ODOE Service Catalog

Service Catalog

Published view of what IT offers, who each service is for, what approvals it needs, and how each request should enter the platform.

Published Services

Make services visible before people ask for them the wrong way.

A strong catalog reduces confusion by showing what IT offers, who each service supports, what the expected turnaround is, what approvals are needed, and whether the right next step is self-service, request intake, or live support.

Audience: staff, managers, service desk Use: intake readiness + expectation setting Connected to: Request + Knowledge + Approvals
published
12

Catalog services live

catalog-linked
78%

Requests mapped to a catalog service

knowledge-backed
7

Services with self-service guidance

to improve
22%

Requests still arriving off-catalog

Published Service Families

Services should be described in business language while still carrying the information IT needs to govern and deliver them well.

Catalog-backed intake
Service Typical Use Standard Timing Eligibility / Approval
Identity and access
Joiners, movers, temporary staff, role changes, MFA exception intake		 Request access, change access, or validate approval requirements Same day triage; 1-3 business days for standard fulfillment Named approver required for most access changes
Data and reporting support
Public data refresh, dashboard issues, new reporting asks		 Fix data issues, request enhancements, or validate reporting dependencies 1 business day triage; scoped delivery varies by complexity Business sponsor required for net-new reporting work
Website and content publishing
Energy Strategy updates, content changes, publish support		 Submit content work, planned releases, or content issue corrections 1 business day intake; scheduled publish windows apply Content owner required before publish approval
Collaboration and Teams workspace services
Workspace ownership, standards, retention, access		 Request workspace help, ownership changes, or standards guidance Same day guidance; 2-5 business days for structural changes Manager or workspace owner approval may be required
Service support and incident response
Outages, degraded service, user-impacting issues		 Report a problem affecting users, access, or service availability Immediate routing for severity-based incidents No approver needed for incident reporting

What A Good Catalog Entry Includes

The catalog should help people choose the right service and help IT govern the request before it enters delivery.

Service definition

Clear description of what the service covers, what it does not cover, and when to use it.

Eligibility and approvals

Who can request it, what role is required, and who must approve it.

Expected timing

Target triage time, standard fulfillment band, and what affects delivery timing.

Connected paths

Links to request intake, self-service guidance, policy answers, and support escalation when needed.

Catalog To Delivery Flow

The catalog should not be a static brochure. It should route people into the right next step.

1. Understand

User reads the service definition, timing, eligibility, and approval requirements.

scope clarity expectation setting

2. Choose Path

The platform routes the user to self-service, request intake, or live support based on service type.

knowledge request support

3. Govern

Approvals, ownership, and downstream tracking are applied before the work moves into delivery.

approval ready auditable
A mature catalog is not just a list of services. It is the translation layer between what the business needs and how the platform routes, approves, and delivers work.