| Attribute |
Description |
| Service Description |
A full description of the service, including its purpose, benefits, features, and options. The description should be written for the end user to understand. |
| Audience |
The constituents for whom the service is available (e.g., students, faculty, staff). |
| Service Levels |
Basic information about service availability, maintenance windows, levels of support available, what users can expect from this service, etc. |
| Requirements |
Any prerequisites for using the service (e.g., approvals, training, compliance requirements, and other services). |
| Service Charges |
The cost to the end user or department to use the service. This can be expressed on a per-user basis, by department, volume of consumption, or however charges are assessed. |
| Support Contact |
Instructions for requesting support (e.g., help with using the service or reporting a service issue). |
| Feedback Mechanism |
Instructions or mechanism for reporting feedback on a service. |
| Documentation |
Pointers to service documentation, service policies, FAQs, training materials, etc. |
| Status/Phase |
Current status or phase of the service (e.g., planning, production, or retired). Note: when a service is retired, it is removed from the catalog but remains in the portfolio. |
| Service Cost |
The actual costs to deliver a service—including, hardware, software, licensing, maintenance, and staff resources—which are necessary for an organization to understand financial management on a service level. |
| IT Service Responsible Group |
The person who is accountable for the delivery of the end-to-end service. This accountability crosses functional areas. |
| IT Service Responsible |
Responsible Individual |