IT Service Catalog Structure
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40
Article Number :
KB0019193
Published on :
2023-11-07
Last modified :
2023-11-07 17:22:27
Knowledge Base :
IT Public Self Help
The IT Service Catalog structure in ServiceNow categorizes services first under a broad Service Category and then under a narrower Subcategory. The tables below provide descriptions of each of the top-level categories and corresponding subcategories underneath them. These tables may be used to help service owners understand where in the catalog to place new services.
| Service Category | Category Description |
|---|---|
| Administrative and Business | Services that support the administrative and business functions of an institution. Includes business capability and process automation, financial and procurement systems, human resource systems, library systems, and student information systems. |
| Communication and Collaboration | Services that facilitate institutional communication and collaboration needs. Includes conferencing and telephones, email and collaboration services, media and audio/visual, and web services. |
| Desktop and Mobile Computing | Services that support access and use of community members' devices and related peripherals. Includes desktop and mobile device support, printing and related services, and software and applications distribution. |
| Infrastructure | Foundational services that support the operation and management of the enterprise IT environment. Includes data center services, database management, network and connectivity management, and server and storage management. |
| IT Professional Services | People-based services that support the management of IT for the institution. Comprises consulting services not related to specific services identified in other categories. Includes enterprise architecture, continuous improvement and innovation, digital accessibility, IT communication and documentation, IT service delivery and support, portfolio and project management, and training and outreach. |
| Research | Services supporting the institution's research activities, including advanced or specialized storage and applications, research data services and software, and lab management systems. |
| Information Security | Services that provide security, data integrity, and compliance for institutional activities. Includes identity and access management, security consulting and educations, incident response and investigation, and security policy and compliance. |
| Teaching and Learning | Services providing instructional technology and resources directly supporting teaching and learning. Includes learning management systems, instructional technology and design, assessment and learning analytics, lecture capture, and polling and surveys. |
| SUBCATEGORY: ADMINISTRATIVE AND BUSINESS | |
|---|---|
| Subcategory | Subcategory Description |
| Alumni & Advancement | Alumni portals and offerings that support university and college advancement and development. |
| Athletics | Athletics administration, recruiting, procurement, and ticketing systems. |
| Auxiliary Systems | Support for auxiliary or ancillary campus systems, activities, and operation. Might include legal management, childcare, mail services, recreation services, art collections, etc. |
| Business Capability & Process Automation | Practices, frameworks, and technologies that automate, improve efficiencies, and measure the effectiveness of business processes. Includes IT service management; ticket management; operations, business, sales, and marketing management platforms; document and signature management services; customer relationship management; job scheduling; and workflow management |
| Data, Reporting & Analytics | Business intelligence platforms, data warehouses, dashboards, analytics tools, transactional reporting, operational data stores, and data governance when offered as a service. |
| Facilities Management | Support of room and facility systems, including event management (room management, hotel, concierge, seating, conference registration, etc.), mapping, building security, safety and risk management, dining systems, point of sale, transportation, laundry, and parking systems |
| Faculty Information Systems | Administration and maintenance of faculty administration, review, and promotion and tenure systems. |
| Financial & Procurement Systems | Administration and management of financial services, procurement, travel, budget, vendor relations, and equipment purchasing systems. |
| Human Resource Systems | Administration and management of core human resource systems, including recruiting, position management, performance review, workforce development, and time and attendance. Might also include payroll and benefits administration systems. |
| Library Systems | Administration and management of systems that provide access to local and remote information in support of teaching, learning, and research. Includes acquisitions, catalog, circulation, serials, a public user interface, interlibrary loan, discovery tools, and infrastructure services specific to library systems. |
| Medical & Health Systems | Systems and technologies in support of clinical processes, including health record management, pharmaceutical data, medical appointment scheduling, and residency placements. |
| Student Information Systems | Admissions, enrollment, registration, orientation, financial aid, student accounts and collections, advising, and career services systems. |
| SUBCATEGORY: COMMUNICATION AND COLLABORATION | |
|---|---|
| Subcategory | Subcategory Description |
| Conferencing and Telephones | Telephony, including voice/VoIP, teleconferencing, and web conferencing hosted either in cloud or on-premises. |
| Email and Collaboration Services | Electronic message, information sharing, productivity, and integrated collaboration suites used to facilitate interactions between individuals and work groups as they create, share, and exchange information. Includes services such as email, calendaring, productivity suites, file sharing, instant messaging tools, and web-based collaborative platforms used strictly for collaboration. |
| Mass Communications and Emergency Notifications | One-way communications and emergency communications to the entire campus or other defined groups. Includes campus alert systems, broadcast email and text messaging, electronic newsletter distribution, enterprise mailing list management, and digital signage. |
| Media and A/V | Broadcasting, live streaming, video recording and media production. This area includes audiovisual-related event support. |
| Web Services | Content management systems, portals, web hosting, web analytics, user experience design, and URL management. Also includes website and mobile application development. |
| SUBCATEGORY: DESKTOP AND MOBILE COMPUTING | |
|---|---|
| Subcategory | Subcategory Description |
| Desktop and Mobile Device Support | Support for all types of end-point devices, including laptops, desktops, mobile devices, and related peripherals that are not in the printing service. These devices might be personally or institutionally owned (including loaner equipment) and might be part of a shared pool or a computer lab. Includes support for the associated operating system, hardware, and systems that provide enterprise management of computing devices. |
| Hardware Lifecycle Services | Purchasing consultation, hardware procurement, device refresh, leasing, and technology recycling. |
| Printing and Related Services | Technology associated with printers and copiers, such as copy, scan, fax, and print. Includes supporting technologies such as copy centers, print quota systems, 3D printing, and other replicating technologies. |
| Software and Applications Distribution | Distribution, installation, and troubleshooting of software and licenses via media, online methods, and license servers. Includes both cloud-based and desktop software. |
| SUBCATEGORY: INFRASTRUCTURE | |
|---|---|
| Subcategory | Subcategory Description |
| Business Continuity and Disaster Recovery | Business continuity consulting and planning, as well as disaster recovery planning, including disaster recovery exercises and execution. |
| Data Center Services | Strategy, planning, architecture, and operation of physical and virtual data centers, including on-premises, remote, and cloud-based data centers. |
| Database Management | Hosting and administration of databases, physical and virtual. |
| Integration Services | Consultation and integration services, when offered as a consolidated service. |
| Monitoring and Alert Management | Monitoring of IT services, including the underpinning technologies. |
| Network and Connectivity Management | The architecture, installation, and operation of infrastructure items required to offer network connectivity, such as network cabling, routers, and firewalls. Includes connecting devices (including Internet of Things devices) to the network, network access management, securing access to networks, and appropriate authentication (e.g., network registration systems, VPN, and NAC). |
| Server and Storage Management | Provisioning, hosting, and administration of physical and virtual servers and related storage. Includes the maintenance and provisioning of core storage capabilities such as server storage and database backups. |
| SUBCATEGORY: IT PROFESSIONAL SERVICES | |
|---|---|
| Subcategory | Subcategory Description |
| Continuous Improvement and Innovation | Consulting unrelated to a specific technology service, such as business process streamlining, business relationship management, and business analysis. |
| Digital Accessibility | Assessing or enabling accessibility of academic software, enterprise applications, or electronic/digital resources. Might include accessibility reviews, defining standards, analysis, or end-user training/awareness. |
| IT Communications and Documentation | Development and delivery of IT communications related to delivery of IT services. Might include communications related to system changes, service offerings, or service outages (planned or unplanned). Functionally, might include maintenance of support documentation and/or the service catalog. |
| IT Service Delivery and Support | Includes design and maintenance of the capabilities, tools, and service points needed to deliver IT services or provide end-user support. Includes service desks, call centers, and online support delivery. Might include concierge support or special event service delivery. |
| IT Strategy, Governance, and Enterprise Architecture | Enterprise-level strategy and planning. |
| Portfolio and Project Management | Project portfolio management and related project management services. |
| Training and Outreach | Developing, delivering, or coordinating end-user technology training for applications and systems. Functionally, might include organizational change management and/or development and delivery of digital literacy campaigns. |
| SUBCATEGORY: RESEARCH | |
|---|---|
| Subcategory | Subcategory Description |
| Lab Management Systems | Recording and tracking lab experiments, equipment, and specimens. |
| Research Administration Systems | Systems used to secure and facilitate research funding and compliance. |
| Research-Specific Computing and Applications | Computing and storage resources that support research that uses specialized or highly intensive computation, storage, bandwidth, or graphics. Includes advanced or specialized applications, such as plotting, visualization, modeling, rendering, animation, graphics programming, and image manipulation. |
| Research Data Services | Support of the data life cycle, including data creation; discovery and collection; analysis and visualization; storage, backup, and transfer; and research data policy compliance. |
| Research Software | Software package management, research software development, research software optimization or troubleshooting, workflow engineering, containers and cloud computing, securing access to software, and software associated with physical specimens. |
| SUBCATEGORY: INFORMATION SECURITY | |
|---|---|
| Subcategory | Subcategory Description |
| Identity and Access Management | Identity and access management, including accounts, authentication, access, and role-based provisioning at the enterprise level. |
| Secure Computing | Offerings that provide a secure computing environment for end users. Includes network security, system security, application security, and threat monitoring and management. |
| Security Consulting and Education | Security assessment, education, and awareness of campus security requirements, policies, and guidelines. Includes contract reviews and risk assessments. |
| Security Incident Response and Investigation | Offerings that respond to, remediate, and seek to prevent security incidents and vulnerabilities. |
| Security Policy and Compliance | Offerings relating to institutional policy or compliance guidelines and requirements. Includes support for audit processes. |
| SUBCATEGORY: TEACHING AND LEARNING | |
|---|---|
| Subcategory | Subcategory Description |
| Assessment Systems and Learning Analytics | Support for assessing learning outcomes and learning analytics. |
| Academic Technology and Support | Ensuring that physical classrooms, specialized learning environments, and virtual learning environments (e.g., immersive learning, augmented reality) are suitably equipped and functional to meet the needs of the education experience. |
| E-Portfolio Management | Creating and managing e-portfolios, including the consumption or use of e-textbooks and other online self-curation. |
| Instructional Technology and Design | Ensuring that faculty and other course creators have the knowledge and assistance they need to optimize their effectiveness in using teaching and learning technologies, including e-text development and online course development. |
| Learning Management | Offerings that relate to the management of academic course materials (e.g., videos, documents, spreadsheets) and that facilitate teaching and learning using online portals. Includes learning management systems and other learning platforms, as well as services that provide on-demand, usually modular skills-based learning to employees and/or students. |
| Lecture Capture | Recording, storing, editing, and publishing lectures. |
| Polling and Surveys | Polling and survey offerings used to solicit feedback from a group of individuals for academic or business purposes. Includes application-based, online, and device-specific polling or survey systems. |
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