The 7-step process to creating an effective service catalog includes: STEP 1 - Select the right team and achieve buy-in from senior staff and IT. STEP 2 - Consider all possible services IT provides and list them in business terms. STEP 3 - Get input from service users through workshops and define support levels. STEP 4 - Identify support levels and which teams support each service. STEP 5 - Review support services and levels and include any costs. STEP 6 - Produce both a customer-focused and technical view of the service catalog. STEP 7 - Establish a change management process and review the catalog regularly.

1. 7 Steps to Creating an
Effective Service Catalog
Is a Service Catalog a “must have” or a “nice-to-have”?
A Service Catalog documents every service you provide and builds contracts with your customers.
It’s a fundamental part of service delivery. Here are the key steps, and the obstacles you my face,
in creating and managing an effective Service Catalog.
Select the right
team to create the
Service Catalog.
STEP 1
Achieve
“buy-in” from
senior staff and
service delivery
teams.
Make
stakeholders
aware of
intentions and
desired
results.
What can IT
provide? What
does IT provide?
What’s in scope?
STEP 2
Leave
nothing to
chance.
Consider
absolutely
everything.
Speak with
1st, 2nd and
3rd line
support.
List the
services in
business
terms.
Group
services into
Service
Categories.
Define
support
available.
STEP 3
Gain
consensus
from service
users.
Set-up
workshops.
Get a view of
required
support per
service.
Monitor
and manage
customer
expectations.
Establish who
supports each
service and
which team(s)
provides
support.
Which IT
service owner
manages the
service?
STEP 4
Identify the 1st,
2nd and 3rd levels
of support. List
the support
provided.
Specify the
Service Catalog
issue date and
updated dates.
Add-in any
costs for a
service and/or
service delivery.
STEP 5
Review
supporting
services and
levels of support
provided.
Back up this
decision with
evidence.
Explain why
the service
cannot
be met.
Produce a
Customer View
Service
Catalog.
STEP 6A
Highlight
information
relevant to the
business.
Include key
details about
the product/
service.
Keep it
brief and to
the point.
Market it to
your business
customers.
OBSTACLE:
Not a
customer-friendly
document.
Work with your
marketing team.
Produce a
Technical View
Service
Catalog.
STEP 6B
Include
information
relevant to IT
and service
providers.
Agree to the
process to review
and update the
Service Catalog.
STEP 7
Outline
the change
management
process.
Review
the Service
Catalog in line
with OLAs and
SLAs.
OBSTACLE:
Consensus
not gained.
OBSTACLE:
Too much
“techy” talk.
Retire a
service based
on feedback
from support
services.
OBSTACLE:
Objections
to service
retirement.
Know why a
Service Catalog
is crucial.
© 2015 Cherwell Software, Ltd. All Rights Reserved. Cherwell Service Management®
and the Cherwell logo are trademarks or registered trademarks of
Cherwell Software, LLC., in the U.S. and may be registered or
pending registration in other countries.
All other marks are the property of their respective owners.
OBSTACLE:
What do you
mean “cost”?
OBSTACLE:
Buy in not as
expected. Set up
meetings and
resolve issues.
5
6A
6B
7
1
2
3
4