Templates and records · ISO 20000 · Clause 8.2.4

ISO 20000-1 IT service catalogue template

The list of what the IT service provider really offers, written so the customer understands it and making clear what each service depends on.

In one sentence

The service catalogue describes each IT service, the outcomes it is expected to deliver, its dependencies on other services and components, its owner, its hours and the service levels offered, because clause 8.2.4 of ISO/IEC 20000-1 requires one or more catalogues to be established and maintained for the organisation, customers and interested parties, and 7.5.4 includes it in the minimum documented information.

Content reviewed on 17 October 2026

Where the standard requires it: ISO 20000 · Clause 8.2.4 Clauses are cited using the numbering of ISO/IEC 20000-1:2018, the current edition and the same one the Academy uses.
Type of information: Mandatory document Documented information to be maintained (8.2.4 and 7.5.4)
Who fills it in: Service management lead Each service has an owner who maintains its entry
When: When the system is introduced and at every service change With a full review at least annually
How long it is kept: Set by the organisation The standard requires control of the retention and disposition of documented information (7.5.3) without setting periods. It is usual to cover at least the three-year certification cycle, or the term of the customer contract if longer.

What the standard requires

What ISO 20000 demands and what it leaves to your judgement

The standard requires one or more service catalogues informing the organisation, customers and other interested parties about the services, their intended outcomes and the dependencies between them.

There can be several catalogues — a technical one and a customer-facing one, for example — provided they are coordinated. The organisation decides their exact content; what is audited is that they are up to date and that every service in the catalogue has a service level agreement behind it, or a justification for why it does not.

The catalogue is the gateway to the service portfolio (8.2): changes to services in the catalogue go through change management.

Read it in context: Service catalog and interested parties, in the ISO 20000 Academy

Structure

Fields the template should include

Service name and code
Description in the customer's language
Intended outcomes for the customer
Customers or users it is provided to
Service owner
Service hours and support hours
Service levels offered or reference to the SLA
Dependencies on other services and components
External suppliers involved
How to request it and how to get support
Version and date of last review

Example

Example: email and collaboration service

Company, people and figures are fictitious: the example only shows what a properly completed record looks like.

Field	Content
Service	SRV-04 · email and collaboration, from a fictitious managed services provider
Description	Corporate email, calendar and video conferencing for all the customer's employees
Outcomes	Internal and external communication available in the office and on the move
Owner	End-user computing manager
Hours	Service 24 × 7 · support Monday to Friday 08:00-20:00
Levels	99.9% monthly availability · SLA-CLI-07
Dependencies	User directory (SRV-01), corporate network (SRV-02), cloud provider (external)
Request	Service portal, "Email" category
Review	Version 6 · 3 February 2026

At the audit

Mistakes auditors commonly flag

A catalogue that is really an inventory of technical systems.
Services that are delivered but do not appear in the catalogue.
Undocumented dependencies, which make it impossible to assess the impact of an incident or change.
A catalogue with no version or review date.
Catalogue services with no service level agreement and no justification.

In Kimobox

How this record is kept in Kimobox

1The service catalogue is kept as a versioned record, with its owners and scope.
2The expectations of each interested party are documented by service.
3The scope of the system is maintained as a controlled document.

Frequently asked questions

What people ask us before getting started

What is the difference between the service catalogue and the service portfolio?

The portfolio includes every service: under consideration, live and retired. The catalogue is the part of the portfolio available to customers, with the information they need.

Can there be several catalogues?

Yes. ISO/IEC 20000-1 allows one or more, for example one for customers and a technical one with internal dependencies, provided they are coordinated and controlled.

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