The Forgotten Art of Service Catalogues
By Sophie Hussey, Senior Technology & Service Management Consultant, Lapis Consulting Services Ltd.
Service Catalogues rarely get much love.
In many organisations, they exist because someone said they should: a list of services, created once, published somewhere, and quietly forgotten. They’re often seen as administrative overhead rather than something that actively helps teams or customers.
But that perception misses the point.
A Service Catalogue, when done well, is far more than a menu of services. It’s a powerful tool for alignment, shared understanding, and better service outcomes. It helps organisations clearly articulate what they do, how they do it, and what customers can realistically expect, turning vague ideas or promises into tangible, meaningful outcomes.
The problem isn’t that Service Catalogues don’t work. It’s that they’re often built without a clear purpose.
When a catalogue is treated as a compliance exercise, it shows. The language is internal or too tech-focused, the structure is confusing, and the content doesn’t reflect how services are actually delivered or include any truly relevant details. Customers struggle to find what they need, teams interpret things differently, and frustration builds on all sides.
Designing with Intent
Contrast that with a catalogue designed with intent.
A well-crafted Service Catalogue creates shared understanding. It’s a source of truth, bringing consistency to how services are described, requested, and delivered. It clarifies ownership and accountability. It supports better conversations between service providers and customers, not by adding bureaucracy, but by removing ambiguity.
It also plays a crucial role in customer experience. When people understand what’s available to them, how to access it, and what outcomes they can expect, trust in not only the services but also those who provide them increases. Expectations are managed. Escalations reduce. Service feels intentional rather than reactive.
Importantly, this isn’t about creating something perfect or overly polished. The most effective catalogues are practical, honest, and continuously evolving. They reflect reality, not aspiration. They’re written for the people who use them, not for frameworks, auditors, or ‘best practice’ checklists.
Key Questions
Whether you’re new to Service Catalogues or revisiting one that no longer serves its purpose, the key questions remain the same:
· Why does this catalogue exist?
· Who is it for?
· What decisions or actions should it make easier?
Answering those questions makes all the difference.
Designing a catalogue that truly works doesn’t require complexity. it requires a clear purpose and honest approach. Small, deliberate choices around language, structure, and ownership can transform a static list of ‘things’ into something that actively supports service delivery and business outcomes.
As organisations continue to focus on experience, efficiency, and value, the Service Catalogue deserves renewed attention, not as an artefact of process maturity, but as a practical tool that helps people do their jobs better and helps customers feel more confident in the services they rely on.
If you’re curious about unlocking the potential of your Service Catalogue and turning it into something that genuinely delivers value, I’ll be exploring this topic in more depth at SDI’s Spark 26 in March.
Sometimes, the most powerful improvements come not from new ‘bright and shiny’ tools, but from finally making full use of the ones we already have.
If you need some help getting your service catalogue up to code, speak to John Noctor in SDI’s ‘Brilliant Service Desks’ team. He can advise on service catalogue best practice and much more.
