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Create an IT View of the Service Catalog

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


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Without proper documentation of the people, processes, and technologies required to deliver a service, IT organizations:

  • Are slow to assess the impact of changes
  • Struggle to quickly identify sources of service delivery failure
  • Cannot establish service-based costing
  • Fail to articulate the value the department delivers to business leaders

Proper documentation of the people, processes, and technologies required to deliver a service will:

  • Increase IT’s ability to assess the impact of changes, make informed decisions, and mitigate change-related risks
  • Help IT respond to incidents and problems in the IT environment with more agility due to reduced diagnosis time for issues
  • Bring transparency to how services are delivered
  • Better articulate IT’s capabilities and strengthen IT-business alignment

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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.

Activities: Outputs:
1.1 Create a communication plan
  • Project charter
1.2 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.

Activities: Outputs:
2.1 Determine service-specific technology categories
  • Logical buckets of service-specific technologies makes it easier to identify them
2.2 Identify service-specific technologies
  • Identified technologies
2.3 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.

Activities: Outputs:
3.1 Determine roles required to deliver services based on organizational structure
  • Mapped responsibilities to each user-facing service
3.2 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.

Activities: Outputs:
4.1 Document all the previous steps in the service definition chart and visual diagrams
  • Completed service definition visual diagrams and completed catalog
4.2 Review service definition with team and subject matter experts
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