Ian Clayton
The Universal Service Management Body of Knowledge (USMBOK) - your ultimate guide to transforming service organizations!
A service catalog is a comprehensive, organized and up-to-date collection of information about the services an organization offers to its customers or stakeholders.
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How to state the primary objectives and goals for a Service Catalog?
How to define what services are offered to users, including to what audiences, and how are they being requested and delivered?
How to categorize services and differentiate between types of service, and to influence and control what audiences see which items.
How to designate and support the service owners or managers responsible for each service listed in the catalog.
How the service catalog and integrates and interoperates with other service management elements, such as Issues and Request Management, Customer Relationship Management, and Configuration Management?
How to incorporate any existing service commitments or service level objectives, and how to define and manage for each service offering.
How to determine who will have access to the service catalog, and define the different levels of access based on roles and audiences.
What platform or software to use to create, manage, and publish the service catalog, how to assess any tools in place, the basis for transitioning to an alternate solution.
What feedback to gather from users about the scope of items offered through the service catalog, and how this can drive continuous improvement.
What training to IT provide to the workforce and end-users to ensure they understand how to deploy, maintain, and use the service catalog effectively, and how to promote the adoption of the catalog across the organization.
