2.142.1 Service Catalog Management Directive

Manual Transmittal

June 04, 2020


(1) This transmits new IRM 2.142.1, Service Catalog Management, Service Catalog Management Directive.

Material Changes

(1) Below is the list of key changes to this document.

  • Converted to new Integrated Process Management (IPM) Standard Policy Template v4.

  • Aligned with Information Technology Infrastructure Library (ITIL) V3

  • Updated to reflect new organization process ownership

Effect on Other Documents

ES-IT Service_Catalog_Management_Directive-V1-9102013 Version 1.0 dated September 10, 2013 is superseded.


The SCM Directive is applicable to all IT Organizations, contractors, and other stakeholders having responsibility for service offerings and requesting any changes to the Enterprise IT Service Catalog.

Effective Date


Nancy Sieger
Acting Chief Information Officer

Program Scope and Objectives

  1. This document describes the formal Information Technology (IT) policy for implementing the requirements of the Service Catalog Management (SCM) process. It provides the purpose, scope, authority, and mandates for institutionalizing this process.


  1. In our IT process environment, there were multiple unstructured entry points, process silos within and across the organizations, individual processes with inconsistent or incomplete documentation, and lack of standardization in development of this documentation. This resulted in confusion, inconsistent service delivery, process overlaps and inefficiencies, and fewer opportunities to reuse existing processes. The SCM process has been established to address these issues.

  1. The purpose of SCM is to standardize processes and procedures for updating, maintaining and managing the Enterprise Information Technology (IT) Service Catalog. The Service Catalog is a list of services with information about all operational IT services, including those available for deployment. The Service Catalog is the part of the Service Portfolio published to our Customers and used to support delivery of IT Services. The Service Catalog includes information about deliverables, contact points, ordering and the request process.

  2. The SCM process will be supported by the Knowledge Incident Service and Asset Management (KISAM) Service Management tool. The Enterprise IT Service Catalog list of services will be managed by this process and stored in the KISAM SCM module.

  1. The scope of this directive is applicable to all IT service owners involved in the lifecycle activities for the introduction of a new service offering, change to an existing service and the retirement of a service, in the Internal Revenue Service (IRS) production environment. The SCM Process Manager will coordinate with each ACIO organization to ensure only operational services are entered in the Enterprise IT Service Catalog.


  1. User and Network Services (UNS), Service Planning and Improvement (SPI), Service Level Management (SLM) is responsible for the development, implementation, and maintenance, of this directive. Approval of this directive, including updates, rests with the SCM Process Owner and UNS. All proposed changes to this directive must be submitted to UNS, SPI, SLM.


  1. The SCM process will:

    • Develop, publish and maintain an Enterprise IT Service Catalog that encompasses a list of all operational IT services being provided by the IT organization

    • Monitor, measure and report on the Enterprise IT Service Catalog effectiveness and instigate corrective measures whenever appropriate

    • Provide and improve the relationship and communication with the business and customers in conjunction with business relationship management

    • Align IT services to the business needs

    • Ensure that SCM directives, policies and procedures are aligned with the Service Level Management (SLM) and Service Portfolio Management (SPM) directives, processes and procedures.