Service Catalogue Management
Maturity Measures
Documentation
1
No formal catalogue; services are poorly documented.
2
Basic documentation of core services available.
3
Comprehensive service catalogue that is fully documented.
4
Catalogue is regularly updated and integrated with business and IT strategy.
5
Dynamic, real-time updated service catalogue integrated with customer feedback.
Tools and Automation
1
No specific tools used; manual handling of service information.
2
Basic tools for listing and managing services.
3
Integrated tools for managing and updating the service catalogue.
4
Advanced tools for catalogue management with automated updates.
5
AI-enhanced tools for predictive analytics and customisation of services.
Process Integration
1
Services are managed in isolation with no clear processes.
2
Basic processes for managing service listings.
3
Processes are integrated with other ITSM practices like service delivery.
4
Service catalogue processes are fully aligned with business needs.
5
Seamless integration and automation across all business and IT services.
Training and Awareness
1
Minimal awareness of the service catalogue's role.
2
Basic training provided on accessing and using the service catalogue.
3
Regular training on the benefits and usage of the service catalogue.
4
Training aligns with changes in services and technology advancements.
5
Continuous training and feedback loops for service optimisation.
Performance Measurement
1
No metrics for evaluating the effectiveness of the service catalogue.
2
Basic usage statistics (e.g., access frequency).
3
Detailed metrics on catalogue usage and customer satisfaction.
4
Comprehensive performance management of service delivery effectiveness.
5
Predictive analytics for service trends and customer needs forecasting.
Stakeholder Communication
1
Limited or no communication about available services.
2
Periodic updates to stakeholders on new or changed services.
3
Regular, structured communication on service catalogue updates and changes.
4
Strategic communication plans that align catalogue updates with business goals.
5
Proactive engagement and real-time communication about service changes.
Continuous Improvement
1
No formal process for updating or improving the service catalogue.
2
Reactive updates based on specific requests or significant changes.
3
Systematic review and update processes based on service feedback and usage.
4
Managed improvement processes driven by data and user experience feedback.
5
Culture of continuous service adaptation and enhancement based on emerging needs.