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Service Catalogue Certification

Service Catalogue looks at ways to:
  • control demand,
  • publish and track service pricing and cost,
  • and automate service request management and fulfilment.

The service catalogue provides a clear view of what services IT provides and how IT adds value for the money allocated. It provides a method to request or order the services that are published. The Service Catalogue enables good governance in that the key terms, conditions, and controls defined in the Service Catalogue are integrated into the service delivery processes of the organisation. It enables an organization to better plan, deliver and support services while accurately costing and pricing services.

The Service Catalogue looks at common activities such as ordering of PC/desktop, telecommunication, collaboration, and support services, which can produce measurable results and assures consistent service pricing and quality. Service Catalogue also looks at ways to help reduce cycle time; implementing workflow can reduce the time it takes to fulfil services, saving numerous hours per request. Organizations can thus reallocate precious staff time to more strategic initiatives.

A 'Service Catalogue', as defined in the ITIL Service Delivery guidance, is a list of services that an organization provides, often to its employees or customers. Each service within the catalogue typically includes:

  • A description of the service
  • Timeframes or service level agreement for fulfilling the service
  • Who is entitled to request/view the service
  • Costs (if any)
  • How to fulfil the service.

Benefits for Individuals

  • Demonstrate value to the business by establishing service level expectations, regulating service deliverables and improving communication across IT.
  • Reduce access points into IT and consolidate IT services.
  • Standardize IT services and help IT organizations reduce or eliminate ad hoc requests by automating request management.
  • Reallocate resources to critical business systems to better manage the IT portfolio and optimize workflow.
  • Communicate a documented portfolio of services to the organization.

Benefits for Organizations

  • Provide a means of access for a fully integrated and universal IT service level management process to align IT and the business.
  • Improved understanding of business needs, concerns and challenges resulting in better communication across IT and improved relationships with its users.
  • Reduce costs by allocating budget to specific business requirements and identifying and eliminating IT service waste.
  • Initiate discussions between IT and the business about how IT can best support the business and establish standards to promote consistency.
  • Improve service quality through automation and focusing on a single, consistent set of services.


The Service Catalogue syllabus looks at the implementation of workflow and how this can reduce the time it takes to fulfill services, saving numerous hours per request. Organizations can thus reallocate precious staff time to more strategic initiatives.

The certification has been called 'foundation plus' as it is a multiple choice examination based on the Blooms Taxonomy levels 2-4. This means it has a higher difficulty level than a standard Foundation exam, but is not as challenging as an Intermediate-level exam.

Exam Format

  • Multiple choice
  • 40 questions per paper
  • 26 marks required to pass (out of 40 available) - 65%
  • 75 minutes duration
  • Closed book.

The exam is available in either a paper-based or an on-line format.