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5.7.2.2 Service Catalog Structure
Chapter 5 ■ Service Design
A service catalog can be drafted in a number of ways, depending on the maturity of a
service provider. The structure of a service catalog can be as detailed to drill down to
the individual service components or can be simple with basics hooks and bolts. The
deeper a service catalog structure drills into, the better control an organization is going to
leverage and there are endless possibilities of improvements resulting from it.
I will discuss two views of a service catalog structure in this book.
Figure 5-8 depicts a two-view service catalog, one for the customer and one for the
support teams providing technical support. While the customer sees the menu that I
discussed in this section with all the services he can buy and enjoy, the backend of this
service catalog is visible only to the support teams. The backend may or may not look
anything like what the customer sees. More often than not, it is completely different.
While the customer sees a service he can use, the support team sees services in a way that
makes more sense for the geeks in us.
The service catalog
Business
process 1
Business
process 2
Business
process 3
Business/customer
service catalog view
Service A
Service B Service C Service D Service E
Service 1 Service 2 Service 3 Service 4 Service 5 Service 6
Technical/supporting service catalog view
Links to related
information
Service assets/configuration records
Key = Customer-facing services = Supporting services
Figure 5-8. Two views of a service catalog (business and technical service catalog)
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