IT Service Catalog Review Checklist
This IT service catalog review checklist ensures compliance with ITIL 4 Service Catalog Management practices, ISO/IEC 20000-1:2018 service management system requirements, and COBIT 2019 APO09 managed service agreements. Designed for IT service managers to quarterly review service catalog accuracy, update service offerings, review SLA definitions, and align catalog with actual IT capabilities. Complete all sections each quarter.
- Industry: Telecommunications & IT
- Frequency: Quarterly
- Estimated Time: 2-3 hours
- Role: IT Service Manager / Service Catalog Owner
- Total Items: 30
- Compliance: ITIL 4 Service Catalog Management Practice, ISO/IEC 20000-1:2018 Service Management System, COBIT 2019 APO09 Managed Service Agreements, ITIL 4 Service Level Management Practice, ISO/IEC 20000-1:2018 Service Level Management
Catalog Accuracy and Completeness
Verify service catalog entries are accurate and complete.
- All active IT services represented in catalog?
- Retired/decommissioned services removed from catalog?
- Service descriptions clear and business-oriented?
- Service owner and support contacts current?
- Service availability windows documented accurately?
Service Level Agreement Review
SLA target review and achievability assessment.
- SLA targets defined for all services?
- SLA targets achievable based on last quarter's performance?
- SLA breaches from last quarter reviewed and actions taken?
- SLA measurement methodology documented?
- SLAs communicated to business customers?
Service Costs and Pricing
IT cost transparency and showback/chargeback review.
- Cost of delivery documented for each service?
- Chargeback/showback rates reviewed and updated?
- Business value metrics defined for key services?
- Cost optimization opportunities identified?
- Service costs benchmarked against industry or cloud alternatives?
Request Fulfillment Process
Service request workflow accuracy.
- Service request forms accurate and easy to use?
- Expected fulfillment times documented and realistic?
- Automation implemented for standard service requests?
- Approval workflows defined and configured?
- Request fulfillment performance metrics tracked?
Customer Satisfaction
Customer feedback and service improvement.
- Customer satisfaction surveys sent for completed requests?
- CSAT scores reviewed and actions taken on low scores?
- Customer feedback loop closed (customers informed of actions taken)?
- Self-service catalog portal usability reviewed?
- User training needs identified for catalog self-service?
Catalog Improvements and Next Quarter
Document improvements and plan for next quarter.
- New services to add in next quarter identified?
- Catalog improvement backlog maintained and prioritized?
- Business stakeholder input collected for catalog improvements?
- Catalog updated with all approved changes from this review?
- Quarterly Review Notes and Action Items
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Why Use This IT Service Catalog Review Checklist?
This it service catalog review checklist helps telecommunications & it teams maintain compliance and operational excellence. Designed for it service manager / service catalog owner professionals, this checklist covers 30 critical inspection points across 6 sections. Recommended frequency: quarterly.
Ensures compliance with ITIL 4 Service Catalog Management Practice, ISO/IEC 20000-1:2018 Service Management System, COBIT 2019 APO09 Managed Service Agreements, ITIL 4 Service Level Management Practice, ISO/IEC 20000-1:2018 Service Level Management. Regulatory-aligned for audit readiness and inspection documentation.
Frequently Asked Questions
What does the IT Service Catalog Review Checklist cover?
This checklist covers 30 inspection items across 6 sections: Catalog Accuracy and Completeness, Service Level Agreement Review, Service Costs and Pricing, Request Fulfillment Process, Customer Satisfaction, Catalog Improvements and Next Quarter. It is designed for telecommunications & it operations and compliance.
How often should this checklist be completed?
This checklist should be completed quarterly. Each completion takes approximately 2-3 hours.
Who should use this IT Service Catalog Review Checklist?
This checklist is designed for IT Service Manager / Service Catalog Owner professionals in the telecommunications & it industry. It can be used for self-assessments, team audits, and regulatory compliance documentation.
Can I download this checklist as a PDF?
Yes, this checklist is available as a free PDF download. You can also use it digitally in the POPProbe mobile app for real-time data capture, photo documentation, and automatic reporting.