IT’s Business Service Catalog

2023 NACo Achievement Award Winner

Howard County, Md., MD

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About the Program

Category: Information Technology (Best in Category)

Year: 2023

The Department of Technology and Communication Services utilizes the business service catalog as a catalyst to establish a comprehensive process flow for onboarding, tracking, maintaining, and supporting the various business services the County provides. This powerful tool facilitates disaster recovery planning, offers a unified view of service outages and alerts from multiple sources, and enhances troubleshooting via service maps. It streamlines onboarding and offboarding procedures through existing processes such as change and project management, and provides historical information about the who, what, where, how, and when of each service. The department currently manages over 400 business services within the catalog, including processes like authentication, security, and email. In the long term, the catalog enables the department to create a knowledge base of services, protecting against turnover and providing an auditable trail of supported systems.