Service Management Program

Service Catalog Management

Policy, Processes, and Procedures

June 20, 2017

Version Control
This section provides document control in alignment with best practices and standards.

Version
Document number: Consistent with standards 2.4
Document title: Consistent with standards Service Catalog Management Policy,
Processes, and Procedures
Document owner role: Position responsible for Service Catalog Management Owner
document/Not a group or multiple positions
Document owner name: Last known assignment to position Refer to the Service Management
with email and telephone number Office (SMO) website, smo.psu.edu,
for a current listing of process owner
information.
Document location: Link to file accessible to all IT staff SMO website, smo.psu.edu.
through document repository

Control
Document revision: Cover page must match last date. Contributors and approvers cannot be the
same. Approval of controlled quality documentation will be completed using the change management
process by submitting a change request.
Date Version Description Contributors Approvers
7/18/2014 1.0 Converged document for Service Catalog Management Shared ITX Steering
ITX Program Process contributors and Committee, Draft
Implementation reviewers, ITX Program Team Contributors
8/8/2014 1.1 Operational document Document reviewers Operational review
review team
9/24/2014 1.2 Operational document Document reviewers Operational review
review team
11/6/2014 2.0 Added shared procedures Document reviewers Operational review
and miscellaneous ODR team
changes
7/29/2015 2.1 Aligned policy with Document reviewers Process improvement
ServiceNow team
implementation, merged
shared procedures
document, and updated
language for consistency
1/11/2016 2016-1-11 Updates for consistency Document reviewers Process improvement
with the tool and branding team

Service Catalog Management Policy, Processes, and Procedures i

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 Date Version Description Contributors Approvers
6/9/2016 2016-6-9 Additions to Service Document reviewers Document owner
Description Template,
updated language for
consistency
6/20/2017 Updates to align with Document reviewers Document owner
current process and tool
functionality

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Contents
1 Introduction ............................................................................................................................................................................ 1
2 Service Catalog Definitions...................................................................................................................................................... 2
3 Service Catalog Structure and Relationships ........................................................................................................................... 3
4 Service and Service Offering Naming ...................................................................................................................................... 4
5 Service Support Model ............................................................................................................................................................ 5
6 Service Description.................................................................................................................................................................. 6
7 Eligibility and Subscription Filtering ........................................................................................................................................ 7
8 Overview of Policy and Process............................................................................................................................................... 8
8.1 Scope ............................................................................................................................................................................. 8
8.2 Purpose ......................................................................................................................................................................... 9
8.3 Value............................................................................................................................................................................ 10
9 Service Catalog ...................................................................................................................................................................... 11
9.1 Triggers ........................................................................................................................................................................ 11
9.2 States and Statuses ..................................................................................................................................................... 11
10 Service Catalog Policy............................................................................................................................................................ 12
11 Key Performance Indicators .................................................................................................................................................. 13
12 Service Catalog Process Flow ................................................................................................................................................ 14
13 Service Catalog Shared Procedures ....................................................................................................................................... 15
13.1 Deliverable/Expectation .............................................................................................................................................. 15
13.2 Service Catalog Shared Procedures ............................................................................................................................. 15
13.3 Service Description Template for Help Request Portal ............................................................................................... 17
Appendix A: References .................................................................................................................................................................. 21
A.1 Acronyms ..................................................................................................................................................................... 21
A.2 Flow Chart Legend ....................................................................................................................................................... 21
Appendix B: Service Catalog Schema .............................................................................................................................................. 22
Revision History .............................................................................................................................................................................. 23

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1 Introduction
This document describes the service catalog management process, which is only one of many service
management processes that provide guidance to all Penn State Information Technology (IT) staff.
Changes to these processes will be addressed through the Penn State’s Service Management Office
(SMO).

Service Catalog Management Policy, Processes, and Procedures provides formal documentation of
management expectations and intentions. The policies outlined in this document are used to direct
decisions and to ensure consistent and appropriate development and implementation of process
standards, roles, activities, IT infrastructure, applications, and data.

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2 Service Catalog Definitions
Alias – A user-friendly word or phrase synonymous with a service used to simplify location of a service.

Category – A concept that represents a selection of potential incidents associated with a service and
enables multiple support groups per service by category.

Configuration Item (CI) – Any component or other service asset that needs to be managed in order to
deliver an IT service. Information about each configuration item is recorded in a configuration record
within the configuration management system and is maintained throughout its lifecycle by service asset
and configuration management. Configuration items are under the control of change management.
They typically include IT services, hardware, software, buildings, people and formal documentation such
as process documentation and service level agreements.*

Eligibility – Determines what type of user is provided with access to a given service and service offering
based on known criteria. Possible user types are: Faculty; Staff; Student; Employee; Emeritus; Retiree;
and Member.

Service (a.k.a. Business Service) – A means of delivering value to customers by facilitating outcomes
customers want to achieve without the ownership of specific costs and risks.*

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 Offering – The level of support for a given service. A service offering is essentially a child of a
parent service. This concept is unique to our service management implementation.

Service Portfolio – The complete set of services that is managed by a service provider. The service
portfolio is used to manage the entire lifecycle of all services, and includes three categories: service
pipeline (proposed or in development), service catalog (live or available for deployment), and retired
services.*

Subscriptions – These determine the classification of access to the service and service offering. Possible
classifications are: Company; Campus; Department; Group; and User. The classifications of group and
user are only for special cases not captured by eligibility.

Technical Component – A generalized identification of a technical item required to enable a given

service. This concept is unique to our service management implementation.

* ITIL definition. Additional ITIL definitions are available at https://www.axelos.com/glossaries-of-terms.

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3 Service Catalog Structure and Relationships
The structure of the service catalog is drawn by forming the relationship between elements of the
service portfolio. The service catalog is represented by services in the portfolio which are active and
available for the University community.

A service has two associated elements that further define the service:
 Service Offerings: Defined levels of support for the service.
 Technical Components: Technology that enables the service.

In addition, the service, service offering, and technical components represent the differing lines of
support the service provides.
 Service Offering (Line 1)
 Service (Line 2)
o Category: A service may be further refined to a Category which represents a more
granular aspect of the service. A different Line 2 support group is possible for each
category.
 Technical Component (Line 3)

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4 Service and Service Offering Naming
Service Names
To maintain consistency and organization within the service catalog, the Service Management Office
requires that service names:

• consist of a single word or multiple words separated by spaces;

• include a campus name for campus-based services;
• include a college name for college-based services;
• include a unit name for unit-based services;
• not be delimited by a slash, hyphen, comma, or other symbol;
• not use an acronym as part of a service name;
• not use a URL to identify the service name;
• not contain the word “support.”

Service Offering Names

Service offering names follow the same guidelines as service names, with one important distinction. It is
recommended that service offering names contain the word “support.”

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5 Service Support Model
The service support model associated with each service shows relationships to lines of support and
defined support groups.

Support Model—Simple Example

Support Line Type Mapping Support Group Supported By
Line 1 Service Offering Service Support Service Desk
Line 2 Business Service Service XYZ Application IT

Support Model—Advanced Example

Support Line Type Mapping Support Group Supported By
Line 1 Service Offering Service Support 1 Service Desk
Line 1 Service Offering Service Support 2 Help Desk
Line 1 Service Offering Service Support 3 Other Help Desk
Line 2 Business Service Service ABC Application IT
Line 2 Category Application A Development IT
Line 2 Category Application B Integration IT
Line 3 Technical Component Hardware Hardware IT John.Doe@psu.edu
Line 3 Technical Component Storage Storage IT
Line 3 Technical Component Firewall Firewall IT
Line 3 Technical Component Network Network IT

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6 Service Description
Each service must be clearly described, and the description must convey the purpose of the service. This
description should be as brief as possible while still encompassing all aspects of the service.

See Section 13.3 for recommended text for descriptive fields.

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7 Eligibility and Subscription Filtering
Eligibility and subscriptions work together in the service management implementation to reveal or hide
services depending on the criteria associated with the contact and the service. This graphic illustrates
the filtering process.

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8 Overview of Policy and Process
This document is based on Information Technology Infrastructure Library (ITIL) best practices adapted to
address specific Penn State requirements. A link to a glossary of ITIL terms is provided at the end of
Section 2. This document does not replace ITIL publications or accredited foundation training. The goal
of this document is to establish accountability, communication, and trust among all parties involved in
the process.

8.1 Scope
Services are considered either in scope or out of scope of the service catalog process as defined below.
All in-scope activity will follow the process defined by this document and will be recorded in the service
management implementation.

In Scope
 Penn State Service Management Program participants
 Development
o Contribution of all service descriptions to the service catalog
 Production
o Maintenance of service descriptions in the service catalog
o Dependencies between the following:
 All services and supporting services in the service catalog
 The service catalog and the service portfolio (future integration)
 All services within the service catalog and configuration items (CIs) within the
configuration management system

Out of Scope
 Penn State Service Management Program non-participants

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8.2 Purpose
The purpose of the service catalog management process is to provide and maintain a database or
structured document with information about all live services, including those available for deployment
(ready to use). The service catalog management process will:
 Publish a service catalog that:
o is maintained and has up-to-date service descriptions by performing periodic reviews;
o contains service descriptions that are useful to the targeted audience; and
o is easy to use.
 Provide a consistent way of defining, drafting, and updating services, and communicating
pending changes to the service catalog.
 Provide the source of record for the definitive list of finalized IT service descriptions.
 Ensure that University service management processes are in sync with the service catalog
(official source of record) and service commitments defined therein (delivery timeframes,
service levels, availability, support, etc.).
 Ensure that the service catalog is accurate and reflects the current details, status, and
dependencies of all services being run or being prepared to run in the live environment,
according to the defined policies.
 Ensure that the service catalog is made available to those approved to access it in a manner that
supports their effective and efficient use of service catalog information.
 Ensure that the service catalog supports the evolving needs of all other service management
processes for service catalog information.

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8.3 Value
The service catalog provides a central source of information on the IT services the service provider
organization delivers. This ensures that all areas of the business can view an accurate, consistent picture
of the IT services, their details, and their statuses.

Benefits of having a service catalog include:

Benefit
Awareness of IT service
delivery
Customer-facing view of IT
services
Definition of services
Demonstration of the value of
IT to the business community
Less duplication of services
Means of setting customer
expectations
Metrics/measurements
Service level/price
Service information is
centralized
Traceability/relationships
True end-to-end service
delivery
User-facing views of IT services
User-friendly interface
Valued communication source
Details
Improves efficiency and effectiveness of other service management
processes by leveraging the information contained in or connected
to the service catalog
Displays to customers how services work to support their vital
business functions
Defines how services are intended to be used
Improves knowledge, alignment, and focus on the business value of
each service throughout the service provider’s organization and
associated activities
Ensures services and effort are not duplicated across multiple IT
units at the University
Helps set customer expectations about what the service is intended
to provide and how it will benefit them, and provides an
opportunity to set expectations around ordering and delivery of
services
Defines success criteria for service
Defines the service level and service price (if applicable) that the
customer can expect for each service
Serves as the central source of information on IT services delivered
by the provider
Provides traceability (history, accountability, continued validity)
and relationships between services and business processes
Improves service provider focus on customer outcomes by
correlating internal service provider activities and service assets to
business services and outcomes
Displays user-facing views of IT services to support and enable
business services
Provides a user-friendly interface between the service request
fulfillment process and the service catalog
Ensures a common understanding of IT services and improved
relationships between the customer and service provider by
utilizing the service catalog as a marketing and communication
system

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9 Service Catalog
This section describes the following service catalog management process activities:
 Categories of services
 Inputs to and outputs of the process
 States and statuses of services

9.1 Triggers
The service catalog management process is triggered by requests for changes in University business
requirements and services. This includes:
 New services
 Changes to existing services
 Service retirement

9.2 States and Statuses

This section defines classification including service state and status for reporting. Catalog services within
the service management implementation will be in one of two states, Open or Closed. Each state may
be further defined through multiple statuses. Additional information on state and status may be found
in the policy section of this document.

State Status
Open Proposed
Approved
Resourced
Active
End-of-life
Cancelled
Closed Retired

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10 Service Catalog Policy
The policies outlined in this document are used to direct decisions and to ensure consistent and
appropriate development and implementation of process standards, roles, activities, IT infrastructure,
applications, and data.

 All in-scope activity will follow the process defined by this document and will be recorded in the
service management implementation. IT does not commit to providing the published level of
support for activities and issues outside of the process and system.
 The service catalog must be up to date.
 At a minimum, the process will be reported monthly, reviewed quarterly, and audited annually.
 The service catalog provides the source of record for the list of services that IT provides.
 The service catalog management process will maintain a list of all organizations that subscribe to
service catalog information and inform them when the service catalog changes.
 Closed records may be archived (removed or deleted) at an interval compliant with Penn State
AD35 University Archives and Records Management policy.
 Data entered into the service management implementation will comply with Penn State AD71
Data Categorization policy. The tool should not contain Personally Identifiable Information (PII).
Restricted PII that is considered to be notifiable per the Pennsylvania State Breach Notification
Law includes an individual’s first name or first initial and last name combined with one or more
of the following: unencrypted full social security number, driver’s license number, credit card
number, or bank account number. Any restricted information discovered by IT staff will be
reported to the Service Management Office, which will take corrective action.
 All public-facing information will be reviewed for appropriate language per the University
Editorial Style Manual and the Service Management Program Style Manual.

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11 Key Performance Indicators
Focus will be on the following key performance indicators (KPIs) to measure the success and efficiency
of the process.

 Service catalog is accurate and up-to-date

o Number of service descriptions that have not been reviewed in the last twelve months
o Number of service descriptions that have been added or updated
o Number of services needing corrections identified by service managers and owners
conducting audits on lists of service descriptions

 Service catalog is the single source of record

o Number of exceptions raised where a service or workflow is found to be out of sync with
the service catalog

 Service catalog users are satisfied with the information

o Percentage of survey respondents who agree or strongly agree that the information is
useful

 Compliance with the service catalog management process

o Number of changes requested by the service manager or owner to the published
catalog without syncing with service descriptions

 Adoption of a service-oriented perspective

o Number of services transformed from an application-based approach to a service-based
approach

As the process matures, KPIs may change to focus on different areas of improvement.

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12 Service Catalog Process Flow
This page shows the flow of the Service Catalog Management process. See Appendix A: References, A.2
Flow Chart Legend for a process flow chart legend.

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13 Service Catalog Shared Procedures
The goal of the service catalog management process is to provide and maintain a database or structured
document with information about all live services, including those available for deployment (ready to
use). All Penn State Service Management Program participants use shared procedures. Units will use
supplemental procedures (to be defined) in addition to the shared procedures. Shared and
supplemental procedures may be combined for ease of use with the understanding that the shared
procedures will not be modified without acceptance of other participants.

13.1 Deliverable/Expectation
A process flow has been developed for the service catalog. In this section, the following applies:
 Workflow objects (events, activities, and gateways) within the process flow have been
documented as procedures
o Procedures describe who does what and when
o Procedures do not define step-by-step work instructions because, unlike procedures,
work instructions are unit specific
 System requirements will be documented to automate and enforce procedures if applicable
 System configuration information will be documented

13.2 Service Catalog Shared Procedures

Process Procedures

1.

Placeholder for future process integration.

2.

3.

Service owner or service manager completes the description

request located at http://smo.psu.edu. See section 13.3 for
4. template and guidance.

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 Process Procedures

5.

Service owner or service manager completes the general request

form located at http://smo.psu.edu. Example updates include
6. updated assignment group, new management, etc.

7.

Placeholder for future process integration.

8.

9.

10.

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 13.3 Service Description Template for Help Request Portal
Service Category: Section filled out by service catalog process owner.
A service category is a logical
grouping of services that could
benefit from being managed
together.

Educause IT Service Catalog Model:

Category
Business Service: Section filled out by service catalog process owner.
A business service is the end-to-end
service that meets a business need of
the University—e.g. File Sharing
Services.

Educause IT Service Catalog Model:

Business Service
Service:
A service is what the end user or
customer interacts and from which
they can make requests—e.g. Box at
Penn State.
Service Manager:
Scope of Service: University-wide or local
A service is available either
University-wide or locally. University-
wide services are available to all
users. Local services are available to a
subset of users and are defined by
campus.

Note: most of the information entered in the fields below will be used to populate the Help Request
Portal. Please follow the content guidelines below and keep in mind that this information will be front-
facing and available to users.

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 Portal Description
This should contain three to five sentences that provide a high-level overview of the service. The
description should be customer- and user-friendly and understandable to someone who is not
familiar with the service. It should briefly include information about what the service offers and why it
is beneficial.

Example (for Information Technology Services (ITS) Computer Labs service): ITS Computer Labs are
spaces equipped with University-provided computers, software, and such additional equipment as
printers, scanners, and more. These various physical and virtual locations house Windows, Mac, and
Linux computers, and provide core and class-specific software to all students, faculty, and staff with a
Penn State Access Account user ID and password. ITS Computer Labs offer printing and multimedia
options, and provide ITS consultants in all of the lab spaces to troubleshoot technical problems and
provide on-the-spot support. Combined, these resources make ITS Computer Labs great places to work
and study alike.

This information is displayed on the Help Request Portal.

IT Description
This text field, which is optional, not publicly viewable, and visible only to users in the service
management implementation, contains a technical description of the service. The description’s length
and content (or whether there is any content) is at the discretion of the Service Managers. It should
not count against catalog for the completeness KPI.

This field addresses the need of Service Managers that like to have verbose, complete, and technical
internal references and links. This can also serve as a reference for IT Communications when editing
the Portal description (see below) for completeness and a common University voice.

Example (For Domain Name System): DNS is a server mechanism used to map, or equate, machine
names to IP addresses. Therein, the tool is used for translating names of network-attached computers
and services into reachable network addresses. For instance, DNS translates a computer name into a
numeric IP address, such asucs.psu.edu into 146.186.157.56, when connecting to a service on the
Internet.

Telecommunications and Networking Services (TNS) is the authoritative source for the psu.edu DNS
domain and governs all authoritative DNS servers for the University. TNS delegates sub-domain
control to other departments at Penn State, such as AIS. While TNS is responsible for the psu.edu DNS
domain, caching DNS servers are maintained by multiple departments on campus. AIS maintains the
128.118.144.32 (f04s03.cac.psu.edu) server.

For a complete list of caching DNS servers, visit

https://www.tns.its.psu.edu/ServiceCatalog/Network/WAN/DNSdata.html.

For more information regarding DNS policies and procedures, please refer to the TNS website –
http://www.tns.its.psu.edu/GeneralInfo/Policies/DNSPolicy.html.

This information is NOT displayed on the Help Request Portal.

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 Key Features
The key features should be bullet points listing what the service includes. This should contain a
minimum of three key feature bullets from a customer or user perspective; these are features that
benefit the customer, user, or the University. They do not need to be full sentences and should not
have periods.

Example (for ITS Computer Labs service):

 Single station computers
 Collaborative spaces
 Printing and scanning
 Wireless access
 Charging areas
 ADA compliance with assistive technologies
 A variety of available operating systems (Windows, Mac, Linux)
 A variety of available software applications

This information is displayed on the Help Request Portal.

Service Availability
This section should contain information about service availability (hours, maintenance window, etc.),
support availability, provisioning lead time, and any other service expectation information that is
applicable (MOU, SLA, etc.). If there is more than one expectation, the multiple expectations should
be in bulleted form; for only one expectation there should not be a bullet. The bullets do not have to
be full sentences, but should be consistent throughout the section. For 24x7x365 services, this line
should read: “This service is normally available 24 hours per day, 7 days per week, 365 days per year,
except when updates are being made during the standard maintenance window from 5:00 a.m. to
7:00 a.m. EST.”
Example:
 This service is normally available 24 hours per day, 7 days per week, 365 days per year, except
when updates are being made during the standard maintenance window from 5:00 a.m. to
7:00 a.m. EST.
 Restricted data (per Penn State AD71 Data Categorization policy) is not permitted.

This information is displayed on the Help Request Portal.

Costs
If there is one standard cost for the service, this should be written in a full sentence instead of as a
bullet point. If there is no cost for the service, this section should read: “This service is available at no
cost.” If there are different costs for different service levels, they should be bulleted, outlining the
cost per option or service level. These bullets can be full sentences or fragments, but should be
consistent throughout the section.

This information is displayed on the Help Request Portal.

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 Intended Users
This field specifies the departments that are eligible to purchase or use this service. If only one
department is eligible to use this service, state “This service is only available to [department name].”
If there are a specific set of departments this service is targeted to or available to, list the
departments in a bulleted list. If all departments are eligible to use this service, state “This service is
available to all Penn State departments.”

This information is displayed on the Help Request Portal.

Requirements
This section should include anything the user must have in order to use the service, such as a
particular browser version or a Penn State Access Account. These should be in a bulleted list without
periods (they do not need to be in full sentences). If a Penn State Access Account is required to use
this service, this should be the first bullet point. If there is only one requirement for using the service,
it should be written as a full sentence and not as a bullet (e.g. “The only thing needed to use this
service is a valid Penn State Access Account user ID and password.”).

This information is displayed on the Help Request Portal.

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Appendix A: References
A.1 Acronyms

The following acronyms are used in this process document.

Term Definition
CI configuration item
IT information technology
ITIL Information Technology Infrastructure Library
KPI key performance indicator

A.2 Flow Chart Legend

Process

Decision

Predefined Process

Start/Terminate

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Appendix B: Service Catalog Schema
The Educause Higher Education IT Service Catalog model was adopted by the early adopting units to
establish the initial service catalog hierarchy.

The Educause Higher Education IT Service Catalog model schema can be found at
http://www.educause.edu/library/resources/higher-education-it-service-catalog-working-model-
comparison-and-collaboration.

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Revision History
This table shows the changes that were made in the document revisions. The most recent document is
presented at the top.

History Effective Date

The following sections have been added: June 20, 2017
Section 2: Service Catalog Definitions
Section 3: Service Catalog Structure and Relationships
Section 4: Service and Service Offering Naming
Section 5: Service Support Model
Section 6: Service Description
Section 7: Eligibility and Subscription Filtering

The following sections have been removed:

Section 5: Roles and Responsibilities. These are defined in a separate roles
and responsibilities document on the SMO website.
Section 8.3: ServiceNow Service Request Catalog Item Template
Section 8.4.2: Service Portfolio View
Appendix B: Service Package Template
Appendix D: Contributors and Reviewers
Version 2016-6-9 replaces Version 2016-1-11 June 9, 2016
“Subscribers” has been changed to “participants” throughout to reflect
program style.

Section 3.2: Removed modifiable and not modifiable language from states.
Section 5: Changed requester to creator for consistency with updated
Roles and Responsibilities document.
Section 8.4: Broken into two subsections and updated to reflect current
process.
Version 2016-1-11 replaces Version 2.1 January 11, 2016
Major change: Version numbering replaced by date numbering. Document
versions are tracked by date and not version number. Document number
has been removed from the document title. Numbers are retained for
document control purposes but have been removed from the title. Logo
updated to current branding.

Section 3.2: Removed modifiable and not modifiable language from states.
Section 5: Removed "Takes corrective action when needed" from process
manager and process owner sections.
Version 2.1 replaces Version 2.0 July 29, 2015

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 History Effective Date
Major changes: Moved policy to section 4. Moved roles and
responsibilities to section 5. Moved KPIs to section 6. Moved process flow
to section 7. Merged shared procedures appendix, previously a separate
document, into this document as section 8. The system requirements
column of the shared procedures table and the table of shared system
configuration fields, formerly part of shared procedures, were removed.
These have been made into their own reference document for DevOps.
The service description template in Section 8.3 has been revised and
expanded. Formatting and grammatical changes were made throughout
and internal cross-references have been updated.

Section 3.1: Replaced categories section with triggers.

Section 3.2: Moved cancelled status from closed to open state.
Section 4: Refined definition of PII.
Appendix A: Replaced ITIL glossary with a link to the online ITIL glossary.
Appendix C: Added link to the Educause Higher Education IT Service
Catalog model schema.
Appendix D: Changed operational review team to process improvement
team.
Version 2.0 replaces Version 1.2 November 6, 2014
Major change: Removed the Conclusion section and added the change
management shared procedures to the document. Renamed the
document to 2.4 Service Catalog Management Policy, Processes, and
Procedures v2.0. Moved “Revision History” to the end of the document.

Section 1: Changed the last sentence of the introduction.

Section 3.2: Removed the old section Inputs and Outputs.
Section 4: Split the Service Owner role into Service Owner and Service
Manager and added new responsibilities and examples.
Section 5: Changed the following: Changed the first line of the Policy
introduction; Added the Penn State Service Management Program Style
Manual to the public facing policy.
Section 8.5: Added the word “are” to the bold statement in the Related
Services description.
Version 1.2 replaces Version 1.1 September 24, 2014
Made format and grammar changes in accordance with the Service
Management Editorial Style Guide.

Section 3.3: Replaced Status matrix with the matrix from Service Portfolio
Management Policy and Processes document.
Section 4: Change was made to the “User” role across all documents.

Service Catalog Management Policy, Processes, and Procedures 24

June 20, 2017
 History Effective Date
Section 6: Updated workflow to say “Service Owner” instead of “Service
Manager.”
Appendix B: Getting Help: Changed “help desk” to “service desk”. Changed
“Technology Solution” to “Service Offering” in bullets 3 and 5.
Version 1.1 replaces Version 1.0 August 8, 2014

Appendix B: Changed “Service Offering” to “Business Service”.

Appendix C: Changed “Service Offering” to “Business Service”.
Document-wide change: Replaced all instances of “Shared Service
Management System” with “ServiceNow”.
Version 1.0 Original Release July 18, 2014

Service Catalog Management Policy, Processes, and Procedures 25

June 20, 2017
This publication is available in alternative media on request.

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