Building a IT Service Catalog in 5 easy steps

This is a bit of a brain-dump of how to build the list.  The "5 easy steps" is a sarcastic protest against formula blog writing and the stupefying titles chosen for those posts. (thanks for tolerating my protest)

Begin a list.  Use excel, it does everything you need.
Write down all the services you know about, and then expect to stumble across many more services you haven't listed.  The list gets built iteratively which lets you avoid anxiety about it being incomplete.

For each service listed in define WHAT the service is.  Normally this involves a noun like "Network services".  Describe what the service provides in terms the requestors will understand.
List the verbs that apply to the service.  These are the common changes;
"Server - Backup", "Server - Restore", "Network - VLAN creation" etc.

Under each service, list what changes can be requested.  If the changes are valid but not request-able  mark those as "internal or technical" services.

I'm going to be vague on purpose and drift from "service to change".  If you have a tiny IT shop where BOB does everything this won't make sense, but if you support 30,000 users like we do where I work, then this will fit OK.

List who designs the service. There should be a group / department, and an actual person's name.  The name is the person you talk to if you need to ask that the service be modified to operate differently.

List who delivers the service changes.  Sometimes its the designer, often a group of IT foot soldiers who follow orders.  There should be a group / department, and an actual person's name.  The person named here is the one who gets complaints about how the service is delivered.

List what pre-requisites are necessary in order to request the change.
- Perhaps there are security approvals, or budget approvals required BEFORE requesting service.
- Don't get in the habit of holding requests for service in a holding pattern while the customer disappears to get pre-requisites.

List the minimum data set that the service delivery team requires in order to successfully deliver service.
- By way of example, in our organization, for Software, we need to know; Vendor, Title, Version/edition, PCname/device, cost centre number, requestor's department.

List the expected turnaround.  If your customer knows the service is normally delivered in 10 business days, this helps set the tone so they don't start "escalating" the next day.

Link to "Standard operating procedures" that have been developed to support consistent delivery of the changes related to the service.
Link to policies your requestors will need to follow / agree to; (electronic use policies/ password policies etc.)
Link to user documentation.
List "How to access the service" beginning with "Call the service desk at 604-555-1212".
Link to any request forms you have in place to support the service and related changes.
List eligibility information if you know it;  e.g. the marking software is available to instructors and teaching assistants but not students...

Enjoy!  I hope this helps.  If you want me to post a template that might be helpful, leave me a comment below.