SERVICE DESIGN - SERVICE CATALOG MANAGEMENT

Build and maintain a transparent, user-centric Service Catalog aligned with business needs.

Course Schedule

Venue	Fees
In-House	ASK FOR THE QUOTATION

Course Introduction

This course focuses on the principles and practices of Service Catalog Management, a key process within the ITIL® Service Design phase. It enables IT professionals to define, develop, and maintain a comprehensive Service Catalog that provides accurate and consistent information about all live IT services. Participants will learn how to build a catalog that enhances service visibility, streamlines user requests, and strengthens business-IT alignment.

Course Objectives

By the end of the course, participants will be able to:

Understand the purpose and scope of Service Catalog Management
Develop and maintain a Service Catalog aligned with business needs
Define service attributes, SLAs, and user access protocols
Integrate the Service Catalog with Service Portfolio and Request Fulfillment
Improve visibility and usability of IT services through catalog structuring and publishing

Key Benefits of Attending

This course is essential for IT professionals seeking to enhance service delivery and transparency. A well-designed Service Catalog improves user experience, enables self-service, reduces service desk load, and helps track service performance.

Intended Audience

IT Service Managers and Designers
ITIL® Professionals
IT Architects and Business Relationship Managers
Service Desk and Request Fulfillment Teams
CIOs, CMDB and Service Portfolio Owners

Individual Benefits

Gain expertise in structuring and managing a Service Catalog
Improve your skills in documenting, publishing, and maintaining services
Enable better communication between IT and the business
Increase credibility and visibility of IT operations

Organization Benefits

Increased service transparency and user satisfaction
Enhanced service request efficiency and cost control
Improved service level management and monitoring
Stronger business alignment through accurate service representation

Instructional Methdology

Instructor-led sessions with ITIL® best practices
Real-life case studies and industry examples
Interactive workshops and catalog-building exercises
Scenario-based role-plays and group tasks
Continuous assessments and feedback

Course Outline

DETAILED 5-DAY COURSE OUTLINE (CUSTOMIZABLE)

Training Hours: 7:30 AM – 3:30 PM
Daily Format: 3–4 Learning Modules
☕ Coffee Breaks: 09:30 & 11:15
🍽 Lunch Buffet: 01:00 – 02:00

Day 1: Fundamentals of Service Catalog Management

Module 1: Introduction to ITIL® Service Design and the Service Catalog (07:30 – 09:30)
Module 2: Purpose, Objectives, and Scope of Service Catalog Management (09:45 – 11:15)
Module 3: Service Portfolio vs. Service Catalog – Key Differences (11:30 – 01:00)
Module 4: Types of Service Catalogs: Business, Technical, and User View (02:00 – 03:30)

Day 2: Designing the Service Catalog

Module 1: Identifying Services to Include in the Catalog (07:30 – 09:30)
Module 2: Defining Service Attributes (SLAs, OLAs, Service Hours, Pricing, etc.) (09:45 – 11:15)
Module 3: Categorizing and Structuring the Service Catalog (11:30 – 01:00)
Module 4: Workshop – Mapping Real Services into the Catalog (02:00 – 03:30)

Day 3: Building and Maintaining the Service Catalog

Module 1: Tools and Technologies for Catalog Management (07:30 – 09:30)
Module 2: Integration with CMDB and Service Request Management (09:45 – 11:15)
Module 3: Establishing Roles and Responsibilities (11:30 – 01:00)
Module 4: Review Process and Governance Models (02:00 – 03:30)

Day 4: Service Request Fulfillment and User Access

Module 1: Connecting the Catalog with Request Fulfillment (07:30 – 09:30)
Module 2: Enabling Self-Service Portals and Automation (09:45 – 11:15)
Module 3: Managing User Expectations and Communications (11:30 – 01:00)
Module 4: Case Study – Service Catalog in Action (02:00 – 03:30)

Day 5: Continuous Improvement and Publishing

Module 1: Monitoring and Reporting Service Catalog Performance (07:30 – 09:30)
Module 2: Managing Catalog Updates and Versioning (09:45 – 11:15)
Module 3: Catalog Publishing and Accessibility Strategies (11:30 – 01:00)
Module 4: Final Project Presentation – Build and Present a Service Catalog (02:00 – 03:30)

Certification

All participants will receive a Certificate of Completion upon successful participation. This course aligns with the ITIL® framework and supports development in IT Service Management competencies.

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