What is a service catalog, and how does it support IT service management?

• A. A catalog of software license keys used by the organization.
• B. A formal document listing all hardware assets only.
• C. A generic help desk contact list.
• D. A curated list of available IT services with descriptions, SLAs, and ownership; enhances transparency and demand management.

Answer: (D)

A service catalog is a curated list of IT services that are available to customers, each with clear descriptions, the expected service levels (SLAs), and who owns the service. This sits as the customer-facing view of the service portfolio, showing what IT can provide, under what terms, and how to obtain it. This organization supports IT service management by making offerings transparent, standardizing what is delivered, and guiding demand. When users can see detailed service descriptions and SLAs, they can select the right service and IT can align its supply to actual needs, improving planning and fulfillment. It also assigns ownership and requirements for each service, aiding governance, budgeting, and capacity planning. This option is not merely a catalog of license keys or hardware assets, nor just a general contact list; those items address different purposes. The service catalog works alongside the technical catalog used by IT staff and is a key element of ITIL-informed service portfolio management, enabling consistent delivery and a better customer experience.