9 IT service catalog examples from across industries to try

To understand service catalogs, think of them as a central place where employees can easily find and request the support and resources they need. They bring IT and other departments together in one organized space, improving communication and making everyday work smoother. A well-managed catalog also supports your broader service strategy, helping IT stay aligned with business goals, monitor demand, and improve delivery over time. Let’s take a closer look at what service catalogs are and how they work.

What are service catalogs?

Service catalogs are a user-friendly, centralized listing of all IT services offered by an organization, which enables users to easily browse, understand, and request the services they need.

Service catalogs are often used as internal systems to improve organizational communication. Still, they can also be provided to external users as support systems or to order services from a company.

9 IT service catalog examples

IT service catalogs power support across industries worldwide. Here are real service catalog examples from universities, nonprofits, retailers, and multinationals showing how they manage provisioning, permissions, and related services. These examples show how service catalogs transform IT support across industries:

1. M+C Saatchi Group

M+C Saatchi Group is a global advertising agency with over 2,000 employees across 25 offices. To reduce complexity across such a large and distributed workforce, the company built a tailored service catalog. It features descriptive, informal language and uses familiar internal references, making it easier for employees to find and request services. The catalog reflects the company’s culture and workflows, helping staff get the support they need without added steps. This is a brilliant service catalog example that reflects how a service catalog can be customized to match the tone and structure of a creative, global organization.

2. Freshworks

Freshworks’ service catalog acts as a central hub where employees find and request support across HR, engineering, marketing, sales, and facilities. New hires breeze through onboarding, managers easily refer candidates, and hardware or software requests flow smoothly to procurement. By putting these services in one place, the catalog removes barriers and saves time, letting people focus on their work instead of navigating complex processes. This approach strengthens collaboration across teams and creates a more connected, efficient workplace where employees feel supported every step of the way.

3. McCormick & Company

Another effective service catalog example is McCormick & Company, which relies on a custom-built catalog to support HR across its global workforce. Employees can complete forms, request HR actions, access policies, and find answers to common questions—all through one system. This reduces routine work for HR staff while improving access to essential information. By offering self-service tools for standard tasks and enforcing consistent processes company-wide, McCormick ensures HR operations are efficient, reliable, and aligned with compliance standards across every location.

4. Harrods

Harrods, the iconic London department store, operates with over 12,000 employees and more than 300 departments. To support such a large and dynamic environment, Harrods built an enterprise-grade service catalog focused on usability at scale. The catalog gives every employee access to request support across IT, facilities, infrastructure, and customer service through a single, intuitive interface. Its strength lies in balancing scale with simplicity. Employees can quickly log and track requests, while managers have real-time visibility into issues and resource allocation. The result is a unified system that brings order, transparency, and accountability to one of retail’s most complex operations.

5. Rowan Salisbury

Rowan Salisbury Schools, serving 20,000 students across 35 North Carolina schools, built a service catalog that functions as both a knowledge base and communication hub. Teachers and students can reset passwords, request classroom support, and access policies without navigating multiple systems. The catalog also centralizes announcements and internal updates that were once scattered across departments. Its real strength is accessibility—everyone, from classroom staff to district leadership, uses the same trusted source to stay informed and productive. This unified experience has reduced confusion and improved day-to-day operations across the entire school district.

6. Carnegie Science

At Carnegie Science, where researchers pursue some of the world’s most advanced scientific work, simplicity and autonomy are essential. Their setup is a great service catalog example of a tailored knowledge hub, housing technical standards, IT support, institutional policies, and frequently asked questions in one searchable place. Scientists can troubleshoot, request support, or reference procedures without disrupting their work. What sets it apart is how well it supports deep focus: by reducing reliance on back-and-forth emails or lost documentation, the catalog gives researchers time and clarity to concentrate on discovery.

7. C&K Childcare and Kindergarten

C&K brings us a notable service catalog example, designed with care to support over 350 childcare centers across Australia. It supports admissions, emergency workflows, HR, facilities, and procurement—built around regulatory needs and the realities of working with young children. What makes it stand out is its thoughtful structure: from parent requests to internal safety protocols, every function is streamlined and clearly organized. The catalog reduces administrative strain on educators and ensures services run smoothly, so centers can focus on delivering consistent, high-quality care.

8. University of New South Wales (UNSW) IT

UNSW IT’s service catalog supports over 60,000 students and thousands of staff across Sydney and Canberra. Through the support portal, users can request help, report issues, or access services such as email, apps, and equipment. The catalog clearly distinguishes between service requests (like access or equipment) and incidents (like system outages). Support is accessible through IT hubs on campus and by phone during extended hours. What sets UNSW’s catalog apart is its structure and reach, combining in-person and online support with transparent processes designed to meet the scale and pace of a large university community.

9. Cornell University IT Portal

Cornell’s IT service catalog is a well-structured, thoughtfully designed resource that supports a broad university community. Services are grouped into 11 clear categories, including Teaching & Learning and IT for IT Professionals, making it easy for users to find what they need. Features like “Popular Services” and “My Recently Visited Services” simplify access to frequently used tools like email setup, software installs, or device repair. The catalog also utilizes tags to help users discover related services without having to dig through menus. Cornell’s attention to organization and personalization makes everyday tasks simpler for students, staff, and faculty alike.

Benefits of using service catalogs

A well-built service catalog can double as a knowledge base, so employees can often find answers on their own. Whether it’s a quick how-to, a policy doc, or a troubleshooting guide, it’s all in one place and easy to reach. Here’s a closer look at the major benefits service catalogs bring to your organization.

Streamlined communication

The greatest advantage of a service catalog lies in how it simplifies communication across your organization. It gives employees a straightforward way to connect with IT, request services, or report issues without hunting for the right contact or process. This clarity saves time, cuts down confusion, and helps teams get back to work faster.

A well-designed service catalog doesn’t stop at IT. It can also support requests across departments, such as HR, finance, and facilities. That means someone in accounting can easily reach out to HR or marketing to solve a problem, all from the same place. Streamlining communication increases productivity and improves your business's bottom line. 

Standardized service delivery

Implementing a service catalog helps with how services are delivered across the organization. With a single, organized source for all requests: 

• Employees know exactly where to go and what to expect

• Best practices and procedures are consistently followed

• New hires can quickly get up to speed

• Changes and updates are applied across the board

This consistency reduces wasted effort, simplifies compliance, and makes performance easier to measure. Teams spend less time navigating process gaps and more time focused on more strategic work. Leaders gain a clearer view of operations and can focus on strategic improvements instead of operational fixes.

Improved cost savings

Service catalogs can offer substantial cost savings to organizations, particularly for medium and large companies. Service catalogs enable IT workers to efficiently manage requests and deliver support, products, and services to users in a streamlined manner. As a result, IT workers in the organization can accomplish more in a workday, thereby reducing labor costs. You can maximize these cost savings by implementing AI to handle routine tasks in your services catalog.

Service catalogs also improve efficiency and productivity in your business. They improve communication throughout your business, allowing different departments to save time when dealing with your IT services, improving their productivity. This allows you to get more done with fewer workers across your organization, reducing your costs. 

Enhanced self-service

Another key benefit of a service catalog is improved self-service. Employees can request tools, software, or support directly without waiting for manual responses. This reduces the burden on IT teams and gives users faster access to what they need. Behind the scenes, automation handles routine requests like password resets or software installs, so common tasks are resolved quickly and consistently without IT intervention.

Tailored, ongoing service improvement

A service catalog gives everyone in the organization visibility into available services and IT offerings, along with the data to understand how they’re being used. You can see which services are underused and remove them to reduce waste. If certain requests come up often, it may make sense to expand those offerings or introduce related ones.

This kind of insight helps you shape your services based on real demand, not guesswork. Over time, your catalog becomes sharper, more relevant, and better aligned with how your organization actually works.

Essential elements of an effective IT service catalog

Creating an effective IT service catalog depends on several essential components that improve usability and deliver value to your organization.

Clear service descriptions

Each service should have a simple, clear description that explains what it offers, who can use it, and the expected results. Avoid jargon and focus on practical benefits to help users understand what they’re requesting.

Logical categorization

Organize services into intuitive groups, such as hardware, software, or account management. Categories based on function and user roles make it easier for users to find what they need quickly.

Service Level Agreements (SLAs)

Include SLA details like response times and support hours. Transparent SLAs set clear expectations and build trust between IT and users.

Ownership and responsibility

Assign an owner to every service and specify the responsible team. This accountability streamlines issue resolution and clarifies communication channels.

Cost transparency

If applicable, show any costs or approval requirements upfront. Clear cost information helps users make informed decisions and speeds up request processing.

Straightforward request process

Design a simple, adaptive request workflow with minimal steps. Offering multiple request channels, such as self-service portals like those Freshservice offers, email, or phone, makes accessing services convenient.

By focusing on these elements, your service catalog for IT services becomes a practical tool that supports both IT efficiency and user satisfaction.

ITIL service catalog, ITSM service catalog, and IT service catalog best practices

To get the most out of your IT service catalog aligned with ITIL principles, you need a strong foundation. That means thinking carefully about how it will be structured, maintained, and improved over time. A thoughtful setup reduces confusion, helps avoid common rollout issues, and makes sure the catalog supports the day-to-day needs of your team. When it’s designed around how your organization actually works, it’s more likely to stay useful and adaptable as your needs evolve. Here are some best practices you should employ when introducing a services catalog to your operations: 

Prioritize the most popular services: Your first priority when establishing a service catalog should be to start with your most commonly requested services. Your most popular services are the ones that users will want access to more often and, therefore, are the ones that users rely on when interacting with your organization.

Prioritize the most-used services. Start by including the services that users request most often. These are the ones people rely on day to day, so having them available first helps drive adoption. Once the core services are in place, you can gradually expand your catalog to include more specialized offerings.

Keep stakeholders informed. A service catalog for IT services is effective only if people know it exists. Communicate what services are available, how to access them, and any changes over time. This helps avoid confusion and ensures that users and teams understand how to make the most of the system.

Use AI and automation. AI and automation help streamline your IT service catalog by handling routine tasks like password resets or basic troubleshooting. This reduces manual work for IT teams and gives users faster responses.

Focus on user experience. A good service catalog example is one that’s easy to use. If the interface is clunky or confusing, people will avoid it. A clean layout and simple request process go a long way in encouraging adoption and maintaining long-term value.

Here are some ways to make your system user-friendly:

• Keep tasks simple. Avoid long forms for basic requests. Make it easy to get help fast.

• Ensure broad accessibility. Let users access the self-service portal across apps and devices.

• Highlight popular services. Feature commonly used services right at the top.

• Organize navigation smartly. Structure the catalog in a way that reflects how people actually search.

• Measure what matters. Track usage, resolution rates, satisfaction, and time saved.

• Listen to feedback. Use surveys and discussions to learn what’s working and what’s not.

• Make updates often. Use data and changing needs to keep the catalog useful.

• Think beyond the catalog. Align your service offerings with business goals, impact metrics, and overall service strategy.

Start building your service catalog today with Freshservice

Freshservice is a leading provider of service catalog solutions. A great service catalog example is how Freshservice lets organizations quickly build and manage catalogs, improving service delivery and making it easier for employees to find and request the support they need.

Easy service catalog creation and management

Freshservice makes it simple to build and manage your service catalog. Its user-friendly interface walks you through adding services, products, and resources. It then helps you organize them into clear, logical categories that are easy for employees to navigate. Built-in approval workflows keep everything consistent and under control, so teams always know what’s available and how to request it.

Branded self-service portal

Make it easy for staff to find and request what they need through a clean, branded portal. Freshservice integrates with tools like Microsoft 365 and Google Workspace so everything works together smoothly.

Powerful yet simple catalog builder

Whether you’re supporting IT, HR, or facilities, Freshservice helps you design a catalog that fits your organization without needing to write a single line of code.

Efficient administration and updates

Freshservice makes it easy to keep your service catalog up to date. The dashboard gives you real-time insights into how services are being used so you can quickly spot what’s working and what might need attention. You can also collect direct feedback through polls and suggestions, helping you shape the catalog around what people actually need.

Meaningful and lasting catalog experience

With Freshservice, your service catalog stays relevant and people-focused, no matter how your organization grows.