Service Catalogue Management Process (ISO/IEC 20000, ITIL) (Word DOCX)

Product: Service Catalogue Management Process [ISO/IEC 20000:2018, ITIL]

This product is a fully editable Word (DOCX) procedure with a supplemental ZIP (implementation toolkit and supporting templates) available for immediate download upon purchase. It gives you a complete, audit-ready method for governing your service catalogue from design through operation and continual improvement—aligned to ISO/IEC 20000-1:2018 Clause 8.2.4 and reflecting ITIL best practice.

What it does

Implement a structured, compliant approach to publishing accurate, audience-appropriate catalogue views (User / Customer / Provider), controlling lifecycle states, enforcing access/entitlements, and evidencing compliance with clear records, gates, KPIs, and reviews.

Key Features

✔ Standards Alignment – Mapped to ISO/IEC 20000-1:2018, Clause 8.2.4 (Service Catalogue Management) with clause cross-references and evidence pointers.

✔ ITIL Best Practice – Covers taxonomy & data model, standard views, lifecycle/gating (Draft→Approved→Live→Deprecated→Retired), change/release linkage, and access/privacy controls.

✔ Process Workflow & Responsibilities – Clear activity flow from Governance & Design → Enable & Onboard → Provide & Operate → Assure & Improve, with a ready-to-use RACI.

✔ Quality Gates & KPIs – Built-in G1–G4 gates (e.g., 100% mandatory attributes, ≥98% validation pass, 95% on-time view delivery, DR test ≤12 months) and a KPI pack for coverage, accuracy, timeliness, satisfaction, and request SLA.

✔ Audit-Ready Evidence Model – Tables for triggers/inputs/outputs, risks & controls, records & retention, and an evidence mapping matrix to accelerate internal/external audits.

✔ Fully Editable – Delivered in Word so you can tailor quickly; supplemental ZIP includes a practical implementation toolkit (templates & registers) to speed adoption.

What's inside the supplemental ZIP

Implementation Toolkit (Excel): operational logs for Catalogue Entries, Standard View definitions, Entitlement rules, View Requests, Feedback & Ratings, DQ extracts, External Query logs, plus CAR/CSI registers, Governance & Management Review minutes, and a monthly KPI pack—all pre-formatted for evidence capture.

Process Diagram (workflow) & template set aligned to the document's Appendix list.

Benefits

• Publish with confidence – One governed source of truth; views are generated (not copied), with entitlements and privacy gates enforced.

• Speed audits & certification – Clause mapping, records register, and quality gates streamline ISO/IEC 20000 assessments.

• Reduce risk & rework – Built-in link integrity checks, supplier-feed controls, anti-shadow-catalogue measures, and change/release integration.

• Drive measurable improvement – KPIs with reaction plans, CAR/CSI workflows, and management review outputs keep performance on track.

Who it's for

Service Catalogue Managers, ITSM leads, Portal Admins, Architects, Change Managers, Compliance/Audit teams, and any organization building an ISO/IEC 20000-aligned catalogue capability with ITIL practices.