Best Practices › Best Practices Foundation › Customer-Focused Documentation

Customer-Focused Documentation

Prepare customer-focused documentation for the service catalog and make it available to all potential users. Sample contents follow:

• Forward from the IT Director
• Table of Contents
• IT Service Provider profile
• Version number, date created, date amended
• Changes from last published Catalog
• Service times and accessibility of the IT Service Provider
• Overview of Services and Products
• Customer-focused Service and Product descriptions
• Specifications of Services
• Deliverables
• Service Times
• Maintenance Times
• Support Times
• Delivery Times
• Quality Target (availability, reliability, usability, priority)
• Requirements
• Request and Change procedures
• Contingency policy
• Pricing and Charging
• Index and definitions