Gartner Research

Best Practices for Designing an ITSM Service Portfolio and Service Catalog

Published: 30 January 2018

ID: G00342507

Analyst(s): Jim Burton


A service portfolio and service catalog are the cornerstones for any successful ITSM transformation. Technical professionals must use the service portfolio to articulate the value of IT to the business, and use the service catalog to set expectations for service delivery.

Table Of Contents

Problem Statement

The Gartner Approach

The Guidance Framework

  • Prework
    • Service Portfolio
    • Service Catalog
    • Where ITIL Fits In
    • Establish Goals Based on I&O Maturity
  • Guidance Framework
    • Create the Service Portfolio
    • Create a Service Catalog
  • Follow-Up

Risks and Pitfalls

Gartner Recommended Reading

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