Service Catalog IT Strategic Initiative


The creation of a Service Catalog/Portfolio is an effort to collect and document all of the IT inventory and services in place throughout the University. This will be a collaborative effort requiring participation of all with IT responsibilities in the University, though initially, the focus will be with services OIT provides. The goal of the Initiative is to provide a common repository of IT services and systems available to all members of the University. The end state is a more efficient and effective use of University resources that address real or perceived gaps in the systems required by the University.


March 25, 2018, from the Interim Report

OIT has been developing a service catalog that will provide information about its services and allow further integration of other key service management processes with its service portfolio.  OIT’s work in this area is also intended to provide the ability to support other campus IT providers in IT service management in the future.

  • OIT has made several organizational changes to help provide dedicated staff support for oversight of IT Service Management (ITSM) processes.  
  • During the fall of 2017, OIT completed a service portfolio readiness assessment.  The outcome of this assessment was a roadmap for the development of a catalog of OIT’s services that will be integrated with other key ITSM processes (e.g., configuration management, change management, asset management) over the next one to two  years.
  • OIT will be completing a service catalog engagement from March through May 2018.  The expected outcome is a framework for the development and maintenance of a campus IT service portfolio, documentation of a broad sample of OIT services across all OIT units, and staff training on key concepts of IT service management.  ServiceNow will be used as the platform for the catalog, aligning with the Maximize ServiceNow Strategic Initiative.

Future phases will address integration of other ITSM processes with OIT’s service portfolio as well as in other campus units that provide IT services.  

Feb. 28, 2017

At the start of the 2016-17 year, a renewed emphasis has been placed on making progress with this project. A small team has been meeting to evaluate options for gathering and processing the information needed to build the catalog. The team is meeting at least monthly and recently has been discussing the possibility of bringing in an outside contractor for some high-level service planning assistance. The team also made an initial pass at service planning, with each unit represented charged with mapping out one service. Responses were varied but all involved saw that it was easier than anticipated, once a service could be narrowed down appropriately. OIT leadership has agreed for each unit to develop a list of services it provides using an agreed-upon template, with the goal of having this completed in early May.