Forrester

Why Read This Report

Most IT organizations "get" the service management concept and many have implemented and improved their processes, and the interrelationships of these processes, to support and service the business. Many companies have implemented elements of ITIL as a best practice to assist with the "how-to" of a particular — or multiple — processes. A central topic for IT and the business is the management of these services as standard offerings with clear definitions, service-level agreements (SLAs), costs, and associated reports on the quality of the delivery of these services. This is where a service catalog helps. It is simply a repository of standard services that are available to business users from internal or external providers of IT services. The end-to-end management of this service catalog lies in the hands of a service catalog manager.