Service Catalog
An ITIL-aligned Assets structure for documenting, publishing, and managing IT services. Gives you clear service ownership, SLA tiers, support team routing, and self-service offerings -- so your users find the right service without filing a ticket to ask who to contact.
What You Get
Eight object types that structure your entire service portfolio. From categories and SLA tiers at the top to individual offerings and knowledge articles at the bottom.
Service Category
Logical groupings that organise services in your portal. Users browse by category to find what they need -- think "Communication", "Infrastructure", or "Security".
Service Level
SLA tiers like Gold, Silver, and Bronze. Defines availability targets, response times, resolution times, and support hours for each commitment level.
Support Team
The teams that keep services running. Captures email distribution list, Slack channel, on-call schedule link, and escalation path for incident response.
Service Owner
The individual accountable for a service's strategy, budget, and decisions. Tracks name, email, department, and direct phone for escalation.
Business Service
The core services your organisation delivers -- what users actually consume. Links to its category, SLA tier, owner, and support team for full accountability.
Service Offering
The specific items users can request under a service. Includes price, fulfilment time, request URL, and whether approval is required before delivery.
Knowledge Article
Self-service documentation linked to services for ticket deflection. Tracks article type (How-To, FAQ, Troubleshooting), last updated date, and view count.
Service Request Type
Classifies incoming requests with specific SLA expectations and approval requirements. Links to the parent service and the expected service level.
How They Connect
Business Service sits at the centre, linking upward to ownership and SLA definitions, and downward to the offerings and documentation your users interact with.
Documentation
Supplementary guides for this schema are in progress and will be available soon.
Ready to deploy?
Install JSM Launchpad from the Atlassian Marketplace and deploy Service Catalog in under a minute.
Install from Marketplace