Service catalogue management SCMG

(unchanged)

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

SFIA 9 is in development

SFIA 9 beta due in early July 2024
SFIA 9 planned for publication October 2024

Moving to SFIA 9

New level 2 added to support entry-level roles
SFIA 8 skill descriptions will remain available for you to use
Previous SFIA assessments are not impacted by this change

Guidance notes

(modified)

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 according to the needs of 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 reponsibilities.

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 with tasks (generic examples are provided by the essence statements for each level)

Where higher levels are not defined...

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

Levels

Defined at these levels:

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

Show/hide extra descriptions and levels.

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.

(new)

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.

(unchanged)

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 supervises others, works autonomously under general direction, and contributes expertise to deliver team objectives.

(unchanged)

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 achieving workgroup objectives and managing work from analysis to execution and evaluation.

(unchanged)

Manages the creation and maintenance of a catalogue of services.

Ensures that 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, fosters organizational 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