A service catalog is a document that contains structured and detailed information with the descriptions of services provided, their identification labels, ownership and liability, and the costs affiliated with them. The procedure to ask for any service and the steps to the stated service’s delivery are mentioned in the catalog. It also consists of the escalation points, contacts, and Service Level Agreement (SLA) data. Service Catalog Management consists of catalog processing, updating of information and making sure that it is accurate. It aims at providing exact and precise information on the services that are undertaken whenever needed. It gives an overall picture of the available services for future references.
The two types of service catalogs are-
1. Business (Customer) service catalog- contains details of the IT services provided to the customers and their relation to the business units and business processes.
2. Technical (Supporting) service catalog- provides the list of supporting IT services along with the customer-faced ones and the configuration items.
The activities relevant to Catalog Management services include-
· To create and maintain a service catalog.
· To provide a pivoted interface for the users to make service requests.
· To make the platform user-friendly.
· To make sure that the information is authentic and that both parties agree on it before filing it.
· To maintain the service balance between the information providers and the customers.
· To make sure that the Service Portfolio Management agrees on the contents of the service portfolio and service catalog.
· To organize and conjoin the business and the IT service continuity management to create transparent links between the business processes and IT services.
· To interface with the business relationship management and service level management so that the information processed is in accordance with both, the business and its processes.
· To bring in order all the involved parties along with the support teams for service assets and configuration management so that the relationship among the supporting services, constituent units, and the configuration items is explained and is explicitly transparent for further catalog management services.
The various catalog processing activities need to be extremely precise as any inaccurate data may cause errors in the functioning. The detailed updating of the catalog from time to time reduces the risk of such errors and makes sure that the catalog is ready for use. To achieve this, the required tools and resources for carrying out the management task efficiently must be available.