Home > Articles > Information Technology

  • Print
  • + Share This
This chapter is from the book

Service Catalog

The best way to avoid running into quality issues is to insist that your ITSP will provide you a service catalog. This is an articulation of what services offer and the terms and conditions that they are offered under. Your role is to help the ITSP define what should be in your catalog. The first rule of service catalog design that all good ITSPs know is to talk to the business customer.

Without a service catalog, it's difficult to know what services are available to you from the ITSP, and very difficult to discuss, measure, judge or even complain about them!

The following section takes the ITSM industry best practices guidance for the basic information that should be in the service catalog. Table 3-1 further explains what each of these mean and the effect this has on your business bottom line. Caution: The side effect of studying the list will be learning some basic terms in the ITSP's vocabulary. That could prove to be extremely helpful in negotiating the best service!

Table 3-1. Example of Basic Service Catalog Information

Service Catalog

What It Means

Who Provides It

How It Impacts the Bottom Line

Service Name

A uniformly understood descriptor to identify the service.


Establishes the understanding between the business and the ITSP about what a service is considered to be.

Service Description

Describes (in business terms) what the purpose of the service is.

Developed jointly using the outcome statements provided by the business

Accurately sets out what the service must do. Saves time and money if done at the design stage. Some experts say it can cost 100 times more if left until after the service is implemented.

Service Category

This defines whether the service is part of a shared service, a core service, or a specialty service.


Helps to exploit use of service assets in the most advantageous way and drives possibh service models to be considered.

Standard Service Features

Describes features and functions of the service available to any employee who receives the service.

ITSP—This is derived from the outcome statements and service design package. Clarifies the costs associated with the generic service functions.

Clarifies the costs associated with the standard service.

Optional Service Features

Describes features and functions of the service available on special reguest and often with additional cost. This can also be optional features for specific business units.

ITSP—This is derived from the outcome statements and service design package and further improvement activities.

Clarifies and segregates costs for additiona options and is useful as a planning tool for what is necessary and for whom.

Business Owner

Accountable business individual with whom the decisions rest for managing the service.


Reguires accountability to be documented and ownership managed.

Business Unit

The business customers who can use this service.


Establishes access rights and ensures confidentiality of access to the data generated and used by the service.

Service Manager

Accountable ITSP individual with whom the decision rests for ensuring the service delivers value. This individual will meet with the business owner on a regular basis as part of the service level agreement terms.


Enforces accountability from the ITSP for the management point of contact for the service.

Service Hours

When the service operates and can be used by the business.

Jointly agreed by the business and ITSP

Directly impacts service costs and service availability.

Business Criticality

The dependence level the business has on this service to carry on business.


Defines the cost to support, the level of support, and support response levels needed.

Business Priority

Defines any specific times during a business cycle when the business criticality changes.


Drives support costs and ITSP windows of maintenance and change activities.

Business Contacts

Defines who the accountable contacts are for queries.


Enforces accountable roles and responsibilities and the costs involved.

Escalation Contacts

Defines the contacts along the escalation path for the business and the ITSP in the event of serious service issues response.

Business and ITSP

Establishes reporting hierarchy in the ever of service issues or failures and identifies accountability within both organizations.

Service Reports

Defines the type, freguency, and distribution of reports.

ITSP as agreed with the business

Contributes to the monitoring and measurement against expected norms anc quality criteria. Identifies deviations and potential costs or savings.

Service Reviews

Defines the structure for joint service reviews—details will be part of the service level agreement.

ITSP and the business

Post mortem of previous service cycle performance against agreed criterion. Can identify opportunities for further cost savings, improvements, and risk mitigation for the business.

Service Costs

Indicates unit costs for standard and optional features.


Enables investment planning and costs analysis.

Service Targets

Defines the basic targets for availability, issue management, special requests, changes, and recovery from disruptions.


Direct relationship to service cost, efforts, quality, and performance expectations. This is reflected in overall cost of service ownership.

The details within the service catalog are an extremely good snapshot of the areas for which the business must be able to negotiate the terms with the ITSP. A good practice for the business is to draft the terms of a service for itself in preparation for negotiation with ITSPs to help cover all relevant areas.

  • + Share This
  • 🔖 Save To Your Account

InformIT Promotional Mailings & Special Offers

I would like to receive exclusive offers and hear about products from InformIT and its family of brands. I can unsubscribe at any time.


Pearson Education, Inc., 221 River Street, Hoboken, New Jersey 07030, (Pearson) presents this site to provide information about products and services that can be purchased through this site.

This privacy notice provides an overview of our commitment to privacy and describes how we collect, protect, use and share personal information collected through this site. Please note that other Pearson websites and online products and services have their own separate privacy policies.

Collection and Use of Information

To conduct business and deliver products and services, Pearson collects and uses personal information in several ways in connection with this site, including:

Questions and Inquiries

For inquiries and questions, we collect the inquiry or question, together with name, contact details (email address, phone number and mailing address) and any other additional information voluntarily submitted to us through a Contact Us form or an email. We use this information to address the inquiry and respond to the question.

Online Store

For orders and purchases placed through our online store on this site, we collect order details, name, institution name and address (if applicable), email address, phone number, shipping and billing addresses, credit/debit card information, shipping options and any instructions. We use this information to complete transactions, fulfill orders, communicate with individuals placing orders or visiting the online store, and for related purposes.


Pearson may offer opportunities to provide feedback or participate in surveys, including surveys evaluating Pearson products, services or sites. Participation is voluntary. Pearson collects information requested in the survey questions and uses the information to evaluate, support, maintain and improve products, services or sites, develop new products and services, conduct educational research and for other purposes specified in the survey.

Contests and Drawings

Occasionally, we may sponsor a contest or drawing. Participation is optional. Pearson collects name, contact information and other information specified on the entry form for the contest or drawing to conduct the contest or drawing. Pearson may collect additional personal information from the winners of a contest or drawing in order to award the prize and for tax reporting purposes, as required by law.


If you have elected to receive email newsletters or promotional mailings and special offers but want to unsubscribe, simply email information@informit.com.

Service Announcements

On rare occasions it is necessary to send out a strictly service related announcement. For instance, if our service is temporarily suspended for maintenance we might send users an email. Generally, users may not opt-out of these communications, though they can deactivate their account information. However, these communications are not promotional in nature.

Customer Service

We communicate with users on a regular basis to provide requested services and in regard to issues relating to their account we reply via email or phone in accordance with the users' wishes when a user submits their information through our Contact Us form.

Other Collection and Use of Information

Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

Cookies and Related Technologies

This site uses cookies and similar technologies to personalize content, measure traffic patterns, control security, track use and access of information on this site, and provide interest-based messages and advertising. Users can manage and block the use of cookies through their browser. Disabling or blocking certain cookies may limit the functionality of this site.

Do Not Track

This site currently does not respond to Do Not Track signals.


Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.


This site is not directed to children under the age of 13.


Pearson may send or direct marketing communications to users, provided that

  • Pearson will not use personal information collected or processed as a K-12 school service provider for the purpose of directed or targeted advertising.
  • Such marketing is consistent with applicable law and Pearson's legal obligations.
  • Pearson will not knowingly direct or send marketing communications to an individual who has expressed a preference not to receive marketing.
  • Where required by applicable law, express or implied consent to marketing exists and has not been withdrawn.

Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information

If a user's personally identifiable information changes (such as your postal address or email address), we provide a way to correct or update that user's personal data provided to us. This can be done on the Account page. If a user no longer desires our service and desires to delete his or her account, please contact us at customer-service@informit.com and we will process the deletion of a user's account.


Users can always make an informed choice as to whether they should proceed with certain services offered by InformIT. If you choose to remove yourself from our mailing list(s) simply visit the following page and uncheck any communication you no longer want to receive: www.informit.com/u.aspx.

Sale of Personal Information

Pearson does not rent or sell personal information in exchange for any payment of money.

While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to NevadaDesignatedRequest@pearson.com.

Supplemental Privacy Statement for California Residents

California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure

Pearson may disclose personal information, as follows:

  • As required by law.
  • With the consent of the individual (or their parent, if the individual is a minor)
  • In response to a subpoena, court order or legal process, to the extent permitted or required by law
  • To protect the security and safety of individuals, data, assets and systems, consistent with applicable law
  • In connection the sale, joint venture or other transfer of some or all of its company or assets, subject to the provisions of this Privacy Notice
  • To investigate or address actual or suspected fraud or other illegal activities
  • To exercise its legal rights, including enforcement of the Terms of Use for this site or another contract
  • To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
  • To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact

Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice

We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020