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IT Service
catalog
A Guide to supercharge your IT service delivery.

1) Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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2) What is an IT Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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3) Functions of a Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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4) Help desk support. . . . . . . . . . . . . . . . . . . . .RESTRI
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5) On call support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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1) Introduction.

An IT service desk is an integral part of an organization’s IT operations. It’s relevant for

entities of all sizes and plays a key role in making sure that IT services meet key business objectives. In
an organization, a service desk acts as a catalyst for digital transformation, which is a major trend
affecting almost every industry.

2) What is an IT Service Desk?

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An IT service desk is a single point of contact for internal.
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Users or customers (employees) to get services from their IT.

department.
In a service desk, requests are registered as tickets, which is.
why it’s also called a ticket management system.

3. Functions of a Service Desk

1. Hardware Replacement
2. Incident Management (ITSM)
3. Software Installation
4. Password Reset
5. Infrastructure management.
6. Onboarding of new FMS vendors
7. Documentation Management
8. IT Governance
9. Network security
10. Cloud service
11. Managed print services

IT Service Delivery for Service Catalogue

1. Introduction

 Purpose: To provide a detailed guide on IT service delivery through the ITSM process.
 Scope: Covers all IT services including hardware, software, network, and support services.

2. Service Catalogue Structure

 Service Categories: Group services into logical categories.

o Example: Hardware Services, Software Services, Network Services, Support Services.
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3. Service Descriptions RESTRI
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 Service Name: Clear and concise name of the service.
 Description: Detailed description of what the service entails.
 Features: Key features of the service.
 Benefits: Benefits to the users.
 Service Levels (SLAs): Performance metrics and service levels.
 Service Owner: Responsible party for the service.
 Dependencies: Other services or systems that the service depends on.

4. Example Service Entries

Service Name: Email Hosting

 Description: Provides email hosting services for the organization, including mailbox creation, management, and
support.
 Features:
o 50 GB mailbox storage
o Spam and virus protection
o Mobile access
 Benefits:
o Reliable and secure email communication
o Easy access from any device
 SLAs:
o 99.9% uptime
o 24/7 support
 Service Owner: IT Support Team
 Dependencies: Internet connectivity, Email server

Service Name: Virtual Private Network (VPN)

 Description: Provides secure remote access to the organization’s network.

 Features:
o Encrypted connection
o Multi-factor authentication
o 24/7 availability
 Benefits:
o Secure access to internal resources from remote locations
o Enhanced security for remote work
 SLAs:
o 99.5% uptime
o 24/7 support
 Service Owner: Network Team
 Dependencies: Internet connectivity, VPN server

5. Service Request Process

 Request Submission: How users can request the service.

 Approval Workflow: Steps for approval if required.
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 Fulfillment Process: How the service is delivered to RESTRI
the user.
 Example: CTED
o Request Submission: Users can submit a request through the IT service portal.
o Approval Workflow: Requests are reviewed and approved by the department head.
o Fulfillment Process: IT team configures and delivers the service within 3 business days.

6. Service Management

 Monitoring and Reporting: How the service performance is monitored and reported.
 Continuous Improvement: Process for continuous improvement based on feedback and performance metrics.
 Example:
o Monitoring and Reporting: Monthly performance reports are generated and reviewed.
o Continuous Improvement: User feedback is collected quarterly and used to improve the service.

7. Contact Information

 Support Contact: How users can get support for the service.
 Example:
o Support Contact: Users can contact the IT helpdesk via email or phone for support.

By following this structure, you can create a detailed and user-friendly IT service delivery document that aligns
with ITSM best practices. For more specific examples or templates, resources like Giva1 and ITSM Docs2 offer
excellent guides and templates to help you get started.

Feel free to ask if you need further assistance or specific details on any section!

Creating a comprehensive IT service catalogue involves detailing all the services your IT department
offers, including their descriptions, service levels, costs, and request processes. Here are some key
elements to include:
1. Service Catalogue Overview
 Purpose: Explain the purpose of the service catalogue and its importance in IT service
management.
 Scope: Define the scope of the services included in the catalogue.
2. Service Categories
 Business Services: Services that directly support business functions.
 Technical Services: Underlying technical components and services that support business
services.
3. Service Details
 Service Name: A clear and concise name for each service.
 Service Description: Detailed description of what the service entails.
 Service Owner: The individual or team responsible for the service.
 Service Level Agreements (SLAs): Expected service levels, response times, and performance
metrics.
 Availability: Hours and days the service is available, including maintenance windows.
 Pricing: Costs associated with the service.
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 Dependencies: Other services or systems RESTRI
that the service depends on.
 Request Process: Steps to request the service,
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 Access Information: Login credentials or other access requirements.
 Support Information: Contact details for IT support.
4. Technical Details
 Service Support Hours: When support is available.
 Service Requirements: Necessary prerequisites for accessing and using the service.
 Service Documentation: Links to relevant manuals or documentation.
 Service Monitoring: How the service is monitored, including key performance indicators (KPIs).
 Service Reporting: Standard and custom reports available for the service.
 Service Security and Compliance: Security and compliance requirements.
5. Additional Considerations
 Integration with Other Practices: Ensure the service catalogue integrates with other ITIL
practices like service configuration management and supplier management[1][2].
 Continuous Improvement: Include a plan for regularly updating and improving the service
catalogue based on feedback and performance metrics[2].
For a more detailed guide, you can refer to resources like the ITIL 4 Practice Guide on Service Catalogue
Management[1] or the comprehensive guide by Alemba[2].
Would you like more specific examples or templates to help you get started?

References
[1] Service catalogue management: ITIL 4 Practice Guide - Axelos
[2] The Complete Guide to Building Your IT Service Catalogue - Alemba