Information Technology Services (ITS) started development of the IT Service Catalog in Fall of 2022. The catalog is intended to provide clarity and consistentency in how IT services are presented to the unviersity community. The Educause Higher Education IT Service Catalog: A Working Model was selected to help guide ITS through the initail phase of catalog development and is still used today as the catalog continues to grow and mature. On the purpose of developing and maintaining a catalog, Educause states:
"It is a vehicle used to communicate and provide clarity to constituents about the IT services available to them; to help improve customer relations by sharing information and setting expectations; and to improve service portfolio planning so IT investments and activities better align with institutional needs."
The catalog is used categorize web content accross ITS web entities: its.temple.edu , ITS Intranet and TUhelp . Additionally, internal to ITS, it is used to categorize work items: incidents, service requests and projects.
Structure
The Educause model uses a 3-tier structure:
| Model |
Definition |
Example |
| Category |
Logical grouping of services, from the customer perspective. |
Communication and Collaboration |
| Service |
An end-to-end IT service that delivers value to customers, typically not identified by specific product or application names. The service combines people, processes, and technology to provide outputs or results that enable business capabilities or an end user's work activities and desired outcomes. |
Web Conferencing |
| Offering |
The specific technology-focused activity or product used to deliver a service. |
Offering 1: Zoom Web Conferencing |
Offering 2: Microsoft Teams Web Conferencing |
Glossary
| Term |
Definition |
| Offering Manager |
The person or group who is responsible for all technical aspects of the offering. |
| Offering Owner |
The person who is accountable for the delivery of the offering. This accountability may cross functional areas. |
| Service Owner |
The person who is accountable for the delivery of the service. This accountability may cross functional areas. |
| Service Request |
Vehicle by which users request the value to be delivered. Service requests are basically actionable transactions by which consumers interact with and consume services. |