Designing the IT Product and Service Catalog
Create an explicit IT service catalog that clarifies what IT delivers and sets clear expectations with business partners.
Many IT conflicts arise because stakeholders have different (and often unstated) expectations about what IT will deliver. A service catalog makes this explicit. It lists every service IT offers, describes what's included and what's excluded, establishes service levels and pricing (if charged back), and clarifies the request and support process. This clarity prevents the 'IT always says no' dynamic. When a business unit knows exactly what cloud services are available, what data analytics tools IT supports, and what a typical project timeline looks like, they can make informed choices. A catalog also helps IT prioritize: by deliberately choosing which services…
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