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Create an IT View of the Service Catalog

Unlock the full value of your service catalog with technical components.

  • Organizations often don’t understand which technical services affect user-facing services.
  • Organizations lack clarity around ownership of responsibilities for service delivery.
  • Organizations are vulnerable to change-related incidents when they don’t have insight into service dependencies and their business impact.

Our Advice

Critical Insight

  • Even IT professionals underestimate the effort and the complexity of technical components required to deliver a service.
  • Info-Tech’s methodology promotes service orientation among technical teams by highlighting how their work affects the value of user-facing services.
  • CIOs can use the technical part of the catalog as a tool to articulate the value, dependencies, and constraints of services to business leaders.

Impact and Result

  • Extend the user-facing service catalog to document the people, processes, and technology required to deliver user-facing services.
  • Bring transparency to how services are delivered to better articulate IT’s capabilities and strengthen IT-business alignment.
  • Increase IT’s ability to assess the impact of changes, make informed decisions, and mitigate change-related risks.
  • Respond to incidents and problems in the IT environment with more agility due to reduced diagnosis time for issues.

Create an IT View of the Service Catalog Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should build the technical components of your service catalog, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Launch the project

Build a strong foundation for the project to increase the chances of success.

2. Identify service-specific technologies

Identify which technologies are specific to certain services.

3. Identify underpinning technologies

Determine which technologies underpin the existence of user-facing services.

4. Map the people and processes to the technologies they support

Document the roles and responsibilities required to deliver each user-facing service.

Member Testimonials

After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this blueprint and what our clients have to say.


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Greg understood the positions that we were and therefor the suggestions where quite meaningful.

Justice Institute of British Columbia

Guided Implementation




Greg's advice provided clarity to something that we were struggling to figure out internally. Greg was professional, well spoken and kind. He see... Read More

Winston-Salem State University





Chelsey: Exceed expectation - like methodology Derrick: Looking forward to moving forward Danny: Didn’t realize it needed to be done until we did... Read More

Arkansas Research and Education Optical Network

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Kamehameha Schools

Guided Implementation




Ibrahim Abdel-Kader is an exceptional resource. Presented the exact content I was looking for from blue sky concepts to tactical explanations and t... Read More

Cross Country Mortgage, Inc.

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Guided Implementation




Workshop: Create an IT View of the Service Catalog

Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Launch the Project

The Purpose

  • Build a foundation to kick off the project.

Key Benefits Achieved

  • A carefully selected team of project participants.
  • Identified stakeholders and metrics.




Create a communication plan

  • Project charter

Complete the training deck

  • Understanding of the process used to complete the definitions

Module 2: Identify Service-Specific Technologies and Underpinning Technologies

The Purpose

  • Determine the technologies that support the user-facing services.

Key Benefits Achieved

  • Understanding of what is required to run a service.




Determine service-specific technology categories

  • Logical buckets of service-specific technologies makes it easier to identify them

Identify service-specific technologies

  • Identified technologies

Determine underpinning technologies

  • Identified underpinning services and technologies

Module 3: Identify People and Processes

The Purpose

  • Discover the roles and responsibilities required to deliver each user-facing service.

Key Benefits Achieved

  • Understanding of what is required to deliver each user-facing service.




Determine roles required to deliver services based on organizational structure

  • Mapped responsibilities to each user-facing service

Document the services

  • Completed service definition visuals

Module 4: Complete the Service Definition Chart and Visual Diagrams

The Purpose

  • Create a central hub (database) of all the technical components required to deliver a service.

Key Benefits Achieved

  • Single source of information where IT can see what is required to deliver each service.
  • Ability to leverage the extended catalog to benefit the organization.




Document all the previous steps in the service definition chart and visual diagrams

  • Completed service definition visual diagrams and completed catalog

Review service definition with team and subject matter experts

Create an IT View of the Service Catalog preview picture

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.


Overall Impact

Average $ Saved

Average Days Saved

After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve.

Read what our members are saying

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Need Extra Help?
Speak With An Analyst

Get the help you need in this 4-phase advisory process. You'll receive 9 touchpoints with our researchers, all included in your membership.

Guided Implementation 1: Launch the project
  • Call 1: Identify the project leader with the appropriate skills
  • Call 2: Assemble a well-rounded project team
  • Call 3: Develop a mission statement and change messages

Guided Implementation 2: Identify service-specific technology
  • Call 1: Create categories for service-specific technology
  • Call 2: Identify technology specific to a service

Guided Implementation 3: Identify underpinning services
  • Call 1: Determine threshold for underpinning services
  • Call 2: Identify underpinning services and their components

Guided Implementation 4: Map people and processes
  • Call 1: Identify the major teams involved in service delivery
  • Call 2: Identify the people and processes required to support user-facing services


Valence Howden

Paul Brown

Kimberly Jiang

Ryan McCrea


  • Martin McCarthy, HO Global Service Delivery, Euromoney
  • Greg Yanni, BRM/EA, Interbank 1
  • Yvan LePlat, IT Manager, Epson France
  • Karl Kowalski, Chief Information Technology Officer, University of Alaska
  • Martha Mason, UAF CIO and Executive Director of User Services, University of Alaska
  • Cara Brunk, Service Catalog Manager, University of Alaska
  • Carolyn Weaver, CIO, Des Moines University
  • Ba Thinh Nguyen, Business Process Lead, Hybris SAP
  • Patrick Corbett, Service Owner, Infrastructure Planning & Engineering, CIBC
  • Ken Waldron, Manager, Support and Applications Development, Maves Intl.
  • Diane Sousa, Service Catalog Manager
  • Joseph Sgandurra, Sr. Manager Project Delivery, Loblaws
  • David Bokovay, Project Manager, Workers Safety and Compensation Board
  • Bill Leimbach, VP IT, Goucher College
  • Sterling Bjorndahl, Director of Operations, eHealth Saskatchewan
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