Service Portfolio/Service Catalog Management

Service Portfolio management is the process that allows organizations to create and manage a comprehensive set of service offerings for customers.

In CSM, the heart of the Service Portfolio is the Service Catalog. The Service Catalog is imperative to a service desk because it defines and communicates a list of services that an organization provides to its employees or customers.

Each Service in a catalog is defined by:

  • Basic information: Name, description, status, stakeholders/owners, costs, etc.
  • Service Categorization: The service categorization has a three-tiered organization (service, category, and subcategory) that determines the type of support required (Incident or Request), which Specifics form to display to capture the appropriate details, and which Priority Matrix to use.
  • SLAs: A Service Level Agreement (SLA) is an agreement between an entity (Customer, Service, or Configuration Item) and a Service Provider that defines response/resolve target times for a service.
  • Priority: The priority is used to establish timescales and effort to respond to and resolve an issue (Incident or Request). Priority is derived from an impact and urgency Priority Matrix.