Discovery & analysis
Service catalog
The catalog of services your organisation delivers — per service the SLA expectation, owner and audience. Prevents arguments at go-live about what 'normal' is.
Updated Jan 23, 2026
Discovery · 3.5
Why this first
Most organisations deliver dozens of internal services without a catalog. Everyone roughly knows what’s available, but expectations diverge. An explicit catalog prevents “I thought that would be solved within 2 hours” and gives Gfacility the structure to configure tickets, tasks and cost flows.
What do you deliver?
Service catalog
List of 10-50 services your org delivers daily, with measurable service agreements.
SLA tiers
3-4 tiers (Bronze/Silver/Gold or similar) with response time, resolution time, availability.
Owner per service
One named role per service who watches the SLA and handles escalations.
Audience mapping
Which user groups may request which service — input for restriction rules.
Steps
- 1Inventory with the shop floor — “what do people typically ask of you?”. Look in helpdesk history for the top-30 topics.
- 2Cluster down to 10-50 services — not 200 micro-services, not 5 catch-all buckets. Granularity needs to be workable.
- 3Define 3-4 SLA tiers — for example Standard / Urgent / Critical with concrete times.
- 4Assign each service an SLA tier — not everything is “Gold”. Nuance forces prioritisation.
- 5Name an owner per service — the RACI matrix (3.4) makes the 'A' obvious.
- 6Map audiences — who may request service X? Everyone, only managers, only external suppliers?
- 7Reality-check — can you hit the SLAs today? If not: adjust the SLA or plan capacity expansion.
Template — Service catalog
| Service | Category | SLA tier | Audience | Owner | Volume/month |
|---|---|---|---|---|---|
| Office fault report | Facility | Standard | All employees | Head of Facility | ~120 |
| Catering > 10 people | Catering | Standard (3 days ahead) | Managers, reception | Catering coordinator | ~40 |
| Critical IT incident | IT | Critical (1h response) | Everyone | Head of IT | ~15 |
| … | … | … | … | … | … |
Template — SLA tiers
Standard
- Response: 4 working hours
- Resolution: 3 working days
- Availability: business hours
Urgent
- Response: 1 working hour
- Resolution: 1 working day
- Availability: business hours
Critical
- Response: 30 minutes
- Resolution: 4 hours
- Availability: 24/7 or business-hours+
Best practices
→ Not everything is “Gold”
If everything is critical, nothing is. Force a 60/30/10 split: most services standard, some urgent, few critical.
→ Measure before you promise
Look in historic data what you hit on average today. Promise no more than 20% tighter.
→ Communicate publicly
Show the SLA in the self-service portal → fewer “is it done yet?” questions.
→ Build in escalation
Per SLA tier: what happens on a looming breach? Notification, automatic escalation to manager.