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Business Service Catalogue

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BUSINESS SERVICE CATALOGUE

RECITALS

WHEREAS, Provider Name: is engaged in the business of providing professional services and solutions described in this Catalogue; and

WHEREAS, Client Name: desires to procure certain services from Provider under the terms set forth in this Catalogue and the accompanying Agreement; and

WHEREAS, this Catalogue shall become effective as of Effective Date: and shall govern ordering and delivery of services between the parties.

SCOPE OF WORK

The Provider shall make available the services described in the catalogue entries below. Each catalogue entry defines service deliverables, minimum service levels, pricing, prerequisites, and responsibilities. Individual statements of work or purchase orders referencing this Catalogue shall incorporate the applicable catalogue entry by reference and specify any additional terms particular to that engagement.

SERVICE CATALOGUE — ENTRY 1

Responsibilities:

SERVICE CATALOGUE — ENTRY 2

SERVICE CATALOGUE — ENTRY 3

PAYMENT TERMS

All fees are payable in Currency: unless otherwise specified in an individual purchase order. Provider will invoice Client in accordance with the billing frequency set forth in the applicable catalogue entry. Unless otherwise agreed in writing, invoices are due Net: days from invoice date.

Late Payment: Any undisputed amount not paid when due shall accrue interest at the rate of Late Fee: , or the maximum lawful rate if lower. Client shall be responsible for reasonable costs of collection for delinquent amounts.

TERM AND TERMINATION

This Catalogue shall commence on Start Date: and shall continue until End Date: unless earlier terminated in accordance with this section.

Either party may terminate this Catalogue or any purchase order for cause if the other party materially breaches any provision and fails to cure within Notice Period: days after written notice. Either party may also terminate for convenience upon prior written notice as specified in the applicable purchase order.

CONFIDENTIALITY

Each party shall protect Confidential Information of the other party using at least the same degree of care it uses to protect its own confidential information, but no less than reasonable care. Confidential Information does not include information that is publicly available through no breach by the receiving party, independently developed without use of the disclosing party's Confidential Information, or rightfully obtained from a third party without restriction.

CHANGE MANAGEMENT

Changes to any catalogue entry or to services ordered under this Catalogue shall be managed through written change orders signed by authorized representatives of both parties. Change orders shall set forth the scope of the change, schedule adjustments, impact on fees, and any required approvals.

GOVERNING LAW

This Catalogue and any purchase orders issued hereunder shall be governed by and construed in accordance with the laws of Jurisdiction: without regard to conflict of law principles.

ENTIRE AGREEMENT

This Catalogue, together with any executed purchase orders, statements of work and change orders, constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior and contemporaneous proposals, understandings, and communications, whether written or oral. Any amendment must be in writing and signed by authorized representatives of both parties.

POINTS OF CONTACT

MISCELLANEOUS PROVISIONS

Severability: If any provision of this Catalogue is held invalid or unenforceable, the remaining provisions will remain in full force and effect. Waiver of any breach shall not constitute a waiver of any subsequent breach. The parties acknowledge that remedies at law for breach may be inadequate and that equitable relief may be sought in addition to any other remedies.

Provider:

By:

Date:

Client:

By:

Date:

Enter text✕

What a Business Service Catalogue Is and Why It Matters

A Business Service Catalogue is a centralized, structured inventory of services offered by an organization, describing each service, its owner, service level commitments, dependencies, and associated costs. It serves as the authoritative reference for internal users, customers, procurement, and IT teams, enabling consistent requests, approvals, and reporting. Well-maintained catalogues support service governance, cost transparency, and operational alignment across departments by making responsibilities and handoffs explicit and searchable.

Primary Benefits of Maintaining a Business Service Catalogue

A clear catalogue reduces confusion about who provides each service, clarifies handoffs, and standardizes request and approval workflows across teams.

Primary Benefits of Maintaining a Business Service Catalogue

Who Creates and Consults the Business Service Catalogue

Typical users span technical, operational, and business-facing roles that request, deliver, or govern services.

  • IT service managers and operations teams who define owners, SLAs, and technical dependencies for each service.
  • Procurement and finance teams that use cost, billing code, and chargeback data to manage budgets and invoices.
  • Business unit leaders and service consumers who request services, monitor SLA performance, and approve changes.

Use the catalogue as the single source of truth for onboarding, budgeting, and service change control.

Step-by-step: Completing a Catalogue Entry

Use this sequence to add a service entry and route it for approval.

  • 01
    Create Entry: Populate required fields and attach any supporting docs.
  • 02
    Assign Owner: Designate the accountable person and backup contact.
  • 03
    Submit for Approval: Send to finance and governance reviewers for sign-off.
  • 04
    Publish: Make the service visible to consumers once approved.

Essential Components to Include in Every Catalogue Record

A professional catalogue entry contains standardized data elements so entries are comparable, auditable, and actionable across the organization.

Service Identifier

Assign a unique service ID and short code to prevent duplicates and enable automated cross-referencing in reporting and CMDBs.

Detailed Description

Describe core functionality, excluded items, operating hours, and typical request outcomes so consumers understand the service boundary.

Service Levels

List measurable KPIs (availability, response time, resolution targets), monitoring methods, and how SLA breaches are handled.

Owner and Stakeholders

Record the accountable owner, responsible teams, and necessary approvers to clarify decision rights and escalation paths.

Pricing and Billing

Provide unit costs, pricing tiers, billing frequency, and internal chargeback codes to support budget planning and invoicing accuracy.

Dependencies and Integrations

Note upstream/downstream services, required third-party tools, and integration points to manage change impact and incident response.

Security and Compliance Considerations for Catalogue Records

Transport Encryption: TLS 1.2/1.3
Data at Rest: AES-256
Audit Trails: Immutable activity logs
HIPAA: BAA required
SOC 2: Type II certified
21 CFR Part 11: Support for regulated workflows

Technical Platform and Integration Requirements

Define the integrations and file formats the catalogue must support to fit into existing systems.

  • CRM Integrations: Salesforce, Microsoft Dynamics
  • ERP / Finance: NetSuite, Oracle
  • Collaboration: Microsoft 365, Google Workspace

Recommended Workflow Settings for Catalogue Entries

Configure field behavior and approval routing to reduce manual steps and ensure consistent governance.

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

Lifecycle Overview: From Request to Published Service

The catalogue lifecycle follows a predictable flow from intake through review, publication, and periodic review.

  • Intake: User submits service request form
  • Review: Owners and finance validate scope
  • Approval: Governance signs off on SLAs
  • Publish: Service is added to the public catalogue

Key Timing and Review Deadlines to Track

Define a clear review cadence and publication schedule to keep catalogue data accurate and compliant.

Initial Approval Deadline:

Submit changes within 10 business days for governance review

SLA Review:

Annual review of SLA metrics and thresholds

Pricing Update:

Quarterly reconciliation with finance

Security Audit:

Annual controls and access review

Archival:

Remove obsolete services within 90 days of decommission

Milestones from Draft to Published Catalogue Entry

Track these stages so every new or changed service moves smoothly through governance and into production.

01

Draft Creation

Author prepares the initial service entry and attachments

02

Governance Review

Stakeholders assess compliance, cost, and dependencies

03

Finance Approval

Finance verifies chargeback codes and pricing

04

Publication

Service becomes visible to consumers and support teams

Common Preparation Errors to Avoid

  • Incomplete ownership data causing delayed approvals and unclear escalation paths during incidents.
  • Inconsistent naming or duplicate entries that fragment reporting and cause chargeback errors across departments.
  • Vague SLA definitions without measurable metrics, leading to disputes over performance and remediation.
  • Missing dependency information that causes downstream outages during maintenance or change windows.

Operational and Compliance Risks of an Incorrect Catalogue

SLA Breaches: Potential service credits or contractual liability
Billing Errors: Incorrect chargebacks or lost revenue
Audit Findings: Noncompliance flagged by internal or external auditors
Security Exposure: Unauthorized access due to incorrect owner mappings
Operational Delays: Slower incident response and change windows
Regulatory Risk: Industry-specific compliance gaps

Real-world Examples of Catalogue Use

These short examples show how organizations use a catalogue to remove ambiguity and speed routine transactions.

Optica Ventures — COO

Optica standardized service names and owners to eliminate duplicate requests.

  • That clarity reduced approval delays by consolidating owners.
  • The result was faster customer onboarding and fewer cross-team escalations while preserving a clear audit trail for governance.

Martin Properties — Founder

Martin Properties published standard SLAs for tenant services to reduce ad hoc resolution times.

  • SLAs and contact points were immediately visible to staff.
  • Publishing those entries enabled consistent responses to tenant requests and simplified monthly reconciliation with property management finance.

Roles Who Can Authorize or Sign Catalogue Entries

Service Owner — Head of IT

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.

Procurement Lead — VP of Procurement

The Procurement Lead approves cost and billing entries, confirms vendor relationships, and validates chargeback codes prior to publication to ensure financial accuracy.

Practical Tips for Accurate and Efficient Catalogue Management

Adopt simple standards that reduce manual effort and improve governance outcomes.

Standardize Naming
Use controlled vocabularies and unique IDs to prevent duplicates and improve search results across systems.
Require Ownership
Do not publish entries without a named owner and backup contact to avoid accountability gaps.
Automate Validations
Validate cost codes, email addresses, and SLA metrics at entry to reduce downstream reconciliation work.
Schedule Reviews
Implement annual or event-driven reviews so SLAs, costs, and dependencies remain accurate over time.

Frequently Asked Questions about the Business Service Catalogue

Answers to common operational and legal questions when creating, approving, or publishing catalogue entries.


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