Reading the service catalog
A service catalog entry describes what a service is, who delivers it, and how it is requested. This guide explains how to read one. The actual catalog for your deployment is part of your agreement.
Included, optional, and excluded
- Included: delivered as part of the base service in your order
- Optional: available on request, priced per the catalog or a separate order
- Excluded: not part of the service; the customer or another party is responsible
Fields in a service entry
- Service owner: the party accountable for delivering the service
- Request method: how the service is ordered or triggered
- Commercial unit: how it is measured and billed (per rack, per task, per month)
- Prerequisites: what must be in place before the service can start
- Acceptance: how completion is confirmed and recorded
Illustrative service entry
Illustrative example, not a published rate or commitment. Remote hands, standard task. Owner: site operations. Request method: support ticket from an authorized requester. Unit: per task, billed in increments defined in the order. Prerequisites: the equipment is labeled and the instructions are complete. Acceptance: the task notes and any requested evidence are attached to the ticket.