In simple terms, service catalog management is a menu or catalog of services provided by the IT department. It essentially captures different services, categories, approval details, cost information (if applicable), and expected turnaround time for resolution or service. Turnaround time is one of the critical performance parameters for the service delivery organization. It is published to customers being serviced and tightly coupled with the service desk processes and OLAs with other delivery organizations. A typical list of services is illustrated in Table 21.1. A sample entry for e-mail service in the service catalog is illustrated in Table 21.2.
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