Service catalogue management SCMG

Providing a source of consistent information about available services and products to customers and users.

Revision notes

Updates for SFIA 9

Theme(s) influencing the updates for this skill: Making SFIA easier to consume (new levels).
New level 2 added to support entry-level roles.
You can move to SFIA 9 when you are ready - SFIA 8 skill descriptions will still be available to use.
Previous SFIA assessments or skills mapping are not impacted by this change.

Guidance notes

Activities may include, but are not limited to:

publishing and maintaining information about available services
tracking the list of available services as new services are introduced and current services are amended or retired
making the catalogue useful and easy to use
customising the information published for specific audiences, such as for users, for customers, for service providers
supporting discussion of standard and non-standard service offerings
enabling automation of service requests and service fulfilment where appropriate.

The information documented in the service catalogue includes, but is not limited to, service names and descriptions, features, value propositions, costs, service support levels and availability.

Understanding the responsibility levels of this skill

Where lower levels are not defined...

Specific tasks and responsibilities are not defined because the skill requires a higher level of autonomy, influence, and complexity in decision-making than is typically expected at these levels. You can use the essence statements to understand the generic responsibilities associated with these levels.

Where higher levels are not defined...

Responsibilities and accountabilities are not defined because these higher levels involve strategic leadership and broader organisational influence that goes beyond the scope of this specific skill. See the essence statements.

Developing skills and demonstrating responsibilities related to this skill

The defined levels show the incremental progression in skills and responsibilities.

Where lower levels are not defined...

You can develop your knowledge and support others who do have responsibility in this area by:

Learning key concepts and principles related to this skill and its impact on your role
Performing related skills (see the related SFIA skills)
Supporting others who are performing higher level tasks and activities

Where higher levels are not defined...

You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Click to learn why SFIA skills are not defined at all 7 levels.

Show/hide extra descriptions and levels.

Levels of responsibility for this skill

Level 1

Level 1 - Follow: Essence of the level: Performs routine tasks under close supervision, follows instructions, and requires guidance to complete their work. Learns and applies basic skills and knowledge.

Service catalogue management: Level 2

Level 2 - Assist: Essence of the level: Provides assistance to others, works under routine supervision, and uses their discretion to address routine problems. Actively learns through training and on-the-job experiences.

Assists with service catalogue management tasks under routine supervision.

Supports the collection and updating of service and product information.

Helps maintain the accuracy and relevance of the service catalogue.

Service catalogue management: Level 3

Level 3 - Apply: Essence of the level: Performs varied tasks, sometimes complex and non-routine, using standard methods and procedures. Works under general direction, exercises discretion, and manages own work within deadlines. Proactively enhances skills and impact in the workplace.

Collates information needed to populate the service catalogue.

Edits and maintains service and product descriptions and keeps the list of available services up to date.

Acts as a contact point, receiving and handling routine updates to the service catalogue.

Identifies opportunities to improve service catalogue management processes.

Service catalogue management: Level 4

Level 4 - Enable: Essence of the level: Performs diverse complex activities, supports and guides others, delegates tasks when appropriate, works autonomously under general direction, and contributes expertise to deliver team objectives.

Contributes to the design and implementation of a service catalogue.

Enables automation of service requests and order fulfilment.

Provides advice and guidance on the information to be included in the service catalogue.

Contributes to reviews and improvement of the catalogue and of service catalogue management processes.

Service catalogue management: Level 5

Level 5 - Ensure, advise: Essence of the level: Provides authoritative guidance in their field and works under broad direction. Accountable for delivering significant work outcomes, from analysis through execution to evaluation.

Manages the creation and maintenance of a catalogue of services.

Ensures the service catalogue is complete and current. Works with service owners to ensure consistency and accuracy of the service catalogue entries.

Completes regular reviews of the catalogue with stakeholders to ensure relevance to business needs and requirements.

Manages the service catalogue management processes.

Level 6

Level 6 - Initiate, influence: Essence of the level: Has significant organisational influence, makes high-level decisions, shapes policies, demonstrates leadership, promotes organisational collaboration, and accepts accountability in key areas.

Level 7

Level 7 - Set strategy, inspire, mobilise: Essence of the level: Operates at the highest organisational level, determines overall organisational vision and strategy, and assumes accountability for overall success.

New level