Service Catalog Template

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

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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

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

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Introduction
I. Service Name (Nama Layanan) o Official company nomenclature (in-house applications) o COTS self explanatory Service Type (Tipe Layanan) 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 Description (Deskripsi dari layanan) o Describes the scope of the IT service o Gives a brief overview of the function and capabilities of the service o Mentions at a high level the applications, systems, business units, or departments to which the service is delivered What IT Provides (Hal-hal apa saja yang disediakan oleh IT) 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 (Apa yang harus dilakukan oleh IT untuk menyampaikan layanan tersebut) 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 (Investasi yang digunakan) 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 (Biaya yang timbul untuk layanan) o Overall cost to provide the service o May include monthly costs, per unit costs, salary costs, third-party charges, etc. (wherever applicable)
II.
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Network & Wireless Services

Service Name Network and Wireless Services Description High-speed data connections from organizations office locations to the data center and to the Internet What IT Provides Wired connection from most desks and Wireless connections in all office locations What IT Needs to Do to Deliver Service o o Procurement Equipment installation Carrier relations Network Monitoring Maintenance and repair Network Manager 5 network technicians Service Type Internal
Investments Used o Routers and switches o Network monitoring software
Cost To Serve
VoIP Services
Service Name Telephone and video conferencing services Description Voice services, phone mail and video conferencing services in selected conference rooms What IT Provides local and long-distance voice services video conference facilities linking the organizations office locations What IT Needs to Do to Deliver Service o o Procurement Installation of equipment Maintenance of equipment Telecomm Manager 3 Network Technicians Service Type External
Investments Used o Cisco Call Manager o Acme Audio-Video conference boxes o Samsung TV Monitors
Cost To Serve

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Desktop Services
Service Name Desktop Services Description The supply, maintenance and support of desktop and laptop computers What IT Provides 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 What IT Needs to Do to Deliver Service Procurement Equipment configuration Connection of desktop and laptop equipment Repairs Upgrade of software Service Type External
Investments Used o System management software o Incident tracking system
Cost To Serve o o Desktop Manager 5 desktop technicians
E-Mail & Collaboration Services

Service Name E-mail and Collaboration Services 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 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 What IT Needs to Do to Deliver Service E-mail server Mailbox storage Security and secure access via AD, antispam Network connectivity (i.e. via LAN, WAN, VPN) Message archiving and long-term storage, retention, deletion policies here Service Type External
Investments Used o o o o o MS Exchange server BlackBerry Enterprise Server 5.0 CheckPoint VPN HP EVA Storage Array Intrusion prevention services (spam,
Cost To Serve o

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Business Application Development & Implementation Service

Service Name Business Application Development and Implementation Service 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 o o o o o 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 Portfolio Manager Resource Manager 13 Resources Portion of DBMS Portion of Development Services Service Type External
Investments Used o o o o Development tools Code library management software Automated testing software Time-tracking software
Cost To Serve

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Business Application Maintenance & Support Services

Service Name Business Application Maintenance and Support 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 o o o o o 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 Portfolio Manager Resource Manager 12 Resources Portion of Development Services Portion of DbMIS services Service Type External
Investments Used o o o o Development tools Code library management software Automated testing software Time-tracking software
Cost To Serve

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Development Support Services

Service Name Development Support Services 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. II. III. Investments Used Development tools Code library management software Automated testing software Development tools Code library management software Automated testing software What IT Needs to Do to Deliver Service Tool skills Incident Management Problem Management Service Type Internal
Cost To Serve o o o 3 Dev. Support Analysts Portion of Dev. Services Manager Portion of LAB costs
System Testing Services

Service Name System and Regression Testing Services 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 o o o System Testing skills Regression Testing skills Test Planning Test Execution Defect tracking 5 System Testers Testing Environments Portion of Dev. Services Manager Service Type Internal
Investments Used o Automated testing tools
Cost To Serve

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Database Management Services

Service Name Database Management and Middleware Services 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 o o o o Oracle DBA services DB Monitoring DB Performance analysis DB Design Oracle Application Server support Appworx software support OBIEE support SQL Server Support Oracle DBMS SQL Server Appworx server application Incident Monitor What IT Needs to Do to Deliver Service o o Oracle DBA skills Appworx technical skills OBIEE technical skills SQL Server skills Oracle Application Server skills Problem Management Change Management Incident Management 4 DBAs Middleware specialist Service Type Internal
Investments Used
Cost To Serve
End-User Reporting Services

Service Name End-User Reporting Services 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 End User Reports Support to Business creating their own reports Technical Support for End User Reporting environment What IT Needs to Do to Deliver Service Systems Analysis Problem Management Business Intelligence tool development skills Database Expertise Data Modeling knowledge Performance Monitoring o End-User Reporting Specialist o Portion of Database Management service 10 Service Type External
Investments Used o Business Intelligence and Analysis Tools
Cost To Serve

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Integration Services
Service Name Integration Services Description This service supports the integration of data between Business Applications and major databases What IT Provides Integration design and support What IT Needs to Do to Deliver Service o Integration Analysis and Design Data conversion Database specification Integration Technical Architect Service Type Internal
Investments Used o Database System
Cost To Serve
Storage Services
Service Name Data Storage Description IT provides data storage for both active and archived data, and facilities for retrieval of archived data What IT Provides 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 What IT Needs to Do to Deliver Service Procurement Capacity Planning Equipment and data integrity monitoring Service Type Internal
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
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 What IT Needs to Do to Deliver Service o here here Cost To Serve Service Type External
Service Desk Support Services

Service Name Description Here What IT Provides here Investments Used o here What IT Needs to Do to Deliver Service o here here Cost To Serve Service Type External
Security Services
Service Name Description Here What IT Provides here Investments Used o here What IT Needs to Do to Deliver Service o here here Cost To Serve Service Type Internal
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Security Audit & Monitoring Report Services

Print & Imaging Services

Data Operations Services

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

Business Analysis Services

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

Introduction: How to Use This Tool

<company name> Service Catalog