Service Catalog Management Scope

The scope of this process is to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment. This includes such tasks as:

* Definition of the service (what is being provided?)
* Production and maintenance of accurate Service Catalog information
* Development and maintenance of the interfaces and dependencies between the Service Catalog and Service Portfolio, ensuring consistency between the two items
* Identification and documentation of the interfaces and dependencies between all services (and supporting services) within the Service Catalog and Configuration Management System (CMS)
* Identification and documentation of the interfaces and dependencies between all services, supporting components and Configuration Items (CIs) within the Service Catalog and the CMS.

Depending on the number and complexity of services offered, the size of the customer and end user population and what objectives have been defined for the process, these activities and items may have little or a great deal of reliance on technology to be effective.

Once the definition of services and their interfaces is finalized, the knowledge and information of the Service Catalog is logically divided into two aspects:

A Business Service Catalog: Which contains details of all the IT services defined in the context of customers, together with relationships to the business units and the business process they support. This information is utilized to form the customer view of the Service Catalog, using appropriate communication (language, use of business terminology, not overly technical) to ensure its effectiveness. In cases where the customer is an IT organization themselves then the technical level of detail provided should be appropriately expanded.

A Technical Service Catalog: Also contains details of all the IT services delivered to the customer, but by comparison, the Technical Service Catalogue includes records of the relationships that exist with other supporting services, shared services, components and Configuration Items necessary for the delivery of the service to the business. The Technical Service Catalog should underpin the Business Service Catalog, and is not always be visible to customers and users, unless specifically requested. In many cases the Technical Service Catalog itself is formed largely by the information contained within the Configuration Management System.