The document discusses how internal and external service catalogs can be used to provide customers with information about available IT services, including what each service is, how to get support, and pricing. It also outlines how future service catalogs could become more "actionable" by integrating service request forms and workflows to streamline the ordering and delivery of services. The goal is to move beyond basic catalogs to ones that facilitate the entire service lifecycle from request to delivery.

1. Service Catalog 2.0
and beyond

2. Why do customers care about
the service catalog?

3. What is the service and how do I get it?
How do I get support?
How much does it cost?
3 Questions

7. Internal Service Catalog
External Service Catalog
Line of Visibility
Clients ITS Service Providers
Services
Data
What is it and how do I get it?
How do I get support?
How much does it cost?
What is it, who provides it, and
how do we provide it?
Who provides support and how?
What is the service level we
need to meet?
How much does it cost?
How much do we charge?
How can we improve the service?
What is the future plan for the
service?

8. Internal Service Catalog
Features & Functions
Process
Documentation
Training Materials
Service Level Info
SLAs / OLAs
Monitors
Software
Standards
Cost & Pricing
Service Support
Escalation Info
Tools
Metrics / KPIs
Service Health
Marketing /
Promotions
Service Roadmap
Service Team
Policies & Guidelines
Related Projects
Service Requests
Problems
Change Requests

9. Actionable Service Catalog
The Service Catalog as a service delivery conduit
Service Catalog X.0 (someday...)

10. Service Catalog
Request Form
Order Information
Service Delivery Process/Workflow

11. The Service Catalog as an actionable catalog
Service Catalog
Request Form
Order Information
Service Delivery Process/Workflow