Originally posted on The AXELOS Blog , February 2020 and written by Christian Nissen , IT management consultant and lead author for the ITIL 4 Drive Stakeholder Value module. Back in the industrial society, goods were a dominant factor in our lives. But in the “service era” we prefer to replace ownership of goods with access to services and resources without necessarily owning them. This is happening with and without digital transformation , although the latter accelerates this phenomenon: think Uber and Airbnb. In this context, the ITIL® 4 Specialist Drive Stakeholder Value module – within ITIL 4 Managing Professional – is about the engagement and interaction between service providers and stakeholders and the conversion of demand to value via IT-enabled services. But what does this mean in practice? Previously, services were treated in the same way as manufactured goods: it was the customer’s responsibility to derive value. Conversely, the core concept of ITIL 4 is that value is co-c...

What is a Service Catalogue? The service catalogue is a database or structured document with information about all live IT services, including those available for deployment. The service catalogue is the only part of the service portfolio published to customers and is used to support the sale and delivery of IT services. The service catalogue includes information about deliverables, prices, contact points, ordering, and request processes. Service Catalogs as Knowledge Tools Service catalogs act as knowledge management tools for the employees of an organization, allowing them to route their requests for and about services to the subject matter experts who own, are accountable for, and operate them. It is a means of centralizing all services that are important to the employees, users, and management of the organizations that use it. The service catalog acts as a digital registry and a means for highly distributed businesses to see, find, and execute services regardless of...