Tamara has been with the University of Toronto since 2008. She has a broad range of experience with specialized IT communications initiatives for the IT portfolio and led TechKnowFile, the annual professional development conference for IT staff, for 10 years. Tamara was the functional developer for the first IT Service catalogue at the University of Toronto and the co-developer for the University's first award winning Information Security Education & Awareness program. Most recently, Tamara has transitioned into IT Business Analysis at the University and is focusing on operational efficiency and strategy. Tamara is an avid public speaker on topics in technology and information security, with a specialty in creating and delivering accessible technical content to non-technical audiences.
This paper provides specific guidance regarding the necessary components of an effective IT service catalog, such as the taxonomy, terminology, attributes, and descriptions for common IT services. It is a revision of the 2015 document and uses feedback from earlier implementations and the people who created them to address gaps and changes in the landscape of information technology.
As IT becomes more pervasive in all aspects of higher education, IT's customers need a user-friendly way of learning about and requesting IT services.