Enterprise Service Management Office, Service Catalog Management Standards
Purpose
This document is for all University units that provide one or more IT service offerings for use. It defines the minimum standard for managing the Enterprise IT Service Catalog for the University and members of the University participate the catalog.
Goals of Service Catalog Management
- Create and maintain a single service catalog for the University
- Ensure all enterprise IT service offerings are accurately defined, consistently presented, and actively maintained
- Improve user experience and service discoverability
- Provide user specific catalog views
- Support related IT Service Management practices like:
- Support transparency and technology governance
Service Catalog Management Standards
- The service catalog hierarchy is based on EDUCAUSE's The Higher Education IT Service Catalog: A Working Model for Comparison and Collaboration; ESMO will modify the model and hierarchy, as needed, to best fit University needs.
- All IT service offerings must have a corresponding catalog entry, whether they are enterprise-wide or provider-level.
- All offerings and updates must be submitted to and approved by ESMO prior to publication.
- Offerings must follow the naming convention: Enterprise Service Management Office, Enterprise IT Service Catalog, Service Offering Naming Standards
- Content must be clear, accessible, user-focused, and must align with ESMO defined attributes and associated template(s).
- Catalog updates must reflect service offering changes and lifecycle events (e.g., new offerings, offering owner change, feature changes, offering retirement): Enterprise Service Management Office, Enterprise IT Service Catalog, Managing Service Offering Entries
- Offering owners must regularly review and certify the accuracy of their offering entries at least every six months: Enterprise Service Management Office, Enterprise IT Service Catalog, Service Offering Review Cycle
- Offerings must be unique and descriptive.
- Avoid duplicative entries for a single offering.
- Offerings must include a service request method, appropriate for each offering.
- Avoid the use of shortcuts, except in limited cases approved by ESMO and their governance. Current exceptions include life-safety offerings, and offerings linked from catalogs external to the Enterprise IT Service Catalog (e.g., System Office).
- Offering owners may provide up to two delegates who may act on behalf of the offering owner (e.g., review and provide updated wording).
- Offering owners and delegates will not be publicly listed, but will be used for catalog management and reporting.
- Service offerings may be assigned to technology governance portfolios.
Documentation Requirements
- The catalog does not replace offering documentation; it is not an exhaustive documentation repository.
- Avoid duplication of information that would require manually maintaining the same information in more than one location.
- All entries must contain the minimum attribute information.
- Service Request methods promoting structured data collection and automated workflows are preferred over manual methods, in order of preference:
- TeamDynamix (TDX) request form
- Form integrated with other, approved ITSM solution (e.g., Jira)
- External form that automatically creates a ticket in an approved ITSM solution
- Service offering information page that lists instructions and a support contact method
- A shared support email address or phone number (an individual's email and phone number should not be used)
- All entries must not contain personal contact information (e.g., name, email, and phone number); the use of aliases is acceptable.
- All entries will have an owner and up to two delegates, which resolve to unique individuals (not groups); this helps ESMO know who is authorized to make changes to an entry.
- ESMO maintains editorial control of catalog content and will partner with offering owners, or delegates, to ensure the message is accurate.
- ESMO will maintain consistency in look and feel across catalog entries.
- All digitally available content will meet or exceed accessibility guidelines.
Roles and Responsibilities
| Role | Responsibilities | Notes / Examples |
|---|---|---|
| ESMO |
Define and govern catalog standards Define and govern catalog processes Define and govern catalog attributes Define and govern related catalog workflows Manage the Enterprise IT Service Catalog according to best practices and University needs Define, measure, and report catalog metrics |
Examples include offering entry standards, review cycles, catalog attributes, and governance processes |
| Service Providers | Participate in the Enterprise IT Service Catalog when they make IT service offerings available to users | Applies to University units that provide enterprise-wide or provider-level IT service offerings |
| Service Offering Owners |
Maintain the accuracy of service offering entries throughout the offering lifecycle Request new service offering entries Review and update existing service offering entries Request unpublication when offerings are retired |
May identify delegates who can act on behalf of the offering owner, where permitted by catalog standards |
| Support Teams |
Use the catalog as the authoritative source for service offering names Use related service information in supporting ITSM tools |
Examples include Service Request Management, Incident Management, and other workflows that rely on catalog entry names |
| Users |
Discover IT service offerings through the catalog Learn about IT service offerings through the catalog Request IT service offerings through the catalog Request support through the catalog |
The catalog supports service discovery, request initiation, and user-specific views where applicable |
Measurement and Reporting
|
Metric |
Data |
Reporting Requirement |
Reporting Breakdown |
|---|---|---|---|
|
Number of Offerings |
Count of offerings |
Total count of offerings by reporting breakdown |
Total, Enterprise, and Provider-level |
|
Number of Providers |
Count of unique providers |
Total count of unique providers |
|
|
Number of Offerings by Provider |
Count of offerings by provider |
Count of offerings by provider, further broken down by enterprise and provider-level offerings |
Enterprise and Provider-Level |
|
Average time since last review |
The time elapsed since the last review date |
The average age of catalog entries based on the “Last Review Date” attribute |
|
|
Review completion rate |
The number of reviews completed divided by the number of reviews requested |
The percentage of response during a review cycle. Responses are based on the updated “Last Review Date” attribute. |
Review cycle is approximately 6 months |
|
Number of tickets submitted through the catalog by service offering |
Count of tickets submitted listed by service offering |
Total count of tickets submitted through the catalog, listed by service offering |
By month and year |
Terminology
Attribute: A characteristic that helps define and describe a service offering within the catalog.
Catalog Entry: A user-friendly documented service offering record, consisting of attributes that describe the offering.
Enterprise: Scoped to the Urbana-Champaign campus (i.e., not University System-wide)
Enterprise-level: A service offering that is made available to at least one user outside of the providing unit.
ESMO: The Enterprise Service Management Office
Incident Management:The IT Service Management practice that seeks to minimize the negative impact of IT incidents by restoring normal operations as quickly as possible.
Lifecycle: The full set of stages, transitions, and associated statuses in the life of a service offering, product, practice, or other entity.
Provider: The campus unit, college, department, or institute that makes an offering available for use and provides support for an offering. This is not an external vendor.
Provider-level: A service offering that is only available within the providing unit.
Service Catalog: A centralized portal that showcases IT service offerings across the campus.
Service Offering: A technology-enabled activity, tool, or support service tailored to specialized operational, academic, or research needs.
Service Offering Owner: The person who is accountable for the delivery of the end-to-end offering and to maintain the offering’s catalog entry.
Service Request: A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
Service Request Management: The IT Service Management practice that seeks to efficiently fulfill predefined, user-initiated service requests in a consistent and user-friendly manner.
User: An individual who uses the IT services provided (e.g., student, faculty, staff, IT Professional).