Governance Guide | Service Catalog

Governance Structure

Service Catalog Governance Board

Purpose: Oversee service catalog strategy and resolve cross-service issues

Role	Responsibility
IT Director (Chair)	Strategic direction
Service Catalog Manager	Operational governance
Service Delivery Manager	SLA oversight
Support Team Leads	Operational input
Business Representatives	Consumer perspective

Meeting Cadence:

Monthly governance review (1 hour)
Quarterly service portfolio review (2 hours)

Service Catalog Manager

Responsibilities:

Maintain catalog accuracy
Coordinate service reviews
Manage category structure
Track SLA performance
Onboard new services

Time Allocation: 20-30% of FTE

Data Ownership Model

Object Type Ownership

Object Type	Owner Role	Responsibilities
Service Category	Service Catalog Manager	Create, organize, retire categories
Service Level	Service Delivery Manager	Define SLAs, track performance
Support Team	Support Team Leads	Maintain team information
Service Owner	Business Units	Maintain owner records
Business Service	Service Owner (per service)	Service accuracy, status updates
Service Offering	Service Owner	Offering definitions
Knowledge Article	Knowledge Manager	Article currency
Service Request Type	Service Catalog Manager	Request type management

Service Lifecycle Management

Service Lifecycle States

  Draft  ------>  Published  ------>  Deprecated  ------>  Retired
                      |                    ^
                      |    +---------------+
                      |    |               |
                      v    v               |
              +-------------------+        |
              |   Operational     |--------+
              |   Degraded        |
              |   Outage          |
              |   Maintenance     |
              +-------------------+

Lifecycle Transitions

From	To	Trigger	Approval
Draft	Published	Service ready for users	Service Catalog Manager
Published	Operational	Service goes live	Automatic
Operational	Degraded	Partial outage	Support Team
Operational	Outage	Full outage	Support Team
Operational	Maintenance	Planned work	Change approval
Degraded/Outage	Operational	Issue resolved	Support Team
Operational	Deprecated	Sunset decision	Governance Board
Deprecated	Retired	Migration complete	Service Owner

Service Onboarding Process

Step 1: Service Proposal

Service Owner submits service description
Define category, SLA requirements
Identify support team

Step 2: Review

Service Catalog Manager reviews completeness
SLA Manager validates SLA appropriateness
Support Team confirms capacity

Step 3: Documentation

Create Business Service record
Create Service Offerings
Create Service Request Types
Link Knowledge Articles

Step 4: Publication

Final review by Service Catalog Manager
Enable in service portal
Announce to users

Service Retirement Process

Step 1: Deprecation Notice

Update Status to "Deprecated"
Communicate timeline to consumers
Identify replacement service

Step 2: Migration Period

Support consumers migrating
Track migration progress
Address blockers

Step 3: Retirement

Update Status to "Retired"
Hide from catalog
Archive documentation
Keep record for historical reference

SLA Governance

SLA Assignment Rules

Service Criticality	Minimum SLA	Recommended SLA
Critical	Gold	Platinum
High	Silver	Gold
Medium	Bronze	Silver
Low	Bronze	Bronze

SLA Breach Escalation

Time Past SLA	Action	Notified
0% (at risk)	Warning alert	Support Team
100% (breached)	Escalation	Team Lead, Service Owner
150%	Major escalation	IT Director

RACI Matrices

Service Management RACI

Activity	Catalog Mgr	Service Owner	Support Team	Governance Board
Create service	R	A	C	I
Update service info	I	R	C	-
Change SLA tier	A	R	C	I
Update status	I	I	R	-
Retire service	A	R	C	I
Add offering	I	R	C	-

Legend: R = Responsible, A = Accountable, C = Consulted, I = Informed

Review Cadences

Weekly Reviews

Service Status Review (15 min):

Current service statuses
Open incidents affecting services
Upcoming maintenance

SLA Performance Review (15 min):

This week's SLA compliance
At-risk requests
Breach causes

Monthly Reviews

Service Catalog Review (1 hour):

New service requests
Service changes
Knowledge article currency
Catalog usability feedback

Quarterly Reviews

Service Portfolio Review (2 hours):

Service health assessment
Underperforming services
Services for retirement
New service pipeline
Category structure review

Data Quality Rules

Business Service Quality

Rule	Check Query
All services have owners	`objectType = "Business Service" AND Owner IS EMPTY`
All services have category	`objectType = "Business Service" AND Category IS EMPTY AND Status != "Retired"`
All services have SLA	`objectType = "Business Service" AND "Service Level" IS EMPTY AND Status = "Operational"`
All services have support team	`objectType = "Business Service" AND "Support Team" IS EMPTY AND Status = "Operational"`

Knowledge Article Quality

Rule	Check Query
Articles not stale (180 days)	`objectType = "Knowledge Article" AND "Last Updated" < now(-180d) AND Status = "Published"`
Published articles have URLs	`objectType = "Knowledge Article" AND URL IS EMPTY AND Status = "Published"`

Support Team Quality

Rule	Check Query
Teams have contact info	`objectType = "Support Team" AND Email IS EMPTY AND Status = "Active"`
Teams have escalation path	`objectType = "Support Team" AND "Escalation Path" IS EMPTY AND Status = "Active"`

Change Management

Service Catalog Changes

Standard Changes (Pre-Approved):

Update service description
Add knowledge article link
Update support team contact info
Add new service offering

Normal Changes (Approval Required):

New service publication
SLA tier change
Service retirement
Category restructuring

Escalation Procedures

Service Issues

Issue	First Contact	Escalation
Service data incorrect	Service Owner	Service Catalog Manager
SLA inappropriate	Service Catalog Manager	Governance Board
Support team overwhelmed	Support Team Lead	IT Director
Service gap (missing service)	Service Catalog Manager	Governance Board

Service Catalog Governance Guide