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Design & Build a User-Facing Service Catalog

Improve user satisfaction with IT by letting business users know exactly what is available to them in a convenient menu-like catalog.

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  • Boyd Gaming
  • James Hardie
  • Vidant Health
  • Los Alamos Public Schools

Your Challenge

  • Business users don’t know what breadth of services are available to them.
  • It is difficult for business users to obtain useful information regarding services because they are often described in technical language.
  • Business users have unrealistic expectations of what IT can do for them.
  • There is no defined agreement on what is available, so the business assumes everything is.

Our Advice

Critical Insight

  • Define services from the business user’s perspective, not IT’s perspective.
    • A service catalog is of no use if a user looks at it and sees a significant amount of information that doesn’t apply to them.
  • Separate the enterprise services from the Line of Business (LOB) services.
    • This will simplify the process of documenting your service definitions and make it easier for users to navigate, which leads to a higher chance of user acceptance.

Impact and Result

  • Our program helps you organize your services in a way that is relevant to the users, and practical and manageable for IT.
  • Our approach to defining and categorizing services ensures your service catalog remains a living document. You may add or revise your service records with ease.
  • Our program creates a bridge between IT and the business. Begin transforming IT’s perception within the organization by communicating the benefits of the service catalog.

Research & Tools

Start here – read the Executive Brief

Read our concise executive brief to understand why building a Service Catalog is a good idea for your business, and how following our approach will help you accomplish this difficult task.

1. Launch the project

The Launch the Project phase will walk through completing Info-Tech's project charter template. This phase will help build a balanced project team, create a change message and communication plan, and achieve buy-in from key stakeholders.

2. Identify and define enterprise services

The Identify and Define Enterprise Services phase will help to target enterprise services offered by the IT team. They are offered to everyone in the organization, and are grouped together in logical categories for users to access them easily.

3. Identify and define Line of Business (LOB) services

After completing this phase, all services IT offers to each LOB or functional group should have been identified. Each group should receive different services and display only these services in the catalog.

4. Complete the Services Definition Chart

Completing the Services Definition Chart will help the business pick which information to include in the catalog. This phase also prepares the catalog to be extended into a technical service catalog through the inclusion of IT-facing fields.

Guided Implementations

This guided implementation is a nine call advisory process.

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 enterprise services

Call #1 - Create a comprehensive list of enterprise services that are used across the organization.
Call #2 - Create a categorization scheme that is based on the needs of the business users.

Guided Implementation #3 - Identify line of business services

Call #1 - Walk through the two Info-Tech methodologies and understand which one is applicable.
Call #2 - Define LOB services using the appropriate methodology.

Guided Implementation #4 - Complete service definitions

Call #1 - Decide what should be included and what should be kept internal for the service record design.
Call #2 - Complete the full service definitions.

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Manage Service Catalogs Course

Improve user satisfaction with IT by letting business users know exactly what is available to them in a convenient menu-like catalog.
This course makes up part of the Service Planning & Architecture Certificate.

Course information:

  • Title: Manage Service Catalogs Course
  • Number of Course Modules: 5
  • Estimated Time to Complete: 2-2.5 hours
  • Featured Analysts:
  • Paul Brown, Sr. Research Director, CIO Practice
  • Gord Harrison, SVP of Research and Advisory
  • Now Playing: Academy: Manage Service Catalogs | Executive Brief

Onsite Workshop

Discuss This Workshop

Book Your Workshop

Onsite 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 onsite 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

  • The purpose of this module is to help engage IT with business decision making.

Key Benefits Achieved

  • This module will help build a foundation for the project to begin. The buy-in from key stakeholders is key to having them take onus on the project’s completion. 




Assemble the project team.

  • A list of project members, stakeholders, and a project leader.

Develop a communication plan.

  • A change message, communication strategy, and defined benefits for each user group.

Establish metrics for success.

  • Metrics used to monitor the usefulness of the catalog, both from a performance and monetary perspective.

Complete the project charter.

  • A completed project charter to engage users in the initiative.

Module 2: Identify and Define Enterprise Services

The Purpose

The purpose of this module is to review services which are offered across the entire organization.

Key Benefits Achieved

A complete list of enterprise services defined from the user’s perspective to help them understand what is available to them.




Identify enterprise services used by almost everyone across the organization.

  • A complete understanding of enterprise services for both IT service providers and business users.

Categorize services into logical groups.

  • Logical groups for organizing the services in the catalog.

Define the services from the user’s perspective.

  • Completed definitions in business language, preferably reviewed by business users.

Module 3: Identify and Define Line of Business (LOB) Services

The Purpose

The purpose of this module is to define the remaining LOB services for business users, and separate them into functional groups.

Key Benefits Achieved

  • Business users are not cluttered with LOB definitions that do not pertain to their business activities.
  • Business users are provided with only relevant IT information.




Identify the LOBs.

  • A structured view of the different functional groups within the business.

Determine which one of two methodologies is more suitable.

  • An easy to follow process for identifying all services for each LOB.

Identify LOB services using appropriate methodology.

  • A list of every service for each LOB.

Define services from a user perspective.

  • Completed definitions in business language, preferably reviewed by business users.

Module 4: Complete the Full Service Definitions

The Purpose

  • The purpose of this module is to guide the client to completing their service record definitions completely.

Key Benefits Achieved

  • This module will finalize the deliverable for the client by defining every user-facing service in novice terms. 




Understand the components to each service definition (information fields).

  • A selection of information fields to be included in the service catalog.

Pick which information to include in each definition.

  • A selection of information fields to be included in the service catalog.

Complete the service definitions.

  • A completed service record design, ready to be implemented with the right tool.

Member Testimonials

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Doctors Without Borders Canada



I think we could have progressed faster.

George Brown College



London Health Sciences Centre



Insightful and qualified.

Panasonic Automotive



I put $0.00 on the dollar savings as it is too soon to tell.


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Shelby County Government