Part 2. Information Technology

Chapter 142. Service Catalog Management

Section 2. Service Catalog Management Process and Procedures

2.142.2 Service Catalog Management Process and Procedures

Manual Transmittal

June 05, 2020

Purpose

(1) This transmits new IRM 2.142.2, Service Catalog Management, Service Catalog Management Process and Procedures.

Material Changes

(1) This PD provides the steps and activities for the management of the Enterprise IT Service Catalog.

  • Converted to new Integrated Process Management (IPM) Standard Process Template V5.0

  • Aligned with Information Technology Infrastructure Library (ITIL) V3

  • Updated to reflect new organization process ownership

Effect on Other Documents

ES-Service_Catalog_Management_Process-V1.0-9042013 Version 1.0 dated September 10, 2013 is superseded.

Audience

This PD 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

(06-05-2020)

Nancy Sieger
Acting Chief Information Officer

2.142.2.1 (06-05-2020)

Program Scope and Objectives

  1. This document describes the formal process for implementing the requirements of the Service Catalog Management (SCM) process. It provides an operational definition of the major components of the process and how to perform each step in the process. This document also describes the logical arrangements of steps that are essential to successfully completing the process and achieving its desirable outcome.

    Overview – This IRM describes the formal process for managing the Enterprise Information Technology (IT) Service Catalog for the SCM process.

    Purpose – This IRM contains procedural steps for SCM process owners, service catalog managers, service owners, Associate Chief Information Officer (ACIO) liaisons and frontline managers.

    Audience – IT organizations providing IT service offerings.

    Policy Owner – User and Network Services (UNS), ACIO is responsible for overseeing all aspects of SCM.

    Program Owner – UNS is the program owner for SCM.

    Primary Stakeholders – The primary stakeholders are UNS, Enterprise Operations (EOps), ACIO Strategy & Planning (S&P), Application Development (AD), Cybersecurity, and Enterprise Services (ES).

    Program Goals – This IRM provides the fundamental knowledge and procedural guidance to maintain the Enterprise IT Service Catalog.

2.142.2.1.1 (06-05-2020)

Background

  1. A process is defined as "A set of related activities that accomplish a common goal". The document defines the process description, process goal and objectives, role definitions, policies and other process related attributes.

2.142.2.1.1.1 (06-05-2020)
Process Description

  1. Service Catalog Management is the process to ensure that the Service Catalog is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. Service Catalog Management provides vital information for all other Service Management processes: service details, status and the services interdependencies.

  2. The Service Catalog is a database or structured document with information about all available IT Services. The Service Catalog is the only part of the Information Technology Infrastructure Library (ITIL) Service Portfolio published to customers, and is used to support the sale and delivery of IT Services. It includes information about deliverables, contact points, ordering and request processes.

2.142.2.1.1.2 (06-05-2020)
Goal

  1. The process goal describes a specific purpose or achievement toward which the efforts of the process are directed. Each process has a specific focus and when combined with the other processes, forms a comprehensive framework for delivering and managing services.

    • To ensure that a current Service Catalog is developed, maintained and meets the agreed functionality, usability, accessibility, and performance requirements of all those who need to use it.

2.142.2.1.1.3 (06-05-2020)
Objectives

  1. Process objectives describe material outcomes that are produced or achieved by the process. The following is a list of objectives for this process:

    • To design, develop and maintain the Service Catalog and its contents.

    • To ensure information contained in the Service Catalog is current and fit for use and purpose.

2.142.2.1.2 (06-05-2020)

Authority

  1. All proposed changes to this document must be submitted in writing, with supporting rationale, to the User and Network Services (UNS), Service Planning and Improvement (SPI), Service Level Management (SLM).

2.142.2.1.3 (06-05-2020)

Roles and Responsibilities

  1. Each process defines at least one role. Each role is assigned to perform specific tasks within the process. The responsibilities of a role are confined to the specific process. They do not imply any functional standing within the hierarchy of an organization. For example, the process manager role does not imply the role is associated with or fulfilled by someone with functional management responsibilities within the organization. Within a specific process, there can be more than one individual associated with a specific role. Additionally, a single individual can assume more than one role within the process.

    Name Description
    SCM Process Owner The Process Owner is accountable for the overall quality of the process, it is performed as documented and is meeting its objectives. The Role’s responsibilities include sponsorship, design, review and continual improvement of the Process and its Metrics.

    The role’s responsibilities include:

    • Defines appropriate policies and standards to be employed throughout SCM

    • Ensures that SCM is performed per the agreed and documented process and procedures

    • Communicates SCM information or changes as appropriate to ensure awareness

    • Sponsors, designs, and continually improves SCM and its metrics

    • Reviews opportunities for SCM enhancements and for improving the efficiency and effectiveness of the process
    Service Catalog Manager The SCM Process Manager is responsible for the operational management of the process. The Process Manager’s responsibilities include planning and coordination of all activities required to execute, monitor and report on the process.

    The role’s responsibilities include:

    • Ensures all operational services and all services being prepared for operation are recorded and published within the Service Catalog

    • Works closely with Service Owners to ensure all the information within the Service Catalog is accurate and up to date

    • Responsible for monitoring the effectiveness of the Service Catalog and make recommendations for improvement

    • Defines the use and location of Service Catalog items

    • Communicates SCM changes to the impacted stakeholders
    Service Owner Accountable for the availability, performance, quality, and cost of one or more services. Uses the Service Catalog to set customer expectations.

    The role’s responsibilities include:

    • Responsible for obtaining ACIO approvals for any changes to their service offerings

    • Responsible for and delivery of a service within the agreed service levels

    • Responsible to the customer for the initiation, transition and ongoing maintenance and support of a service and accountable to the IT director or service management director for the delivery of the service

    • Responsible for producing quality, secure and resilient designs for new or improved service; this includes producing and maintaining all design documentation

    • Responsible for testing and validating new and changed service records

    • Responsible for monitoring incidents related to the service and coordinating efforts to improve it.

    • Responsible for negotiating service level objectives, Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) associated with the service

    • Responsible for communicating service information to impacted customers
    ACIO Liaisons (SCM Working Group) Are knowledgeable about the SCM Process. Can be Service Providers, Service Owners, IT Support Staff or Service Customers.

    The role’s responsibilities include:

    • Responsible for monitoring in-flight service catalog initiatives within their own ACIO units and escalating issues as required to the Service Catalog Manager.

    • Responsible for actively identifying additional ACIO-specific service catalog initiatives and bringing the initiative into the SCM scope as necessary

    • Responsible for sharing information across their respective ACIO area to consolidate and collect feedback; comments and questions; and, escalation to the core team.

    • Responsible for facilitating “reach backs” into the ACIO areas for resources required to drive the design and execution of the SCM initiatives

    • Responsible for reviewing, prioritizing, and recommending SCM improvements by evaluating improvement requests and providing prioritized recommendations to the core team

    • Responsible for communicating SCM information to their ACIO and Deputy ACIO

    • Responsible for ensuring collaboration with the line of business on Service Catalog requirements

    • Responsible for actively participating in the working group meetings
    Frontline Manager The Frontline Manager is responsible for reviewing and authorizing the RFC after it is submitted by the Service Owner.
2.142.2.1.4 (06-05-2020)

Program Management and Review

  1. Policies outline a set of plans or courses of action that are intended to influence and determine decisions or actions of a process. Policies provide an element of governance over the process that provides alignment to business vision, mission and goals.

    Process Management  
    Statement: The SCM process will have a single Process Owner and a separate Process Manager, responsible for implementation and ensuring adherence to the process. The process will be reviewed regularly to ensure that it continues to support the business requirements of the enterprise. The process will be designed and developed based on Return on Investment (ROI) to the business. Process metrics will be focused on providing relevant information as opposed to merely presenting raw data.
    People  
    Statement: Roles and responsibilities for the process must be clearly defined and appropriately staffed with people having the required skills and training. The mission, goals, scope and importance of the process must be clearly and regularly communicated by upper management to the staff and business customers of IT. All IT staff (direct and indirect users of the process) shall be trained at the appropriate level to enable them to support the process.
    Rationale: It is imperative that people working in, supporting or interacting with the process in any manner understand what they are supposed to do. Without that understanding SCM will not be successful.
    Process  
    Statement: Modifications to the SCM process must be approved by the Process Owner. The design of the process must include appropriate interfaces with other processes to facilitate data sharing, escalation and workflow. The process must be capable of providing data to support real-time requirements as well as historical/trending data for overall process improvement initiatives. The process must be fully documented, published and accessible to the various stakeholders of the process. The process will be reviewed on a periodic basis in order to ensure it continues to support organizational goals and objectives (continuous improvement). The process must include Inputs, Outputs, Controls, Metrics, Activities, Tasks, Roles and Responsibilities, Tool and Data requirements along with documented process flows. The process will be kept straight forward, rational, and easy to understand.
    Rationale: The process must meet operational and business requirements.
    Technology and Tools  
    Statement: All tools selected must conform to the enterprise architectural standards and direction. Existing in-house tools and technology will be used wherever possible, new tools will only be entertained if they satisfy a business need that cannot be met by current in-house tools. The selection of supporting tools must be process driven and based on the requirements of the business. Selected tools must provide ease of deployment, customization and use. Automated workflow, notification and escalation will be deployed wherever possible to minimize delays, ensure consistency, reduce manual intervention and ensure appropriate parties are made aware of issues requiring their attention.

    The tools used by this process are the following:

    Knowledge Incident/Problem Service and Asset Management (KISAM)
    Rationale: Technology and tools should be used to augment the process capabilities, not become an end themselves.
2.142.2.1.5 (06-05-2020)

Program Controls

  1. Activities involved in ensuring a process is predictable, stable, and consistently operating at the target level of performance.

2.142.2.1.5.1 (06-05-2020)
Controls

  1. Process controls represent the policies and guiding principles on how the process will operate. Controls provide direction over the operation of processes and define constraints or boundaries within which the process must operate.

    Name Description
    Policies Policies and criteria for the inclusion of a service offering and its attributes in the Enterprise IT Service Catalog.
    Scope The scope of the SCM process. Includes identification of what is included in and what is excluded from the SCM process.
    Change Management Policies Change Management policies and procedures.
    Management Reports The frequency and distribution for regularly produced management reports.
2.142.2.1.5.2 (06-05-2020)
Metrics

  1. Metrics are used for the quantitative and periodic assessment of a process. They should be associated with targets that are set based on specific business objectives. Metrics provide information related to the goals and objectives of a process and are used to take corrective action when desired results are not being achieved and can be used to drive continual improvement of process effectiveness and efficiency.

  2. Management will regularly set targets for process performance, gather quantifiable data related to different functions of the SCM process, and review that data to make informed decisions and take appropriate corrective action, if necessary. All Measurements will have a defined data dictionary, map to the organizational strategic goals, and be documented in a Process Measurement Plan. The Process Measurement Plan template is available in the IT Process Asset Library (IT PAL).

2.142.2.1.5.3 (06-05-2020)
Tailoring Guidelines

  1. The tailoring guidelines identify the allowable variations of the IT organization’s standard process as needed for adjustments (adding, deleting, modifying) relative to specific operational or functional needs of another organization. Process tailoring is about roles and procedures, not the standard process or major activities defined in this process. All tailoring request, with supporting rationale, must be submitted in writing to and approved by the SCM owner.

2.142.2.1.6 (06-05-2020)

Terms/Definitions/Acronyms

  1. Terms/Definitions/Acronyms

2.142.2.1.6.1 (06-05-2020)
Terms and Definitions

  1. Terms and Definitions

    Term Definition
    Critical Success Factor (CSF) Something that must happen if an IT service, process, plan, project or other activity is to succeed. Key Performance Indicators (KPIs) are used to measure the achievement of each CSF.
    Fit for Purpose The ability to meet an agreed level of utility. Fit for purpose is also used informally to describe a process, configuration item, IT service etc. that can meet its objectives or service levels. Being fit for purpose requires suitable design, implementation, control and maintenance.
    Fit for Use The ability to meet an agreed level of warranty. Being fit for use requires suitable design, implementation, control and maintenance.
    IT Service Management The implementation and management of Quality IT Services that meet the needs of the Business. IT Service Management is performed by IT Service Providers through an appropriate mix of people, Process and Information Technology.
    IT Service Provider A Service Provider that provides IT Services to Internal Customers or External Customers.
    KPIs A metric that is used to help manage an IT service, process, plan, project or other activity. KPIs are used to measure the achievement of CSFs. Many metrics may be measured, but only the most important of these are defined as KPIs and used to actively manage and report on the process, IT service or activity. They should be selected to ensure that efficiency; effectiveness and cost effectiveness are all managed.
    Operational Level Agreement An agreement between an IT service provider and another part of the same organization. It supports the IT service provider’s delivery of IT services to Customers and defines the goods or services to be provided and the responsibilities of both parties.
    Responsible, Accountable, Consulted, and Informed The Responsible, Accountable, Consulted, and Informed (RACI) model is based on the principle that people act in one of four ways when executing a task. It accounts for the fact that more than one role may be active in performing a specific task while clearly defining specific responsibilities for that role. While many roles may be involved in a task only one is Accountable for the results.

    The actions are:

    • R Responsible for the action (may do the task)

    • A Accountable for the action (including approval)

    • C Required to be Consulted on the action

    • I Required to be Informed of the action

    If a task does not have an Accountable role indicated, then the Responsible role is assumed to be accountable for the task.
    Request for Change A formal proposal for a change to be made. It includes details of the proposed change, and may be recorded on paper or electronically. The term is often misused to mean a change record, or the change itself.
    Service A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. The term ‘service’ is sometimes used as a synonym for core service, IT service or service package.
    Service Catalog A database or structured document with information about all live IT services, including those available for deployment. The service catalog is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business; and supporting services required by the service provider to deliver customer-facing services.
    Service Catalog Management The process responsible for providing and maintaining the service catalog and for ensuring that it is available to those who are authorized to access it.
    Service Owner A role responsible for managing one or more services throughout their entire lifecycle. Service owners are instrumental in the development of service strategy and are responsible for the content of the service.
    Service Provider An organization supplying services to one or more internal customers or external customers. Service provider is often used as an abbreviation for IT service provider.
    Stakeholder A person who has an interest in an organization, project, IT service etc. Stakeholders may be interested in the activities, targets, resources or deliverables. Stakeholders may include customers, partners, employees, shareholders, owners etc.
    Underpinning Contract A Contract between an IT Service Provider and a Third Party. The Third Party provides goods or Services that support delivery of an IT Service to a Customer. The Underpinning Contract defines targets and responsibilities that are required to meet agreed Service Level Targets in an SLA.
2.142.2.1.6.2 (06-05-2020)
Acronyms

  1. Acronyms

    Acronyms Definition
    ACIO Associated Chief Information Officer
    CSFs Critical Success Factors
    EOps Enterprise Operations
    IPM Integrated Process Management
    IT Information Technology
    ITIL Information Technology Infrastructure Library
    KISAM Knowledge, Incident/Problem, Service and Asset Mangement
    KPIs Key Performance Indicators
    OLA Operational Level Agreement
    RACI Responsible, Accountable, Consulted and Informed
    RFC Request for Change
    SCM Service Catalog Management
    SDP Service Design Package
    SLM Service Level Management
    SMPG Service Management Process Group
    SPI Service Planning and Improvement
    UC Underpinning Contract
    UNS User and Network Services
2.142.2.1.7 (06-05-2020)

Related Resources

  1. ITIL V3
    IRM 2.125 Change Management

2.142.2.1.8 (06-05-2020)

Training

  1. Process training involves training all stakeholders about key processes that are crucial for an organization to deliver business objectives. Training provides clarity to employees on a set of procedures that needs to be carried out as part of the process and the best possible way to do them. List below the training resources available for this process:

    • ITIL Foundation Training or Overview

    • ChM Process Overview

    • ChM Configuration Management

    • KISAM ChM Role Training

2.142.2.2 (06-05-2020)

Process Workflow

  1. A process workflow consists of Activities and Tasks, Inputs and Outputs, Roles, and Flow Diagrams. It describes the tasks, procedural steps, organizations or people involved, required input and output information, and tools needed for each step of the process.

2.142.2.2.1 (06-05-2020)

Main Process Diagram

  1. Service Catalog Management Process Flow Diagram

    Figure 2.142.2-1

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2.142.2.2.2 (06-05-2020)

Inputs

  1. Process inputs are used as triggers to initiate the process and to produce the desired outputs. Users, stakeholders or other processes provide inputs. The following is a list of inputs for this process:

    Name Description Supplier
    Knowledge Article An article providing written instructions or guidance on process or procedures on IT Services. Service Owner
    Service Level Agreement An agreement between the service provider and customer on aspects of an IT Service (i.e., quality, availability, responsibilities) Service Owner
    Service Improvement Plan A plan at improving services and processes, based on the results of service reviews and process evaluations. Service Catalog Manager
    Enterprise IT Service Catalog Template A document that contains IT Service attributes. Service Owner
    Service Design Package Documentation that contains IT Services requirements, diagrams, workflows, etc. Service Owner
    SCM Reports Reports produced from SCM measures. Service Catalog Manager
    SCM Metrics A means to pinpoint gaps in processes or documentation, highlighting additional opportunities for operational improvement. Service Catalog Manager
2.142.2.2.3 (06-05-2020)

Outputs

  1. Each process produces tangible outputs. These outputs can take the form of products or data and can be delivered to a user or stakeholder, or, they can be used as inputs to other processes. Outputs are measurable in terms of quantity and quality.

    Name Description Recipient
    Updated Service Catalog An updated Service Catalog in KISAM that encompasses all operational IT Services provided by IT.

    An Enterprise IT Service Catalog Template outlining the specifics of a service: description, availability, dependencies, service level, etc.    		 Service Catalog Manager
    Service Improvement Plan A plan at improving services and processes, based on the results of service reviews and process evaluations. Service Catalog Manager
2.142.2.2.4 (06-05-2020)

Activities

  1. An activity is a major unit of work to be completed in achieving the objectives of the process. A process consists of a sequence of related activities that transforms inputs into outputs and performed by the roles defined in the process. Activities are measurable in terms of efficiency and effectiveness. Identify the activities in the process and provide a brief description. The activities must correspond with the high-level process flow diagram above.

    ID Name Description
    SCM 1.0 Process Service Catalog Change Request (CR) Information gathering for a Service Catalog entry consisting of the service definition and many important attributes of the service. For new services the information may be gathered from authorized sources such as the Service Owner and/or third-party Service Provider. For existing services this information may be available from the Service Design Package.
    SCM 2.0 Publish Service Catalog Changes are made to the Service Catalog, tested, validated, and made available to the eligible customers.
    SCM 3.0 Monitor Service Catalog and Reports Ensures accurate information within the Service Catalog. Service Catalog KPIs are used to measure progress against the CSFs.
2.142.2.2.5 (06-05-2020)

Procedure

  1. A procedure provides the step by step instructions, or tasks, in how to perform each activity in the process and usually applies to a single role that will be responsible in performing the task.

2.142.2.2.5.1 (06-05-2020)
SCM 1.0: Process Service Catalog Change Request (CR)
  1. ID Task Name and Description Role RACI Duties
    SCM 1.1 Define Service      
      The Service Owner works with Subject Matter Experts (SMEs) to define their ACIO approved new or changes to their service offering and completes or updates the required templates per KM0048793. Service Owner R/A Obtains ACIO approval and complete required templates.
      The Service Owner develops and maintains required artifacts adhering to the Service Level Management, Knowledge Management, Design Coordination, Service Portfolio Management and Change Management processes.     Adheres to Service Level Management, Knowledge Management, and Change Management processes for required service documentation.
    SCM 1.2 Submit Service Catalog Change Request (CR)      
      The Service Owner submits a change request in KISAM to modify the IT Service Catalog and attaches the required templates for review. Service Owner R Submit KISAM change request (CR) with completed required templates attached.
            Submit CR for Frontline Manager’s approval.
      If the Frontline Manager does not approve, the CR is closed and an email is sent to the requester with the reason the CR was denied.

    If the Frontline Manager approves, the CR moves to SCM 1.3 Review Service Catalog CR.    		 Frontline Manager A Frontline Manager approves or denies the CR in the KISAM Change Management module.
    SCM 1.3 Review Service Catalog CR      
      The Service Catalog Manager reviews the CR to identify the type of change being request (New, Change, Retire or Catalog Design Modification) and ensures documentation is attached. Service Catalog Manager R/A Ensure that the CR is logged and required documentation attached.
      If the type of request is to add a service that already exists, the process moves to SCM 1.4 Notify Requester Service Already Exists.     Ensure that the Service Catalog does not contain duplicate service records.
      If the type of request is a New, Change, Retire or Catalog Design Modification, the process moves to SCM 1.5 Gather Required Information or SCM 1.6 Conduct Meetings to Review Service Catalog CR.     Work with the Service Owner to obtain additional information about the service.
      If documentation is not complete or additional information is required, the Service Catalog Manager will work with the requester and the process moves to SCM 1.5 Gather Additional Information.

    If documentation is complete and no additional information is needed, the process moves to SCM 1.6 Conduct Meetings to Review Service Catalog CR.    		     Work with the Service Owner on the required documentation for completeness.
    SCM 1.4 Notify Requester Service Already Exists      
      If the type of CR is to add a service that is already in the catalog, the Service Catalog Manager notifies the requester that the service already exists, where they can find it, closes the CR and the process ends. Service Catalog Manager

    Service Owner    		 R/A


    I    		 The Service Owner is notified of the existing service record and the CR is closed.
    SCM 1.5 Gather Additional Information      
      The Service Owner or additional SMEs will be required to provide additional information about the service. At this point the Service Owner may withdraw and close the CR. Service Owner R Provide additional required information.
      The Service Catalog Manager may setup meetings to ensure information is completed for the design and build of the service. Service Catalog Manager A Schedule meetings if necessary.
    SCM 1.6 Conduct Meetings to Review Service Catalog CR      
      The Service Catalog Manager establishes meetings with the Service Owner and ACIO Service Catalog Liaisons to review and approved or denied the CR, agree to the definition of the service and ensure there is enough information to support the service going being published. Service Catalog Manager R/A The Service Catalog Manager schedules meetings
      If the CR is denied, the CR is closed and the process ends. Service Catalog Liaisons C Provide advice and guidance as required. This may include performing all or some of the tasks.
      If the CR is approved, the process moves to SCM 1.7 Incorporate changes to the IT Service Catalog. Service Owner C  
    SCM 1.7 Incorporate changes to the IT Service Catalog      
      Depending on the type of change to the Service Catalog, the Service Catalog Manager, Service Owner and ACIO Service Catalog Liaisons incorporate the identified changes (New, Change, Retire or Catalog Design Modification and/or identify service hierarchy). Service Catalog Manager A Update CR activities with meeting and approval date.
      The Service Owner finalizes the required templates, Service Level Agreement, Knowledge Article(s) and any additional design documentation accordingly and updates the CR. Service Owner R Finalizes and maintains the required service documentation. Uploads the latest documentation to the CR.
    SCM 1.8 Update Service Catalog / Service Record (Paper Version)      
      The Service Catalog Manager updates the paper version (SharePoint list) of the Service Catalog. Service Catalog Manager R/A Ensure the paper version of the Service Catalog is in sync with the Service Catalog in KISAM.
2.142.2.2.5.2 (06-05-2020)
SCM 1.0 Process Service Catalog Diagram

  1. Service Catalog Management Procedure - 1.0 Process Service Catalog Change Request (CR).

    Figure 2.142.2-2

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2.142.2.2.5.3 (06-05-2020)
SCM 2.0: Publish Service Catalog
  1. ID Task Name and Description Role RACI Duties
    SCM 2.1 Review Assessment      
      Once EOPS does their assessment, a task is created and assigned to SCM for review. The Service Catalog Manager reviews that assessment, updates and closes the task and moves the CR to Technical Authorization.

    If Technical Authorization is not approved, the CR goes back to Assess & Evaluate.

    If Technical Authorization is approved, the CR goes to Plan, Build and Test phase.    		 Service Catalog Manager R/A Ensure that the change request is in Assess & Evaluate and Technical Authorization phases for processing by EOps.
    SCM 2.2 Test, Review and Submit for Approval      
      Once the change has been planned, designed and built a task is created to SCM for testing and review. Service Catalog Manager R/A Ensure testing is successful and CR is submitted for approval.
      The Service Catalog Manager works with the Service Owner to test the change. Any test errors or modifications are communicated back to the developers during the test phase until testing is successful. Service Owner C Test, provide feedback and ensure requirements have been met.
      Once testing is successful, the Service Catalog Manager updates, reviews and closes the task. Service Catalog Manager   Submit for Schedule & Approval.
      The Service Catalog Manager Submits for Schedule & Approval.

    If approved, an Implementation task is created for EOPS to implement and Knowledge Article task is created for the Service Catalog Manager to notify the Service Owner to submit any knowledge article information.

    If not approved, the CR goes back to Schedule & Approval phase.    		     Email Service Owner implementation date and to submit knowledge article information (if applicable).
    SCM 2.3 Email Service Owner      
      Email the Service Owner implementation schedule and to submit Knowledge Article information. Service Catalog Manager A Email Service Owner
        Service Owner R Submitting Knowledge Article information (if applicable), User Instructions, etc. pertaining to the service.
    SCM 2.4 Verify Implementation in Production      
      Once the change has been implemented by EOPS in the production environment, the Service Catalog Manager validates and notifies the Service Owner that it is now available to their customers. Service Catalog Manager A Ensure the changes have been published in production and is accurate.
      Notify Service Owner that the service is in production. Service Owner R Provide any additional information to its customers.
    SCM 2.5 Update Service Catalog / Service Record (Paper Version)      
      The Service Catalog Manager updates the paper version (SharePoint list) of the Service Catalog. Service Catalog Manager R/A Ensure the paper version of the Service Catalog is in sync with the Service Catalog in KISAM.
    SCM 2.6 Finalize Communications      
      The Service Catalog Manager updates and publishes the communications to the customers and closes the CR. Service Catalog Manager R/A Ensure the communications page in SharePoint is updated and CR is closed.
2.142.2.2.5.4 (06-05-2020)
SCM 2.0 Publish Service Catalog Diagram

  1. Service Catalog Management Procedure - 2.0 Publish Service Catalog.

    Figure 2.142.2-3

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2.142.2.2.5.5 (06-05-2020)
SCM 3.0: Monitor Service Catalog and Reports
  1. ID Task Name and Description Role RACI Duties
    SCM 3.1 Analyze Service Catalog Reports      
      The Service Catalog Manager periodically (monthly, annually) reviews generated reports and metrics and identifies quality issues or areas of improvements. Service Catalog Manager R/A Ensure Service Catalog issues are reviewed for relevance and possible improvements. Regular reports are produced and analyzed for discussion with the Service Owner and SCM ACIO Liaisons.
    SCM 3.2 Document Findings for Review      
      The Service Catalog Manager documents findings for review with the Service Owners and SCM ACIO Liaisons. Service Catalog Manager R/A Identify improvement opportunities and document findings for review with the Service Owner, SCM Owner/Manager and/or SCM ACIO Liaisons.
    SCM 3.3 Conduct Meetings to Review Findings      
      The Service Catalog Manager conducts meetings with the Service Owner and/or SCM ACIO Liaisons to review findings and establish a Service Improvement Plan (SIP) if necessary. Service Catalog Manager R/A Establish meetings, brief members and provide input into the Service Catalog SIP.
      If a SIP isn’t needed, the process moves to SCM 3.1.

    If a SIP is needed, the process moves to SCM 3.4.    		 SCM ACIO Liaisons C Provide input into the Service Catalog SIP.
    SCM 3.4 Develop Service Catalog Service Improvement Plan (SIP)      
      The Service Catalog Manager creates the SIP and reviews with the Service Owner and/or SCM ACIO Liaisons and finalizes. Service Catalog Manager R/A Finalize Service Catalog SIP.
        SCM ACIO Liaisons C Provide input into the Service Catalog SIP.
    SCM 3.5 Present to SCM Process Owners / Managers      
      The Service Catalog Manager briefs management, Service Owner and/or SMPG.

    The process moves to 1.0 Process Service Catalog Change Request (CR) with Service Catalog Manager being the requester for improvement to the Service Catalog.    		 Service Catalog Manager R/A Ensure the SCM Process Owners and/or SMPG are briefed.

    Ensure the process moves to 1.0 Process Service Catalog Change Request (CR) and a CR is created.
2.142.2.2.5.6 (06-05-2020)
SCM 3.0 Monitor Service Catalog and Reports Diagram

  1. Service Catalog Management Procedure - 3.0 Monitor Service Catalog and Reports.

    Figure 2.142.2-4

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