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The availability of a ‘Service Catalogue’ describing the current and proposed IT service offerings is vital to the success of an IT Service Management strategy targeting service excellence. In the same way a restaurant menu sets initial expectations for a customer and provides the basis for personalized service, the Service Catalogue enables IT organizations to market and commit to achievable levels of service at a predictable cost (or planned price). A well designed and suitably worded catalogue will dramatically improve the business perception of the value of IT services and is a mandatory element for enterprises seeking the alignment of business requirements and IT service capabilities.
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