Service Catalogue Template

Generic Service Catalogue template
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Author
Steve Lawless
Date
21st February 2012
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Title
Date of Issue
Version
Service name
Service description
The name of the customer facing service as known to your customer.

A basic description of what the service does, and what the deliverables
and outcomes are.
Service type
Depends on the categorisation structure you have established for your

serve catalogue.
21st February 2012
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Supporting services
List any supporting services.

A supporting service is an IT service that is not directly used by the
business, but is required by the IT service provider to deliver customerfacing services (for example, a directory service or a backup service).
Supporting services may also include IT services only used by the IT
service provider.
Also include information about the supporting service(s) relationship to
the customer-facing services
Business owner(s)
Name and Job title

Its best to also include the business owners email address and contact
number
Business unit(s)
Official business unit name

A business unit is a segment of the business that has its own plans,
metrics, income and costs.
Service owner(s)
Name and Job title, email address and contact number

A service owner is responsible for managing one or more services
throughout their entire lifecycle.
Business impact
Describe what would be the impact of not having this service available.
Business impact is typically based on the number of users affected, the
duration of the downtime, the impact on each user, and the cost to the
business (if known).
It may be easier to describe the positive business impact of the service
being available.
Business priority
A category level (e.g. Critical versus None-critical or High, Medium, Low)
Service level agreement
This can be a hyperlink to the full SLA

An SLA is an agreement between an IT service provider and a customer.
It describes the IT service, documents service level targets, and
specifies the responsibilities of the IT service provider and the customer.
A single agreement may cover multiple IT services or multiple customers
or may be a corporate SLA covering many services and customers.
Service hours
For example, MondayFriday 08:00 to 17:00 except public holidays.

Defined as an agreed time period when a particular IT service should be
available. The service hours will also be defined in the service level
agreement.
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Business contacts
This is where you can document the key business contacts, maybe by
location. For example, branch managers, department heads who may
need to be contacted.
Escalation contacts
Typically name, email address and phone number of those in the defined
escalation path in business and IT
Service reports
A list of the operational reports available for this particular service.

May also include:
Service achievement reports
Operational reports. Typically produced frequently (weekly or
perhaps even more frequently).
Exception reports. Typically produced whenever an SLA has
been broken (or threatened, if appropriate thresholds have been
set to give an early warning).
Periodic reports. These are typically produced and circulated to
customers (or their representatives) and appropriate IT
managers a few days in advance of service level reviews, so
that any queries or disagreements can be resolved ahead of the
review meeting. May include a SLA monitoring (SLAM) chart at
the front of a service report to give an at-a-glance overview
Periodic reports are typically synchronized with the reviewing
cycle.
These reports will be defined in detail in the full SLA.
Service reviews
Describe when and where they occur and the frequency of the review
meeting.
A service review meeting is where Service level management reports on
service levels, reviews achievements, breaches and near misses and
identifies required improvements with customers.
Security rating
Dependent upon your organisations security rating criteria
21st February 2012
Version 1.0
Page 3

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Generic Service Catalogue template

21st February 2012

Date of next revision:

This document requires the following approvals.

This document has been distributed to:

The name of the customer facing service as known to your customer.

Depends on the categorisation structure you have established for your

Generic Service Catalogue template

List any supporting services.

Name and Job title

Official business unit name

Name and Job title, email address and contact number

A category level (e.g. Critical versus None-critical or High, Medium, Low)

Service level agreement

This can be a hyperlink to the full SLA

For example, MondayFriday 08:00 to 17:00 except public holidays.

Generic Service Catalogue template

A list of the operational reports available for this particular service.

Dependent upon your organisations security rating criteria

21st February 2012

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