A service catalogue written in IT's language lists systems. One written in the requester's language lists outcomes ('I need access to the finance system', not 'ERP permission provisioning') and that distinction decides whether anyone uses it.
What you get
A service register written from the requester's point of view
Fulfilment time and approval route per service
A technical service view mapped to the business services it supports
Request form field definitions, so tickets arrive complete
How to use this template
1
Name services as outcomes, not systems. People search for what they are trying to do. 'New starter setup' finds more requesters than 'Identity provisioning workflow', and a catalogue nobody can search is a catalogue nobody uses.
2
State fulfilment time honestly. Publish what you actually achieve, including procurement lead time. An optimistic five-day laptop request that really takes fifteen generates chasing tickets and erodes trust in every other entry.
3
Define the request form fields per service. Most back-and-forth comes from incomplete requests. Specify the mandatory fields per service so the first response can be fulfilment rather than a question.
What's inside
Here's a preview. Unlock the free download to get all 3 sections (2 more below).
Business service catalogue
What a requester sees. Written in their language, not yours.
Service
Description
Who can request
Approval needed
Fulfilment time
Cost centre charge
Required information
New starter IT setup
Laptop, accounts, access, and software for a new employee
Line managers, HR
Hiring manager
10 working days from request
Department
Name, role, start date, manager, site, role template
Most internal IT SLAs are copied from a managed-service contract and then quietly abandoned, because they promise things the team was never staffed to deliver. This one starts from what you measurably do today and makes the exclusions explicit, so the document survives contact with a bad month.
A priority matrix only earns its place if two different agents classify the same ticket the same way. This one defines impact and urgency as countable things (how many people, and whether work has already stopped), so the grid produces one answer instead of a conversation.
The measure of IT onboarding is whether someone can do actual work on day one without filing a ticket. That requires starting before they arrive and provisioning from a role template rather than by copying the permissions of whoever sits nearest.
A list of services IT provides, written from the requester's perspective, with who can request each one, what approval is needed, how long fulfilment takes, and what information must be supplied. It usually has a business-facing view and an internal technical view.
Why do service catalogues go unused?
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Usually because services are named after systems rather than outcomes, so people cannot find what they need and raise a free-text ticket instead. Reviewing out-of-catalogue requests monthly reveals exactly which entries are missing or misnamed.
Should a service catalogue include fulfilment times?
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Yes, and they should reflect measured actuals including procurement lead time. Optimistic times generate chasing tickets and undermine confidence in every other entry, which costs more than the honest number ever would.
IT Service Catalog Template (Free Template) | ITCommons
