Service Catalogue in ITIL 4: A Core Practice for Students

Service Catalogue in ITIL 4: A Core Practice for Students

Service Catalogue in ITIL 4: A Core Practice for Students

The Service Catalogue is a critical aspect of the ITIL 4 Service Management framework. It organizes and presents a trusted source of information about all live IT services—both customer-facing and supporting.


Why It Matters for ITIL V4 Foundation Students:


  • Exam-Relevant: ITIL 4 Foundation covers the purpose, key terms, and meaning of the Service Catalogue.
  • Practical Value: Helps you explain how services are available, how they support business activities, and how they’re communicated across stakeholders.
  • Clear Definition: It ensures that everyone—from end-users to governance to delivery teams—understands what services exist, their attributes, and how to access them.

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Key Components of a Service Catalogue

Component

Definition / Role

Service Entry

Detailed description of each offered service (name, status, user access)

Service Attributes

Information like SLAs, costs, availability, support hours

Service Dependencies

Supporting resources, systems, teams required to deliver the service

Access & Request Info

How users request a service, fulfillment times, escalation details

Governance & Roles

Who approves updates, manages the service, and verifies accuracy

 

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🔍 Service Catalogue: ITIL 4 Perspective

  • Definition: A consolidated, structured source of live IT services and statuses.
  • Type: Typically split into:
    • Business Service Catalogue: External customer-facing services.
    • Technical Service Catalogue: Internal/back‑office support with dependencies and integrations.
  • Lifecycle Role: Helps with continuous improvement—used for monitoring, reporting, securing funding, and reviewing performance.

 

🧠 ITIL 4 Concepts: Connect & Remember

  • Value Stream Mapping: Use the Service Catalogue to document how a service contributes to value creation.
  • Four Dimensions Impact:
    • Organizations & People: Roles needed for catalogue maintenance?
    • Information & Technology: What tools manage the catalogue?
    • Partners & Suppliers: Who provides dependencies?
    • Value Streams & Processes: How does catalogue data flow end-to-end?
  • Relationship with Other Practices:
    See its overlap with Change Control, Service Level Management, and Service Desk.

 

🎯 Practical Tips for the ITIL V4 Exam

  1. Understand definitions:
    Know the difference between Service Catalogue, Service Pipeline, and Retirement.
  2. Use examples:
    Be ready to describe a service entry—e.g., "Email Service" with its SLA, dependencies, and support hours.
  3. Relate to principles:
    Connect Focus on Value and Collaborate & Promote Visibility to how the catalogue acts as a single source of truth.

 

✍️ Internal References for Further Study

  • Explore related modules: check out Service Desk for how requests are processed.
  • Dive deeper into Service Level Management to see how performance targets in the catalogue are defined.
  • Frame context with Change Control to understand how catalogued services evolve.

 

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The Service Catalogue is not only a foundational ITIL practice—it’s your gateway to understanding how IT services are structured, accessed, and improved. For your ITIL Foundation exam, focus on:

  • Definitions (purpose, attributes, types)
  • Its role in the Service Value System (SVS)
  • Practical examples of how it's maintained and consumed
  • Connections to other practices like SLM, Change Control, and Service Desk


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Service Level Management

Service Level Agreement

Operational Level Agreements

Internal

Underpinning Contracts

External Organisation

Supplier Management

Can be an annexe to a contract

Should be clear and fair and written in easy-to-understand, unambiguous language

Success of SLM (KPIs)

How many services have SLAs?

How does the number of breaches of SLA change over time (we hope it reduces!)?

Things you might find in an SLA
 

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With this framework, you’re well-equipped to describe, analyze, and apply the Service Catalogue concept—both for exam success and real-world ITSM excellence. Best of luck with your ITIL V4 studies!


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