Service Catalog Glossary of Terms

Service: service is a means of delivering value to customers by facilitating outcomes customers want to achieve, but without the ownership of specific costs and risks

Service Manager: The Service Manager has overall accountability for defining the service, ensuring services meet the business need and are delivered in accordance with agreed business requirements, and managing the service lifecycle – often in conjunction with a Service Team.

Department: The department hosting the service or system.

Contact:  The primary contact for questions about the service.

Service Owner: The Service Owner is a primary stakeholder in all of the IT processes which enable or support it.

Description:  Provides a summary of the service. A Service is a means of delivering value to customers by facilitating outcomes customers want to achieve, but without the ownership of specific costs and risks.

Service Users: The individuals or populations who are permitted to use the service.

User Services: A detailed summary of the value/product available to the end user population.

Business Services: A summary of what departments and units can expect or request for this service.

Technical Services: A summary of the back-end services that support this service.

Requirements: The requirements for using the service.  Requirements may be different for user, business and technical services.

Rates / Cost of Use: Some services require fees.

Getting Started: How  a user requests access to the service.

Availability: The days and/or hours is the service available.

Getting Help

How does a user request assistance for the service?

Who can ask for certain aspects of assistance? For example, can only certain people or roles request help with the service?

SLA Notes

What is the turnaround time for the service level agreement? What other stipulations exist to using the service? Do support tickets have a different turnaround than change requests?

  • Users with workstation issues can expect a response within 4 hours and should expect a resolution within 48 business hours of entering a ticket.

What is not included:

  • List what is not included in the service

  • Informal support

Business Procedures

Where are the business procedures and knowledgebase for this service located?

  • Back-up procedures, how to fulfill, how to troubleshoot, configurations, onboarding, deprovisioning, reports, etc.

Change Procedures

Changes to the service (transition, additions, and discontinuations) must follow Change Management procedures and be approved by the Service Manager (CIO) and Cabinet.

List the procedures that are used for changes to the software, hardware or business procedures.


Who is responsible, accountable, consulted and informed for each function of your service?

Level ResponsibleAccountableConsultedInformed
Service Manager



Note: This information was adapted from Wikipedia.