IT Service Catalog Template for SMEs

What Is an IT Service Catalog?

An IT service catalog is a simple list of everything the IT team does — written in language that non-technical employees can understand. Instead of employees guessing "should I email IT about this?" or "who do I contact for a software request?", the catalog tells them exactly what is available and how to request it.

Why Small Teams Need a Service Catalog

Without a catalog, IT gets requests like: "Can you help with something?" followed by a vague description that takes 10 minutes to clarify. A service catalog sets clear boundaries, reduces ambiguity, and manages expectations. It also provides data for capacity planning — if one service category is consuming 80% of your team's time, you know where to focus improvement efforts.

Service Catalog Template

1. Technical Support Services

Service	Description	How to Request	Target Resolution
Hardware Issue Resolution	Diagnose and repair laptop, desktop, printer, or network equipment issues	Email support@company.com or helpdesk portal	P1: 4 hrs, P2: 8 hrs, P3: 24 hrs
Software Installation	Install approved software on company devices	Helpdesk portal — Software Installation form	Within 2 business days
Password Reset	Reset forgotten passwords for company systems	Self-service portal or email support@company.com	Within 30 minutes during business hours
Email & Account Setup	Create new email accounts, distribution lists, and shared mailboxes	Helpdesk portal — Account Setup form (requires manager approval)	Within 4 business hours of approval

2. Access & Security Services

Service	Description	How to Request
New User Access Provisioning	Grant access to systems and tools for new employees	Auto-triggered by HR onboarding ticket
Access Modification	Change permissions for existing users (role change, transfer)	Helpdesk portal — Access Change form (requires manager approval)
VPN Access	Set up VPN access for remote work	Helpdesk portal — VPN Access form
Security Incident Reporting	Report phishing, malware, lost device, or suspicious activity	Email security@company.com (1 hour response for SEV-1)

3. Asset & Procurement Services

Service	Description	How to Request
New Laptop/Desktop Request	Request a new computer for a new hire or replacement	Helpdesk portal — Hardware Request form
Software Purchase Request	Request purchase of a new software tool or licence	Helpdesk portal — Software Purchase form
Asset Transfer	Transfer an assigned asset to another user or location	Helpdesk portal — Asset Transfer form
Asset Disposal Request	Request disposal of end-of-life IT equipment	Helpdesk portal — Disposal Request form

Keeping the Catalog Current

Review the service catalog quarterly. Add new services as the team's capabilities grow. Remove services that are no longer offered. Update SLAs based on actual performance data. The catalog should be published on your internal wiki or knowledge base so every employee can access it.