Abstract

In today’s volatile, ever-changing Information Technology (IT) environment, IT must adapt the way it views relationships with business units and end users. Users in the organisation also need easy to use methods for understanding available services and making corresponding IT requests. A critical step in this transformation is the use of a service catalogue that defines and manages the relationship between IT and the business it services. This paper defines service catalogues and explores the multiple views of a service catalogue. The benefits of a service catalogue are identified. Further, the paper explores how IT organisations are currently creating a service catalogue, focusing on the steps and the key success factors necessary for the development of a service catalogue. Common pitfalls that may be encountered and their solutions are also discussed. The paper concludes with a proposed theoretical model that brings together the ideas and issues identified in the related literature.

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