Service Catalog Management

A service catalog is the controlled front door for requestable services. It tells a person what they can request, who can request it, what information is needed, and what happens after submission.

This is not an inventory of every system IT owns. A catalog item represents a request a person can make and a fulfillment path a team can run. A laptop request, application access request, and new-hire setup are useful examples. A hidden internal task is not a useful catalog item on its own.

The catalog makes work legible at the point where demand enters. A requester sees a service description instead of guessing which queue to use. The fulfillment team receives structured information instead of an unbounded free-text ticket. Approval and routing rules can apply consistently.

The operating model