How do you create an IT service catalog?

2 Identify your IT services

The next step is to identify and categorize your IT services according to the needs and expectations of your customers. You can use different frameworks and methods to define your IT services, such as ITIL, COBIT, or ISO 20000. A common approach is to distinguish between business services and technical services. Business services are the IT services that directly support the core functions and processes of your organization, such as email, payroll, or CRM. Technical services are the IT services that enable and underpin the delivery of business services, such as network, storage, or security. You should also consider the level of detail and granularity that you want to include in your IT service catalog, depending on the complexity and diversity of your IT services.

3 Describe your IT services

Once you have identified and categorized your IT services, you need to describe them in a clear and consistent way. To do this, you should use a standard template or format to document the key information and attributes of each IT service. This should include the service name, a brief description of what it does, the service owner, the expected level of quality or performance, the cost (if applicable), and the process for requesting or accessing the service. This will help ensure that customers are aware of what they are getting and can make informed decisions when selecting an IT service.

4 Publish and promote your IT service catalog

After you have described your IT services, you need to publish and promote your IT service catalog to your customers and stakeholders. You should choose a suitable platform and format to present and distribute your IT service catalog, such as a website, a portal, a brochure, or a PDF. You should also ensure that your IT service catalog is accessible, searchable, and user-friendly, so that your customers can easily find and understand the IT services that they need. Moreover, you should communicate and market your IT service catalog to your customers and stakeholders, using various channels and methods, such as emails, newsletters, webinars, or workshops. You should highlight the value proposition and benefits of your IT service catalog, as well as solicit feedback and suggestions for improvement.

5 Maintain and update your IT service catalog

Creating your IT service catalog is not a one-time project, but an ongoing process. You need to maintain and update your IT service catalog regularly, to reflect the changes and developments in your IT services, as well as the needs and expectations of your customers. You should establish a governance and review mechanism to monitor and evaluate the performance and effectiveness of your IT service catalog, using various indicators and measures, such as customer satisfaction, service usage, service quality, or service cost. You should also collect and analyze the feedback and input from your customers and stakeholders, to identify the gaps and opportunities for enhancing your IT service catalog. You should implement the necessary changes and improvements to your IT service catalog, and communicate them to your customers and stakeholders, to ensure that your IT service catalog remains relevant, accurate, and valuable.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?