Service Catalog Template
Implement Tool

Introduction: How to Use This Tool

Use the Service Catalog Template to document the organizations services either internally, to business stakeholders or end users.

This template is filled with examples of a service catalog, designed for IT and business stakeholder consumption. Adjust language accordingly to suit your service catalog audience. Remember to delete the Info-Tech header or replace it with your company logo, and delete these instructions.

<company name>

Service Catalog

Table of Contents

Revision History

Introduction

Network & Wireless Services

VoIP Services

Desktop Services

E-Mail & Collaboration Services

Business Application Development & Implementation Service

Business Application Maintenance & Support Services

Development Support Services

System Testing Services

Database Management Services

End-User Reporting Services

Integration Services

Storage Services

Server Solution Services

Service Desk Support Services

Security Services

Security Audit & Monitoring Report Services

Print & Imaging Services

Data Operations Services

Project Management Services

Business Analysis Services

IT Management Services

Revision History

Date / Author / Description of Change
October 30, 2010 / Info-Tech Research Group / Original Document

Introduction

  1. Service Name (Nama Layanan)
  • Official company nomenclature (in-house applications)
  • COTS – self explanatory
  1. Service Type (Tipe Layanan)
  • Service type is either internal or external
  • Internal service is any service delivered by IT but that is not user-facing
  • External service is any service delivered by IT to other business units
  1. Description (Deskripsi dari layanan)
  2. Describes the scope of the IT service
  3. Gives a brief overview of the function and capabilities of the service
  4. Mentions at a high level the applications, systems, business units, or departments to which the service is delivered
  1. What IT Provides (Hal-hal apa saja yang disediakan oleh IT)
  • Includes the scope of IT deliverables
  • Includes hardware, software, and other asset types provided as part of the service
  • Hardware: Does not include number of items, makes, or models
  • Software: Does not include licensing information
  • Includes tasks performed by IT staff during service delivery
  • Includes staffing support and roles
  1. What IT Needs to Do to Deliver Service (Apa yang harus dilakukan oleh IT untuk menyampaikan layanan tersebut)
  • Includes a high-level list of tasks performed during service delivery
  • Includes a high-level list of work performed during service delivery
  1. Investments Used (Investasi yang digunakan)
  • IT investments and/or capital used to deliver the service
  • Includes infrastructure components
  • Includes enterprise applications
  • Includes back-end applications/resources
  1. Cost to Serve (Biaya yang timbul untuk layanan)
  2. Overall cost to provide the service
  3. May include monthly costs, per unit costs, salary costs, third-party charges, etc. (wherever applicable)

Network & Wireless Services

Service Name / Service Type
Network and Wireless Services / Internal
Description
High-speed data connections from organization’s office locations to the data centerand to the Internet
What IT Provides / What IT Needs to Do to Deliver Service
  • Wired connection from most desks and
  • Wireless connections in all office locations
/
  • Procurement
  • Equipment installation
  • Carrier relations
  • Network Monitoring
  • Maintenance and repair

Investments Used / Cost To Serve
  • Routers and switches
  • Network monitoring software
/
  • Network Manager
  • 5 network technicians

VoIP Services

Service Name / Service Type
Telephone and video conferencing services / External
Description
Voice services, phone mail and video conferencing services in selected conference rooms
What IT Provides / What IT Needs to Do to Deliver Service
  • local and long-distance voice services
  • video conference facilities linking the organization’s office locations
/
  • Procurement
  • Installation of equipment
  • Maintenance of equipment

Investments Used / Cost To Serve
  • Cisco Call Manager
  • Acme Audio-Video conference boxes
  • Samsung TV Monitors
/
  • Telecomm Manager
  • 3 Network Technicians

Desktop Services

Service Name / Service Type
Desktop Services / External
Description
The supply, maintenance and support of desktop and laptop computers
What IT Provides / What IT Needs to Do to Deliver Service
  • A desktop or laptop for each employee depending on role
  • Standard Windows operating system
  • Standard enterprise software
  • Regular updates to software
  • Maintenance, repair or replacement of devices
/
  • Procurement
  • Equipment configuration
  • Connection of desktop and laptop equipment
  • Repairs
  • Upgrade of software

Investments Used / Cost To Serve
  • System management software
  • Incident tracking system
/
  • Desktop Manager
  • 5 desktop technicians

E-Mail & Collaboration Services

Service Name / Service Type
E-mail and Collaboration Services / External
Description
Access to internal and external e-mail communications. Includes collaboration and information-sharing tools and methods. This is a company-wide service available to all employees. This service is also extended to mobile and remote workers.
What IT Provides / What IT Needs to Do to Deliver Service
  • Access to MS Exchange mailboxes via MS Outlook or OWA
  • Mobile access to above via BlackBerry devices
  • Archived storage of older messages
  • Central repository for shared information and files
/
  • E-mail server
  • Mailbox storage
  • Security and secure access via AD, anti-spam
  • Network connectivity (i.e. via LAN, WAN, VPN)
  • Message archiving and long-term storage, retention, deletion policies

Investments Used / Cost To Serve
  • MS Exchange server
  • BlackBerry Enterprise Server 5.0
  • CheckPoint VPN
  • HP EVA Storage Array
  • Intrusion prevention services (spam, anti-virus, etc.)
/
  • here

Business Application Development & Implementation Service

Service Name / Service Type
Business Application Development and Implementation Service / External
Description
IT will develop new apps or integrate purchased apps by following our Strategic Methodology, following a well defined project management approach. Projects will be staffed from IT, with a Project Manager from within the Project Office. These projects will be selected and prioritized by Senior Management following the portfolio management process.
What IT Provides / What IT Needs to Do to Deliver Service
  • New or major application releases
  • Major Application enhancements
  • Medium Application Enhancements with a fixed date
/
  • Systems Analysis and Design
  • Code Development and Unit Testing
  • System Testing Service
  • Database Design and Development
  • Integration
  • Training for end users and IT staff
  • Implementation Planning
  • Quality Assurance
  • Problem Management
  • Change Management

Investments Used / Cost To Serve
  • Development tools
  • Code library management software
  • Automated testing software
  • Time-tracking software
/
  • Portfolio Manager
  • Resource Manager
  • 13 Resources
  • Portion of DBMS
  • Portion of Development Services

Business Application Maintenance & Support Services

Service Name / Service Type
Business Application Maintenance and Support / External
Description
IT supports existing Corporate Applications. If there are defects in these applications or minor enhancements required to maintain current Business Processes, these changes will be made under our Support Methodology, following well-defined processes. These defects will be reported through the Service Desk, assigned and completed by following the Application Support Request (ASR) process.
Major enhancements or Business Process change are handled under other IT Services.
What IT Provides / What IT Needs to Do to Deliver Service
  • Business Applications meeting currently defined functionality
  • Minor Enhancements to current Business Applications
/
  • Minor Business Analysis, Systems Analysis and minor design changes
  • Code Development and Unit Testing
  • System Testing Service
  • Regression Testing
  • Minor Database Changes
  • Performance Issue resolution
  • Integration changes
  • Incident Management
  • Problem Management
  • Change Management

Investments Used / Cost To Serve
  • Development tools
  • Code library management software
  • Automated testing software
  • Time-tracking software
/
  • Portfolio Manager
  • Resource Manager
  • 12 Resources
  • Portion of Development Services
  • Portion of DbMIS services

Development Support Services

Service Name / Service Type
Development Support Services / Internal
Description
This is an internal service to support developers in performing their tasks. This group will be the contact between IT vendors such as Oracle, be involved with IT upgrade projects and research development tools or services as directed by Management, often in partnership with the Technical Architects. This group will also provide first level support on development environment issues and will work with Corporate Infrastructure to resolve any problems.
What IT Provides / What IT Needs to Do to Deliver Service
  • Support for
  • Development tools
  • Code library management software
  • Automated testing software
/
  • Tool skills
  • Incident Management
  • Problem Management

Investments Used / Cost To Serve
  • Development tools
  • Code library management software
  • Automated testing software
/
  • 3 Dev. Support Analysts
  • Portion of Dev. Services Manager
  • Portion of LAB costs

System Testing Services

Service Name / Service Type
System and Regression Testing Services / Internal
Description
The System Test Group will provide system level and/or regression testing for changes made under the Business Application Implementation and Support Services. These resources will be assigned to strategic projects and to support changes, based on the impact of the change and availability of resources.
What IT Provides / What IT Needs to Do to Deliver Service
  • System Test Results
  • Regression Test Results
  • Defect Listings
/
  • System Testing skills
  • Regression Testing skills
  • Test Planning
  • Test Execution
  • Defect tracking

Investments Used / Cost To Serve
  • Automated testing tools
/
  • 5 System Testers
  • Testing Environments
  • Portion of Dev. Services Manager

Database Management Services

Service Name / Service Type
Database Management and Middleware Services / Internal
Description
Database Management, Middleware and Integration Services support the management of Data within Oracle and SQL Server databases as well as supporting Oracle Middleware technologies.
What IT Provides / What IT Needs to Do to Deliver Service
  • Oracle DBA services
  • DB Monitoring
  • DB Performance analysis
  • DB Design
  • Oracle Application Server support
  • Appworx software support
  • OBIEE support
  • SQL Server Support
/
  • Oracle DBA skills
  • Appworx technical skills
  • OBIEE technical skills
  • SQL Server skills
  • Oracle Application Server skills
  • Problem Management
  • Change Management
  • Incident Management

Investments Used / Cost To Serve
  • Oracle DBMS
  • SQL Server
  • Appworx server application
  • Incident Monitor
/
  • 4 DBAs
  • Middleware specialist

End-User Reporting Services

Service Name / Service Type
End-User Reporting Services / External
Description
IT will support End User reporting done in the Business Units, perform any technical tasks related to End User Reporting tools and will create End User Reports as requested.
What IT Provides / What IT Needs to Do to Deliver Service
  • End User Reports
  • Support to Business creating their own reports
  • Technical Support for End User Reporting environment
/
  • Systems Analysis
  • Problem Management
  • Business Intelligence tool development skills
  • Database Expertise
  • Data Modeling knowledge
  • Performance Monitoring

Investments Used / Cost To Serve
  • Business Intelligence and Analysis Tools
/
  • End-User Reporting Specialist
  • Portion of Database Management service

Integration Services

Service Name / Service Type
Integration Services / Internal
Description
This service supports the integration of data between Business Applications and major databases
What IT Provides / What IT Needs to Do to Deliver Service
  • Integration design and support
/
  • Integration Analysis and Design
  • Data conversion
  • Database specification

Investments Used / Cost To Serve
  • Database System
/
  • Integration Technical Architect

Storage Services

Service Name / Service Type
Data Storage / Internal
Description
IT provides data storage for both active and archived data, and facilities for retrieval of archived data
What IT Provides / What IT Needs to Do to Deliver Service
  • Data storage capacity for active data that is mirrored at an off-site facility to avoid data loss
  • Off-site storage of archived data, available on-line
/
  • Procurement
  • Capacity Planning
  • Equipment and data integrity monitoring

Investments Used / Cost To Serve
  • Disk storage equipment at the data center
  • Disk storage equipment at the off-site location
  • 2 independent high-speed network connections between the data center and the off-site location
/
  • 2 Storage technicians

Server Solution Services

Service Name / Service Type
External
Description
Includes all server-based applications
What IT Provides / What IT Needs to Do to Deliver Service
  • here
/
  • here

Investments Used / Cost To Serve
  • here
/
  • here

Service Desk Support Services

Service Name / Service Type
External
Description
Here
What IT Provides / What IT Needs to Do to Deliver Service
  • here
/
  • here

Investments Used / Cost To Serve
  • here
/
  • here

Security Services

Service Name / Service Type
Internal
Description
Here
What IT Provides / What IT Needs to Do to Deliver Service
  • here
/
  • here

Investments Used / Cost To Serve
  • here
/
  • here

Security Audit & Monitoring Report Services

Service Name / Service Type
External
Description
Here
What IT Provides / What IT Needs to Do to Deliver Service
  • here
/
  • here

Investments Used / Cost To Serve
  • here
/
  • here

Print & Imaging Services

Service Name / Service Type
External
Description
Here
What IT Provides / What IT Needs to Do to Deliver Service
  • here
/
  • here

Investments Used / Cost To Serve
  • here
/
  • here

Data Operations Services

Service Name / Service Type
Internal
Description
Includes data center operations, facilities, recovery, and availability.
What IT Provides / What IT Needs to Do to Deliver Service
  • here
/
  • here

Investments Used / Cost To Serve
  • here
/
  • here

Project Management Services

Service Name / Service Type
External
Description
Here
What IT Provides / What IT Needs to Do to Deliver Service
  • here
/
  • here

Investments Used / Cost To Serve
  • here
/
  • here

Business Analysis Services

Service Name / Service Type
External
Description
Here
What IT Provides / What IT Needs to Do to Deliver Service
  • here
/
  • here

Investments Used / Cost To Serve
  • here
/
  • here

IT Management Services

Service Name / Service Type
Internal
Description
Includes portfolio management, ITSM, and governance.
What IT Provides / What IT Needs to Do to Deliver Service
  • here
/
  • here

Investments Used / Cost To Serve
  • here
/
  • here

______

Info-Tech Research Group tools and template documents are provided for the free and unrestricted use of subscribers to Info-Tech Research Group services. These documents are intended to supply general information only, not specific professional or personal advice, and are not intended to be used as a substitute for any kind of professional advice. Use this document either in whole or in part as a basis and guide for document creation. To customize this document with corporate marks and titles, simply replace the Info-Tech Information in the Header and Footer fields of this document.

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