Service Identifier
Assign a unique service ID and short code to prevent duplicates and enable automated cross-referencing in reporting and CMDBs.
A clear catalogue reduces confusion about who provides each service, clarifies handoffs, and standardizes request and approval workflows across teams.
Typical users span technical, operational, and business-facing roles that request, deliver, or govern services.
Use the catalogue as the single source of truth for onboarding, budgeting, and service change control.
Assign a unique service ID and short code to prevent duplicates and enable automated cross-referencing in reporting and CMDBs.
Describe core functionality, excluded items, operating hours, and typical request outcomes so consumers understand the service boundary.
List measurable KPIs (availability, response time, resolution targets), monitoring methods, and how SLA breaches are handled.
Record the accountable owner, responsible teams, and necessary approvers to clarify decision rights and escalation paths.
Provide unit costs, pricing tiers, billing frequency, and internal chargeback codes to support budget planning and invoicing accuracy.
Note upstream/downstream services, required third-party tools, and integration points to manage change impact and incident response.
Define the integrations and file formats the catalogue must support to fit into existing systems.
| Field | Configuration |
|---|---|
| Service Name | Required | Unique validation |
| Service Owner | Required | Email lookup |
| SLA Terms | Conditional visibility when paid service |
| Cost Code | Auto-populate from finance catalog |
Submit changes within 10 business days for governance review
Annual review of SLA metrics and thresholds
Quarterly reconciliation with finance
Annual controls and access review
Remove obsolete services within 90 days of decommission
Author prepares the initial service entry and attachments
Stakeholders assess compliance, cost, and dependencies
Finance verifies chargeback codes and pricing
Service becomes visible to consumers and support teams
Optica standardized service names and owners to eliminate duplicate requests.
Martin Properties published standard SLAs for tenant services to reduce ad hoc resolution times.
The Service Owner is responsible for defining service scope, maintaining SLAs, and approving operational changes. They act as primary contact for incidents and ensure accurate dependency mapping.
The Procurement Lead approves cost and billing entries, confirms vendor relationships, and validates chargeback codes prior to publication to ensure financial accuracy.