibility to present only relevant, entitled services to specific user groups (by department, role, location), simplifying the portal.

Defined Service Level Objectives

List explicit SLA key indicators like resolution time, availability, and performance metrics to set clear expectations and enable measurement.

Structured Approval & Notification

Develop multi-stage approval workflows, escalation paths, and notification rules to automate governance and keep all stakeholders informed.

Transparent Cost Management

Indicate revant fees or cost centers to promote accountability and provide insights into IT service consumption and value.

Streamline Design & Publishing of IT Services

Accelerate your time-to-value by creating a comprehensive catalog in minutes. Leverage drag-and-drop template builders within modern ITSM platforms to model diverse services effortlessly.

Associate powerful workflows—including SLAs, multi-tiered approvals, and automated tasks—to ensure consistent and efficient execution.

Access a library of pre-built, customizable service request templates for common needs, drastically reducing configuration effort.

Enable your service desk technicians with structured processes, making their work more predictable and manageable.

Capture the precise information required for any service or incident using customizable templates

Drive a Compelling User Experience with Self-Service

Transform your service portal into a powerful productivity tool.

Deliver a personalized catalog experience by dynamically showcasing services based on a user’s role, department, or entitlements.

Promote self-help and operational efficiency by empowering users to create, track, and manage requests on-the-go.

Foster transparency and trust with proactive, step-by-step notifications that keep requesters informed.

Provide 24/7 anywhere access to services, significantly reducing ticket volume and freeing IT resources for complex issues.

Provide a role-based access to the various services in the service catalog

Automate for Efficiency & Optimize Service Delivery

Move beyond manual coordination and embrace intelligent automation.

Integrate catalog requests with automated workflows to trigger downstream actions in CMDB, procurement, or DevOps tools.

Optimize resource allocation and service delivery speed by eliminating bottlenecks and manual handoffs.

Capture critical data for analytics on service demand, cost, and performance, enabling data-driven decisions for IT optimization.

Fast-track your services with multi-stage automated approvals

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No. 1256 Caoyang Road, Putuo District, Shanghai