IT Services Catalog
The IT Services Catalog is the campus' central directory where IT services, products, and offerings can be found. Any SDSU Faculty or Staff person may enter their IT offerings in this catalog and after review by the governing process, the catalog entry will be made viewable to the campus community. The reference titled, Educause Higher Ed Service Catalog describes the purpose of this catalog and how IT services are organized.
Although every college and university is unique, higher education technology service organizations have many goals, challenges, and opportunities in common. One of these challenges is how best to represent the services we provide, in a format that is intelligible to, and resonates with, our community while also serving as an effective structure for service operations and improvement. The IT service catalog is in many ways the front door of IT and provides the foundation for our IT service management capabilities. It is important to note the more general term “service catalog” is widely used, partly because it offers a useful framework for publishing all manner of service information, including human resources, benefits, finance, facilities, and other service areas. This paper is about the IT service catalog, and wherever this paper mentions a service catalog, it should be understood to mean an IT service catalog; where it has a wider meaning, this will be made explicit.
The implementation of a service catalog is an important step in transforming from a technology-oriented organization into a service-oriented organization and enables the organizational focus to shift from technology components to services that facilitate university outcomes. It is a vehicle used to communicate and provide clarity to constituents about the IT services available to them, to help improve customer relations by sharing information and setting expectations, and to improve service portfolio planning so IT investments and activities better align with university needs. To date, however, there has not been a standard model across higher education. The number of institutions offering a service catalog has grown, but for institutions just starting work in this area, developing a catalog can be a lengthy and difficult process.1
The model service catalog presented in this paper identifies IT services and associated taxonomies common across many higher education institutions and incorporates components successfully used in existing service catalogs. Use of this model by a higher education institution may help jump-start a service catalog initiative and enable its rapid adoption.
A consistent and standardized approach also serves to create a shared language and platform to facilitate service comparison and benchmarking across IT organizations within institutions of higher education. Standardized terms, categories, attributes, and approaches to organizing services will educate community members new to IT service management and introduce concepts such as the difference between a “service” and a “service request.”