How to create an effective ITIL service catalog in 7 steps

What is a service catalog?

An IT service catalog is the single source of accurate information on all IT services offered by an organization's IT department.

What are the benefits of using a service catalog?

An effective service catalog:

• Streamlines communication with end users.
• Standardizes service delivery across the organization.
• Optimizes service delivery costs.
• Amplifies self-service capabilities.
• Contributes to continual service improvement.

How to build a service catalog?

Step 1: Study business objectives and identify your stakeholders

Start off by answering the following questions:

• What are your business's goals?
• Who are the stakeholders?
• What are their service requirements?

Step 2: Define and categorize the service offerings

• Take stock of all the services offered by the IT department, the underlying workflows that support these services, and the associated turnaround time.
• Proper categorization makes it easier for end users to find and request the services they need.

Step 3: Create service-specific SLAs and workflows

Create service-specific SLAs and define fulfillment workflows. Setting realistic fulfillment mandates is key to ensure smooth service delivery.

Step 4: Organize your service fulfillment strategy

• Create support groups for every service.
• Designate service owners for all services.
• Map the appropriate workflows for all the service offerings. If a service offering involves approvals, notify the appropriate approvers.

Step 5: Design your catalog

• Create a service catalog that is visually appealing to end users.
• All attributes of the service offering, such as costs, availability, and expected date of fulfillment, should be displayed upfront.
• Avoid long forms ; implement dynamic forms that are driven by condition-based actions.
• Provide end users with the ability to track the request's status.
• Implement and test it as a closed beta.

Step 6: Publish the service catalog and integrate it with
the self-service portal

• Integrate it with the self-service portal - Apply keywords and the list the most popular services on top.
• Make it accessible from different platforms and channels, such as mobile apps, email, and web forms.
• Implement the catalog for one department or service category initially, then extend it to other departments based on the feedback received from stakeholders.

Step 7: Practice continual service improvement

Monitor key performance indicators (KPIs) to improve the effectiveness and efficiency of your service catalog.

• Technician productivity.
• Overall service desk productivity.
• Number of requests in the backlog.