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How do you handle changes and updates to your service catalog without disrupting your IT service delivery?

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A service catalog is a key component of IT service management (ITSM) that defines the services, products, and processes that your IT organization offers to its customers. However, your service catalog is not a static document that you can set and forget. It needs to be regularly updated and changed to reflect the changing needs, expectations, and capabilities of your IT organization and its customers. How do you handle changes and updates to your service catalog without disrupting your IT service delivery? Here are some best practices to follow.

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Krunal Barot

Supervisor IT Infrastructure Systems || Data Center operations || IT Infrastructure Administrator || C# Corner MVP ||…
Rattan Muradia

Digital and Service Executive Advisor - CBAP; CBRM; ITIL V3 Expert, ITIL 4 Strategic Leader, PROSCI Certified…

1 Assess the impact of changes

Before you make any changes to your service catalog, you need to assess the impact of those changes on your IT service delivery. You need to consider how the changes will affect your existing services, customers, resources, costs, risks, and compliance. You also need to evaluate the benefits and value of the changes for your IT organization and its customers. You can use tools such as business impact analysis (BIA), cost-benefit analysis (CBA), and risk assessment to help you with this process.

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Rattan Muradia

Digital and Service Executive Advisor - CBAP; CBRM; ITIL V3 Expert, ITIL 4 Strategic Leader, PROSCI Certified, Professional Cloud Service Manager, Certified Product Manager
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Changes to the service catalogue would normally be preceded by updates to the service portfolio. Portfolio management process in combination with the change management process would assess the possible impacts on other services, operations, resources, systems etc.

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Luigi F.

ITSM & IT Security Expert | Optimizing Service Management & Security for Fintech, Telecom & Managed Services | Host of The ITSM Practice Podcast
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My checklist: 1. Plan: Prepare and outline changes beforehand. 2. Test: Try changes in a controlled environment. 3. Notify: Inform IT teams and users about updates. 4. Time: Implement updates during low-usage times. 5. Backup: Regularly back up catalogue data. 6. Step-by-step: Make changes incrementally. 7. Monitor: Watch performance post-update. 8. Rollback: Have a plan to revert if needed. 9. Feedback: Gather input for future improvements.

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Anatol Blass

Precision Medicine and Technology Advocate
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In my experience it's vital to assess the overall posture of the environment and evaluate what changes are going on in the same time frames, what change strategies have succeeded, and use that information to determine what will be your change strategy. Will it be a big bang approach with the new service replacing the old one in one quick motion, if so that requires a lot of intensive training and creating a optimized support model for the big day. Will it be incremental, piloted, and/or based on workflows over time? That requires a different staffing, training, communication, and support/services approach.

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Muhammad Nur Ihsan

IT Business Partner | IT Manager | Service Delivery Manager | Technology Consultant
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Always follow available documentation; - Changes will impact to one or many other processes - Have a trial or early adopter mode for group of IT people - Do a regular updates during early adopter mode and communicate it well for any big changes - Define time range of changes - Prepare rollback if changes were failed or negative impact caused from changes - Finalizing changes with feedback and improvement on another changes

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2 Follow a change management process

Once you have assessed the impact of the changes, you need to follow a change management process to ensure that the changes are planned, approved, tested, implemented, and communicated in a controlled and consistent manner. You need to follow the ITIL best practices for change management, which include defining the roles and responsibilities of the change authority, the change manager, the change owner, and the change advisory board (CAB). You also need to categorize the changes according to their urgency, impact, and risk, and follow the appropriate change model for each category.

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Krunal Barot

Supervisor IT Infrastructure Systems || Data Center operations || IT Infrastructure Administrator || C# Corner MVP || Author C# Corner || Speaker
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Documents the current process you want to change. Check if the process allows to run user acceptance test or process pilot between different user functions to capture the end result of the process. Document the outcome of UAT and pilot. Verify with your plan and update the plan version to match the New results.

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3 Update your service catalog documentation

After you have implemented the changes, you need to update your service catalog documentation to reflect the changes. You need to ensure that your service catalog is accurate, complete, and consistent with your IT service delivery. You need to update the service descriptions, service levels, service costs, service availability, and service dependencies for each service in your catalog. You also need to update the service portfolio, which is the complete set of services that your IT organization manages across their lifecycle.

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4 Communicate the changes to your stakeholders

Finally, you need to communicate the changes to your stakeholders, including your IT staff, your customers, and your suppliers. You need to inform them about the reasons, benefits, and impacts of the changes, as well as the expectations and responsibilities of each stakeholder. You need to use different communication channels and methods depending on the audience and the message. You also need to solicit feedback and monitor the satisfaction and performance of the changed services.

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5 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?

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Chinedu Godwin

Founder & CEO at Vibeys AI | AI & Automation Expert | Tech Entrepreneur
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Effectively handling changes to a service catalog without disrupting IT service delivery involves a systematic approach. This includes comprehensive planning and review of changes, and applying a standardized change management process. Communication with stakeholders about planned changes and potential impacts is vital. Coordinating with IT operations can help implement changes at optimal times, reducing service disruption. Prior to rolling out changes, thorough testing should be conducted to avoid unexpected problems. Post-implementation, it's important to monitor the updated service's performance, gather feedback, and conduct a review for ongoing improvement. Maintaining a balance between necessary change and minimal disruption is key.

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How do you handle changes and updates to your service catalog without disrupting your IT service delivery?

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1 Assess the impact of changes

2 Follow a change management process

3 Update your service catalog documentation

4 Communicate the changes to your stakeholders

5 Here’s what else to consider

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