Service Catalog Template

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Introduction: How to Use This Tool

Use the Service Catalog Template to document the organizations services either internally, to business stakeholders or end users. This template is filled with examples of a service catalog, designed for IT and business stakeholder consumption. Adjust language accordingly to suit your service catalog audience. Remember to delete the Info-Tech header or replace it with your company logo, and delete these instructions.

<company name> Service Catalog

Service Catalog Template

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Table of Contents
Introduction: How to Use This Tool..............................................................................................................................1 Table of Contents........................................................................................................................................................2

Revision History......................................................................................................................................3 Introduction..............................................................................................................................................4 Network & Wireless Services..................................................................................................................5 VoIP Services..........................................................................................................................................5 Desktop Services....................................................................................................................................6 E-Mail & Collaboration Services.............................................................................................................6 Business Application Development & Implementation Service..............................................................7 Business Application Maintenance & Support Services.........................................................................8 ................................................................................................................................................................8 Development Support Services..............................................................................................................9 System Testing Services.........................................................................................................................9 Database Management Services..........................................................................................................10 End-User Reporting Services ..............................................................................................................10 Integration Services..............................................................................................................................11 Storage Services...................................................................................................................................11 Server Solution Services.......................................................................................................................12 Service Desk Support Services............................................................................................................12 Security Services..................................................................................................................................12 Security Audit & Monitoring Report Services.......................................................................................13 Print & Imaging Services.......................................................................................................................13 Data Operations Services.....................................................................................................................13 Project Management Services..............................................................................................................14 Business Analysis Services..................................................................................................................14 IT Management Services......................................................................................................................14

Service Catalog Template

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Revision History
Date October 30, 2010 Author Info-Tech Research Group Description of Change Original Document

Service Catalog Template

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Introduction
I. Service Name o Official company nomenclature (in-house applications) o COTS self explanatory Service Type o Service type is either internal or external o Internal service is any service delivered by IT but that is not user-facing o External service is any service delivered by IT to other business units o o o IV. Description Describes the scope of the IT service Gives a brief overview of the function and capabilities of the service Mentions at a high level the applications, systems, business units, or departments to which the service is delivered What IT Provides o Includes the scope of IT deliverables o Includes hardware, software, and other asset types provided as part of the service a. Hardware: Does not include number of items, makes, or models b. Software: Does not include licensing information o Includes tasks performed by IT staff during service delivery o Includes staffing support and roles What IT Needs to Do to Deliver Service o Includes a high-level list of tasks performed during service delivery o Includes a high-level list of work performed during service delivery Investments Used o IT investments and/or capital used to deliver the service o Includes infrastructure components o Includes enterprise applications o Includes back-end applications/resources Cost to Serve Overall cost to provide the service May include monthly costs, per unit costs, salary costs, third-party charges, etc. (wherever applicable)

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Service Catalog Template

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Network & Wireless Services

Service Name Network and Wireless Services Service Type Internal

Description High-speed data connections from organizations office locations to the data center and to the Internet What IT Provides What IT Needs to Do to Deliver Service Wired connection from most desks and Wireless connections in all office locations Investments Used o Routers and switches o Network monitoring software Procurement Equipment installation Carrier relations Network Monitoring Maintenance and repair Cost To Serve o Network Manager o 5 network technicians

VoIP Services
Service Name Telephone and video conferencing services Service Type External

Description Voice services, phone mail and video conferencing services in selected conference rooms What IT Provides What IT Needs to Do to Deliver Service local and long-distance voice services video conference facilities linking the organizations office locations Investments Used o Cisco Call Manager o Acme Audio-Video conference boxes o Samsung TV Monitors Procurement Installation of equipment Maintenance of equipment

Cost To Serve o Telecomm Manager o 3 Network Technicians

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Desktop Services
Service Name Desktop Services Service Type External

Description The supply, maintenance and support of desktop and laptop computers What IT Provides What IT Needs to Do to Deliver Service A desktop or laptop for each employee depending on role Standard Windows operating system Standard enterprise software Regular updates to software Maintenance, repair or replacement of devices Investments Used o System management software o Incident tracking system Procurement Equipment configuration Connection of desktop and laptop equipment Repairs Upgrade of software

Cost To Serve o Desktop Manager o 5 desktop technicians

E-Mail & Collaboration Services

Service Name E-mail and Collaboration Services Service Type External

Description Access to internal and external e-mail communications. Includes collaboration and informationsharing tools and methods. This is a company-wide service available to all employees. This service is also extended to mobile and remote workers. What IT Provides What IT Needs to Do to Deliver Service Access to MS Exchange mailboxes via MS Outlook or OWA Mobile access to above via BlackBerry devices Archived storage of older messages Central repository for shared information and files E-mail server Mailbox storage Security and secure access via AD, anti-spam Network connectivity (i.e. via LAN, WAN, VPN) Message archiving and long-term storage, retention, deletion policies Cost To Serve o here

Investments Used o MS Exchange server o BlackBerry Enterprise Server 5.0 o CheckPoint VPN

Service Catalog Template

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Business Application Development & Implementation Service

Service Name Business Application Development and Implementation Service Service Type External

Description IT will develop new apps or integrate purchased apps by following our Strategic Methodology, following a well defined project management approach. Projects will be staffed from IT, with a Project Manager from within the Project Office. These projects will be selected and prioritized by Senior Management following the portfolio management process. What IT Provides New or major application releases Major Application enhancements Medium Application Enhancements with a fixed date What IT Needs to Do to Deliver Service Systems Analysis and Design Code Development and Unit Testing System Testing Service Database Design and Development Integration Training for end users and IT staff Implementation Planning Quality Assurance Problem Management Change Management Cost To Serve o Portfolio Manager o Resource Manager o 13 Resources o Portion of DBMS o Portion of Development Services

Investments Used o Development tools o Code library management software o Automated testing software o Time-tracking software

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Business Application Maintenance & Support Services

Service Name Business Application Maintenance and Support Service Type External

Description IT supports existing Corporate Applications. If there are defects in these applications or minor enhancements required to maintain current Business Processes, these changes will be made under our Support Methodology, following well-defined processes. These defects will be reported through the Service Desk, assigned and completed by following the Application Support Request (ASR) process. Major enhancements or Business Process change are handled under other IT Services. What IT Provides Business Applications meeting currently defined functionality Minor Enhancements to current Business Applications What IT Needs to Do to Deliver Service Minor Business Analysis, Systems Analysis and minor design changes Code Development and Unit Testing System Testing Service Regression Testing Minor Database Changes Performance Issue resolution Integration changes Incident Management Problem Management Change Management Cost To Serve o Portfolio Manager o Resource Manager o 12 Resources o Portion of Development Services o Portion of DbMIS services

Investments Used o Development tools o Code library management software o Automated testing software o Time-tracking software

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Development Support Services

Service Name Development Support Services Service Type Internal

Description This is an internal service to support developers in performing their tasks. This group will be the contact between IT vendors such as Oracle, be involved with IT upgrade projects and research development tools or services as directed by Management, often in partnership with the Technical Architects. This group will also provide first level support on development environment issues and will work with Corporate Infrastructure to resolve any problems. What IT Provides o Support for I. Development tools II. Code library management software III. Automated testing software Investments Used Development tools Code library management software Automated testing software What IT Needs to Do to Deliver Service Tool skills Incident Management Problem Management

Cost To Serve o 3 Dev. Support Analysts o Portion of Dev. Services Manager o Portion of LAB costs

System Testing Services

Service Name System and Regression Testing Services Service Type Internal

Description The System Test Group will provide system level and/or regression testing for changes made under the Business Application Implementation and Support Services. These resources will be assigned to strategic projects and to support changes, based on the impact of the change and availability of resources. What IT Provides System Test Results Regression Test Results Defect Listings What IT Needs to Do to Deliver Service System Testing skills Regression Testing skills Test Planning Test Execution Defect tracking Cost To Serve o 5 System Testers o Testing Environments o Portion of Dev. Services Manager

Investments Used o Automated testing tools

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Database Management Services

Service Name Database Management and Middleware Services Service Type Internal

Description Database Management, Middleware and Integration Services support the management of Data within Oracle and SQL Server databases as well as supporting Oracle Middleware technologies. What IT Provides What IT Needs to Do to Deliver Service Oracle DBA services DB Monitoring DB Performance analysis DB Design Oracle Application Server support Appworx software support OBIEE support SQL Server Support Investments Used o Oracle DBMS o SQL Server o Appworx server application o Incident Monitor Oracle DBA skills Appworx technical skills OBIEE technical skills SQL Server skills Oracle Application Server skills Problem Management Change Management Incident Management Cost To Serve o 4 DBAs o Middleware specialist

End-User Reporting Services

Service Name End-User Reporting Services Service Type External

Description IT will support End User reporting done in the Business Units, perform any technical tasks related to End User Reporting tools and will create End User Reports as requested. What IT Provides What IT Needs to Do to Deliver Service End User Reports Support to Business creating their own reports Technical Support for End User Reporting environment Systems Analysis Problem Management Business Intelligence tool development skills Database Expertise Data Modeling knowledge Performance Monitoring Cost To Serve o End-User Reporting Specialist o Portion of Database Management service

Investments Used o Business Intelligence and Analysis Tools

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Integration Services
Service Name Integration Services Service Type Internal

Description This service supports the integration of data between Business Applications and major databases What IT Provides What IT Needs to Do to Deliver Service support Integration design and Integration Analysis and Design Data conversion Database specification Cost To Serve o Integration Technical Architect

Investments Used o Database System

Storage Services
Service Name Data Storage Service Type Internal

Description IT provides data storage for both active and archived data, and facilities for retrieval of archived data What IT Provides What IT Needs to Do to Deliver Service Data storage capacity for active data that is mirrored at an off-site facility to avoid data loss Off-site storage of archived data, available on-line Investments Used o Disk storage equipment at the data center o Disk storage equipment at the off-site location o 2 independent high-speed network connections between the data center and the off-site location Procurement Capacity Planning Equipment and data integrity monitoring Cost To Serve o 2 Storage technicians

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Server Solution Services

Service Name Description Includes all server-based applications What IT Provides here Investments Used o here Service Type External

What IT Needs to Do to Deliver Service Cost To Serve o here here

Service Desk Support Services

Service Name Description Here What IT Provides here Investments Used o here Service Type External

What IT Needs to Do to Deliver Service Cost To Serve o here here

Security Services
Service Name Description Here What IT Provides here Investments Used o here Service Type Internal

What IT Needs to Do to Deliver Service Cost To Serve o here here

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Service Catalog Template

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Security Audit & Monitoring Report Services

Service Name Description Here What IT Provides here Investments Used o here Service Type External

What IT Needs to Do to Deliver Service Cost To Serve o here here

Print & Imaging Services

Service Name Description Here What IT Provides here Investments Used o here Service Type External

What IT Needs to Do to Deliver Service Cost To Serve o here here

Data Operations Services

Service Name Service Type Internal Description Includes data center operations, facilities, recovery, and availability. What IT Provides What IT Needs to Do to Deliver Service here Investments Used o here Cost To Serve o here here

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Service Catalog Template

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Project Management Services

Service Name Description Here What IT Provides here Investments Used o here Service Type External

What IT Needs to Do to Deliver Service Cost To Serve o here here

Business Analysis Services

Service Name Description Here What IT Provides here Investments Used o here Service Type External

What IT Needs to Do to Deliver Service Cost To Serve o here here

IT Management Services
Service Name Service Type Internal Description Includes portfolio management, ITSM, and governance. What IT Provides What IT Needs to Do to Deliver Service here Investments Used o here Cost To Serve o here here

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Info-Tech Research Group tools and template documents are provided for the free and unrestricted use of subscribers to Info-Tech Research Group services. These documents are intended to supply general information only, not specific professional or personal advice, and are not intended to be used as a substitute for any kind of professional advice. Use this document either in whole or in part as a basis and guide for document creation. To customize this document with corporate marks and titles, simply replace the Info-Tech Information in the Header and Footer fields of this document.

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