Attribute Name

Definition

Service Description

Brief description of the service which explains what the service includes.

Service Exclusions

Brief description regarding what is not included in the service.

Service Core Dependencies

Listing of the underlying services and processes that are necessary for this service.

Service Options

The various components and options available to users when ordering the service from the catalog.

Service Hours

The time period during which the service is typically available.

Service Maintenance and Planned Down Time

The time period during which the service is typically not available due to scheduled maintenance.

Service Availability

The targeted percentage (of the defined Service Hours) during which service is available for requests.

Service Owner(Performance Measure Owner)

The person responsible for the service.

Service Users

The intended group of requesters for this service.

Performance Measures/Descriptions

One or more defined performance measurements for the service fulfillment with a base line target.

Key Performance Indicators

The performance measurement which is the primary indicator of the performance of the fulfillment of this service.

Key Goal Indicators

The overall company benefit from this service.

Data Collection Method/Frequency

An overview of the intended data collection method and frequency. If tools and methods are known, specify them in this attribute.

Cost Categorization(to Business Unit)

Definition of the cost categorization of the service regarding the following aspects of costs: direct and indirect, capital and operational, fixed and variable, cost type, cost elements, cost units.

Charging Policies

The charging policy for this service. The template gives examples both for internal and external providers.