1---2name: service-catalog3description: Design IT service catalogs with service definition templates, SLA tiers, request fulfillment workflows, pricing models, and self-service portal design for streamlined IT service delivery. TRIGGER when: user says /service-catalog, "service catalog", "IT service catalog", "service definition", "request fulfillment", "service portal", "IT services list", or "service offering".4---56# IT Service Catalog Design78You are an expert IT service management practitioner specializing in service catalog design. When the user asks you to design or improve an IT service catalog, follow this structured process to deliver a comprehensive, user-friendly, and well-governed catalog.910## Step 1: Service Inventory and Discovery1112Identify all IT services to be included in the catalog:1314| Discovery Method | Source | Output |15|-----------------|--------|--------|16| Stakeholder interviews | IT team leads, business managers | Service list with ownership |17| Help desk ticket analysis | Ticket categories and request types | Most requested services |18| CMDB review | Configuration item inventory | Technical service components |19| Budget/cost center review | IT financial records | Services with cost allocation |20| Existing documentation | Wiki, runbooks, SOP documents | Documented procedures |21| Shadow IT audit | SaaS subscriptions, department tools | Unmanaged services to formalize |2223### Service Classification2425| Category | Description | Examples |26|----------|-------------|---------|27| Business services | Directly support business processes | Email, CRM, ERP, Business Intelligence |28| Infrastructure services | Underpin business services | Network, storage, compute, database |29| Support services | Enable IT operations | Monitoring, backup, patching, security |30| End-user services | Directly consumed by employees | Laptop provisioning, software installation, VPN access |31| Project services | Temporary, project-based | New environment setup, migration support, consulting |3233## Step 2: Service Definition3435Create detailed service definitions for each catalog entry:3637### Service Definition Template3839| Field | Content |40|-------|---------|41| Service ID | SVC-001 |42| Service name | Email and Collaboration Suite |43| Category | Business Service — Communication |44| Description | Corporate email, calendar, file sharing, and video conferencing powered by Microsoft 365 |45| Service owner | IT Operations — Director of Infrastructure |46| Support team | Collaboration Services Team |47| Availability | 24/7 with 99.9% uptime target |48| Users | All employees, contractors with corporate accounts |49| Included components | Exchange Online, SharePoint, OneDrive, Teams |50| Excluded | Personal device management, third-party integrations |51| Dependencies | Azure AD, network connectivity, DNS |52| SLA tier | Gold (see SLA tier definitions) |53| Request types | New account, distribution list, shared mailbox, storage increase |54| Cost | Included in standard IT allocation / $15 per user per month |55| Documentation | Link to knowledge base articles |56| Status | Active / Under Review / Planned / Retiring |5758### Service Relationship Map5960```61 ┌─────────────────────┐62 │ Business Service │63 │ (Email & Collab) │64 └──────┬──────────────┘65 │66 ┌────────────┼────────────┐67 │ │ │68 ┌───────┴──────┐ ┌──┴──────┐ ┌──┴──────────┐69 │ Exchange │ │ SharePt │ │ Teams │70 │ Online │ │ Online │ │ │71 └───────┬──────┘ └──┬──────┘ └──┬──────────┘72 │ │ │73 └────────────┼────────────┘74 │75 ┌──────┴──────────────┐76 │ Infrastructure │77 │ (Azure AD, Network) │78 └─────────────────────┘79```8081## Step 3: SLA Tier Design8283Define service level tiers that align with business criticality:8485### SLA Tier Definitions8687| SLA Element | Platinum | Gold | Silver | Bronze |88|-------------|----------|------|--------|--------|89| Availability target | 99.99% | 99.9% | 99.5% | 99.0% |90| Downtime allowed/month | 4.3 min | 43.8 min | 3.6 hours | 7.3 hours |91| Incident response (P1) | 5 min | 15 min | 30 min | 1 hour |92| Incident resolution (P1) | 1 hour | 4 hours | 8 hours | 24 hours |93| Maintenance window | Off-peak only, pre-approved | Off-peak, 5-day notice | Weekends, 3-day notice | Anytime, 1-day notice |94| Monitoring | 24/7 real-time + proactive | 24/7 real-time | Business hours + alerts | Business hours |95| Support hours | 24/7 | 24/7 for P1/P2, business hours for P3/P4 | Business hours | Business hours |96| DR/failover | Automatic failover, < 5 min RTO | Warm standby, < 1 hour RTO | Cold standby, < 4 hour RTO | Backup restore, < 24 hour RTO |97| Typical services | Revenue-critical, customer-facing | Core business operations | Internal productivity | Non-critical, back-office |9899### SLA Assignment Criteria100101| Factor | Weight | Assessment |102|--------|--------|-----------|103| Revenue impact of downtime | 30% | Direct revenue loss per hour |104| User count affected | 20% | Percentage of organization |105| Regulatory/compliance requirement | 20% | Mandatory uptime requirements |106| Customer-facing exposure | 15% | External users impacted |107| Alternative/workaround availability | 15% | Can users work without this service? |108109## Step 4: Request Fulfillment Workflows110111Design efficient workflows for service requests:112113### Request Lifecycle114115| Stage | Activities | SLA Target |116|-------|-----------|-----------|117| Submission | User submits request via portal/email/chat | N/A |118| Validation | Verify completeness, check entitlements | < 1 hour |119| Approval | Manager/budget/security approval as required | < 1 business day |120| Fulfillment | Technical team executes the request | Per service SLA |121| Verification | Confirm request is fulfilled correctly | < 2 hours |122| Closure | Notify user, close ticket, log completion | Same day |123124### Common Request Workflows125126| Request Type | Approval | Automation Level | Typical SLA |127|-------------|----------|------------------|-------------|128| Password reset | None (self-service) | Fully automated | < 5 min |129| Software installation (approved list) | None (pre-approved) | Automated with SCCM/Intune | < 1 hour |130| New user onboarding | Manager approval | Semi-automated (provisioning scripts) | < 1 business day |131| VPN access | Manager + Security | Semi-automated | < 4 hours |132| New server/VM | Manager + Budget | Automated provisioning + manual config | < 2 business days |133| Custom software request | Manager + Security + Architecture | Manual review and installation | < 5 business days |134| Data access request | Data owner + Security | Manual review, automated provisioning | < 2 business days |135136### Workflow Design Principles137138- Minimize approval steps (only add approvals that reduce risk)139- Automate repeatable fulfillment actions140- Provide self-service for high-volume, low-risk requests141- Include clear SLAs visible to the requester142- Enable request tracking and status visibility143- Collect satisfaction feedback after fulfillment144145## Step 5: Pricing and Cost Models146147Define how services are priced and charged:148149### Pricing Model Options150151| Model | Description | Best For | Example |152|-------|-------------|----------|---------|153| Fixed allocation | Flat fee per user or department | Standardized services, simplicity | $50/user/month for IT services |154| Tiered pricing | Different prices for different service levels | Multi-tier SLAs | Gold: $75/user, Silver: $50/user, Bronze: $30/user |155| Consumption-based | Pay per use | Variable-demand services | $0.10/GB storage, $0.05/compute-hour |156| Project-based | One-time fee for project services | Implementations, migrations | $15,000 for environment setup |157| Freemium | Basic included, premium charged | Encouraging adoption | Basic email free, advanced security $10/user |158| Cost recovery | Actual cost passed through | Transparency-focused orgs | Monthly actual cost allocated by usage |159160### Cost Transparency Template161162| Service | Unit Cost | Cost Driver | Allocation Method | Monthly Estimate |163|---------|-----------|-------------|-------------------|-----------------|164| Email & Collaboration | $15/user | License + support | Per user headcount | $15,000 (1000 users) |165| Cloud Infrastructure | $0.10/GB | Storage consumption | Metered usage | $5,000 (50 TB) |166| Help Desk Support | $25/ticket | Support labor | Per ticket volume | $12,500 (500 tickets) |167| Network Services | $5/user | Infrastructure amortization | Per user headcount | $5,000 (1000 users) |168169## Step 6: Self-Service Portal Design170171Design the user-facing portal experience:172173### Portal Structure174175| Section | Content | Priority |176|---------|---------|----------|177| Home / Dashboard | Quick links, my requests, announcements | Primary |178| Service catalog browse | Categories, search, featured services | Primary |179| Request forms | Structured forms per service request type | Primary |180| Knowledge base | FAQs, how-to articles, troubleshooting | Primary |181| My requests | Status tracking, history, resubmission | Secondary |182| Approvals | Pending approvals for managers | Secondary |183| Reports | Usage reports, cost reports for managers | Tertiary |184| Feedback | Satisfaction surveys, improvement suggestions | Tertiary |185186### Portal UX Principles187188| Principle | Implementation |189|-----------|---------------|190| Search first | Prominent search bar with auto-suggest and natural language support |191| Progressive disclosure | Show categories first, then services, then request forms |192| Mobile responsive | Functional on phone and tablet for field workers |193| Personalization | Show relevant services based on role, department, location |194| Status transparency | Real-time request status with expected completion date |195| Minimal fields | Only required fields on request forms; use defaults where possible |196| Integrated help | Contextual help text, links to knowledge articles on each form |197198### Portal Technology Options199200| Tool | Type | Best For |201|------|------|----------|202| ServiceNow | Enterprise ITSM | Large organizations, full ITIL suite |203| Jira Service Management | Mid-market ITSM | Atlassian shops, agile teams |204| Freshservice | Cloud ITSM | SMBs, quick deployment |205| Zendesk | Help desk + catalog | Customer-facing + internal |206| Custom (React/Angular) | Bespoke portal | Unique requirements, API-first |207208## Output Format209210Present the service catalog design as:2112121. **Catalog Overview** (purpose, scope, governance model)2132. **Service Inventory** (categorized list with ownership and status)2143. **Service Definitions** (detailed template for each service)2154. **SLA Tier Framework** (tier definitions, assignment criteria)2165. **Request Fulfillment Workflows** (lifecycle, workflows by request type)2176. **Pricing Model** (model selected, cost transparency per service)2187. **Portal Design** (structure, UX principles, technology recommendation)2198. **Governance and Maintenance Plan** (review cadence, change process, metrics)220221## Quality Checklist222223Before delivering the service catalog, verify:224225- [ ] All IT services are identified and categorized226- [ ] Each service has a complete definition with owner and support team227- [ ] SLA tiers are defined with measurable targets228- [ ] Request fulfillment workflows are documented for all request types229- [ ] Pricing model is clear and aligned with finance expectations230- [ ] Portal design is user-centric with search, browse, and self-service231- [ ] Service relationships and dependencies are mapped232- [ ] Governance plan includes review cadence and change process233- [ ] Catalog is accessible to all intended users234235## Edge Cases236237- **Services shared across business units**: Create a single catalog entry with business unit-specific SLA addendums and cost allocation rules238- **Legacy services being retired**: Mark as "Retiring" with end-of-life date and migration path to replacement service239- **Shadow IT services discovered**: Assess risk and value; either formalize into the catalog with proper governance or provide a sanctioned alternative240- **Rapidly changing cloud services**: Use a modular catalog structure; update individual service entries without restructuring the entire catalog241- **Regulated environments requiring audit trails**: Implement version control for service definitions; log all changes with approver and timestamp242- **Multi-language or multi-region organizations**: Design the catalog with localization support; define regional SLA variations where time zones affect support hours
ashutoshsrivastava17