Service Catalog 2.0

The Service Catalog 2.0 Project continues work started in the Service Ownership & Catalog Foundations project and supports the Service Catalog Management practice by ensuring that there is a single, managed source of information about services and service offerings housed within the Berkeley IT Configuration Management Database (CMDB). The catalog records created in this project will be managed on ServiceNow and aligned with ServiceNow’s Common Service Data Model (CSDM) to ensure compatibility with the ServiceNow platform.

Each service record type will contain a narrowly-scoped and well-defined set of attributes as recommended by the Educause Higher Ed IT Service Catalog Model. These attributes will help define and describe the services based on stakeholder needs. The catalog will support the other operational practices as well as processes related to the service lifecycle.

The ultimate output of the project will be the creation and management of fit-for-purpose catalog views. These views will meet the needs of service customers and users, as well as operational staff, and provide the appropriate level of access to catalog information. The information presented in the views will be fed by the records in the CMDB and may be presented in views in ServiceNow, the IT Service Hub, or other technologies and communication tools.

Project Goals

• Establish Practice & Outreach: Define practice, roles/responsibilities and stop-gap plans for related practices.
• Catalog Structure: Define record types and attributes using the ServiceNow CSDM and the Educause Higher Ed IT Service Catalog Model.
• Service Mapping: Complete survey and update of all bIT services (includes services, service offerings and application services).
• Delivery: Build technology plan to deliver 2 primary automated views (one for operational management and one for service customers and users).

Project Milestones

Success Metrics

1. Establish practice and community outreach
   1. Roles with clear accountability, responsibility, and authority
   2. Well-defined business processes and procedures
   3. Effective handoffs between Catalog activities and other processes
   4. Stop-gap plans where related practices lack defined processes
2. Define catalog structure
   1. Documentation of service types based on the ServiceNow CSDM, and which ServiceNow CMDB records are used to log these types
   2. Documented set of attributes for each record type, and where in the ServiceNow record to log these attributes
   3. Clear scope of what data is stored in the Service Catalog and what information must be stored in a different content management system
3. Full survey of services
   1. Comprehensive listing of bIT services, including infrastructure and application support services (not just business services)
   2. Clear ownership of each entered service (mandatory attributes will include owner)
   3. Ability to track KPI Service Catalog Completeness
4. Develop technology plan
   1. For CMDB records and attributes
   2. To support practice-related business processes and procedures (record updates, reviews and approvals)
   3. To automate standard views derived from data in catalog records
5. Deliver primary views
   1. Identify needed standard views and prioritize them
   2. Create 2 views that get data from service catalog records in the CMDB

References

• Project Charter
• Service Catalog Attribute Definitions (Draft)
• Service and Service Offering Type Definitions for ServiceNow (Draft)