Enterprise Service Management Office, Enterprise IT Service Catalog, Service Offering Review Cycle

Service Offering Owners need to periodically review their offerings, listed in the Enterprise IT Service Catalog, to ensure the information remains accurate and up to date.

Overview

It is important to keep information in the Enterprise IT Service Catalog current. This will ensure our users have the best information about the services and offerings that are available to them - what is available, how to find out more information, how to use, and how to get help. Additionally, the catalog supports technology governance, planning, portfolio alignment and continuous improvement.

We are starting with an approximate six month review cycle, based on the last update for each offering. The Enterprise Service Management Office (ESMO) will adjust the schedule over time.

The review cycle will involve a series of notifications, a survey, and submitting changes through the catalog request form. ESMO will work with offering owners to make desired changes.

Email Notifications

Offering owners will receive two notifications to start the review cycle. The first message will be sent prior to Qualtrics survey invitation. It is a heads up message sent directly to the offering owners who will be reviewing at least one entry for the current cycle. The second message is the survey invitation and will be sent from Qualtrics.

First Message Details

Offering owners need to complete the survey, even if

  • They are no longer the owner - a new owner can be specified in the survey
  • No changes are needed - if everything looks good, the timestamp will be reset for another 6 months.

Information about the second message

  • Subject: Enterprise IT Service Catalog Review for [service offering name]
  • From: noreply@qemailserver.com
  • Sender: Jonathan Dixon
  • If an owner has multiple service offerings, they will receive a message for each offering as it becomes eligible for review.
  • If an owner is expecting the second message but doesn't receive it, let the Enterprise Service Management Office know.

How to respond

  • Review the invitation email for details specific to the service offering.
  • Complete the survey using the link in the Qualtrics invitation email.
  • The survey will include a link to the offering. Use that to review the offering, and decide if changes are needed.
  • Owner update only:
    • If updating the owner, enter the new NetID.
    • Select "No, I do not need to make any other changes."
    • ESMO will work with the new owner to review the offering.
  • Delegate updates - up to two delegates may be specified for each offering.
    • Delegates are encouraged, but completely optional.
    • If delegates have been established, you will see their name and NetID.
    • Update with a new NetID only if a different delegate is desired.
    • Remove a delegate entirely by removing the NetID from the text box and leaving it blank.
  • If no additional changes are needed, select "No, I do not need to make any other changes."
    • Use this to indicate that only a change to the owner or delegates is needed, or
    • Use this to signify everything is okay with the owner, delegates, and the offering's catalog entry.
  • If other changes to the offering are needed, select "Yes, I want to make other changes."
    • Use this to submit delegate changes in addition to changes to the offering's catalog entry.
    • After confirming, you will be redirected to the catalog request form.
    • Select "Propose a change to an existing service offering."
    • Provide details for the changes you would like to make. You only need to complete the fields that are required and the ones you would like to change.
    • After submitting, ESMO will work with you to update the catalog entry.

Second Message Details

This is the survey invitation message, sent by Qualtrics. Each survey request is unique to the offering. Owners of multiple offerings may receive multiple invitations during the same review cycle. It is important that each survey be completed.

The message contains

  • A link to the offering's catalog entry
  • A link to the survey

How to respond

Within one week, please:

  • Review the catalog entry and determine if changes are needed.
  • Review the Offering Owner and Delegates for changes.
  • Complete the survey.
  • Submit any additional changes through the catalog request form (you will be redirected from the survey).

Completing the Survey

The survey displays the service offering name and its current description. Some offering owners have more than one offering. Providing this information will help owners know which offering this survey covers. Additionally, there is a link to the catalog entry, which opens in a new tab). Take the opportunity to review the catalog page and be prepared to request changes. Make sure you don't close the survey tab.

Offering Owners and Delegates

Not every offering attribute is publicly visible in the catalog. The survey displays the offering owner and two delegates. Every offering must have an owner, but delegates are optional. 

  1. You will see the name and NetID of the owner. If the owner needs to change, you may enter the NetID of a new owner. 
    • If changing the owner, you do not need to make any other changes. You may select "No I do not need to make any other changes." ESMO will work with the new owner to review the entry
  2. If delegates are listed, you will see their name and NetID. If you would like to change a delegate:
    1. Remove "n/a."
    2. Enter the NetID of the new delegate. If you would like to completely remove a delegate, do not enter a NetID.

Making additional Changes

The only required question is "Other than owner or delegate NetID changes above, do you want to make any other changes to the [service offering name] entry?" Select one of the responses:

  • Choose "Yes, I want to make other changes." if you would like to make any other changes to the catalog entry (e.g., change the features and benefits)
    • Clicking "Next" will take you to a confirmation page. 
    • Clicking "Next" on the confirmation page will redirect you to the catalog request form.
      1. Select "Propose a change to an existing service offering."
      2. Enter the name of the service offering as it appears in the service catalog.
      3. Fill in changes only to the fields that you would like to update.
      4. Add any comments.
      5. Click "Submit."
      6. ESMO will work with you to publish changes and will set the next review date.
  • Choose "No, I do not need to make any other changes." if you do not need to make any changes to the catalog entry (e.g., only the owner or delegate needs to change, or everything is okay)
    • Clicking "Next" will take you to a confirmation page.
    • To finish this survey, on the confirmation page, click "Next"
    • ESMO will make any requested owner and delegate changes and set the next review date.

Additional Information

If you have any questions, please contact the Enterprise Service Management Office by submitting an ESMO request form.


Keywords:
ESMO, update 
Doc ID:
159280
Owned by:
ESMO G. in University of Illinois Technology Services
Created:
2026-02-24
Updated:
2026-03-02
Sites:
University of Illinois Technology Services