This second edition of a model IT service catalog provides higher education institutions with a framework on which to base their own service catalogs. It also provides a language to enhance understanding between service providers and their constituencies and facilitate collaboration between higher education institutions. For some institutions, the model presented here might serve as a starting place for the first-time implementation of a new catalog, while for others it might be a useful guide when updating or improving an existing catalog. Institutions will need to carefully review their own services and audiences to determine whether any adjustments of this model need to be made to meet local needs.

Beyond this, however, the catalog also can be useful in establishing a framework for exploration and identification of shared service opportunities. By establishing a common language for institutions to use in their service catalogs, this model will hopefully lead to greater collaboration and cooperation and enable benchmarking and comparisons across institutions.

Finally, as an important tool in making IT services visible and useful for the higher education community, the IT service catalog might bring with it organizational change as institutions become more customer and user focused. Developing a complete and useful catalog is an iterative process that requires continuous process improvement; future updates to this model will likely be necessary and will rely on input from the community regarding what works, what needs work, and new directions that should be taken. The EDUCAUSE ITSM Community Group is a great place to share your experiences with the catalog and provide support to others who might have questions.

The IT Service Catalog Revision Working Group that wrote this report includes the following members: