How to Build an IT Service Catalog for a Growing SMB

TL;DR: If your IT support agreement feels like a “we’ll figure it out later” handshake, you’re going to pay for it later (usually at the worst possible time). A practical it service catalog spells out what’s included, what’s extra, how fast you respond, and who does what, so your SMB can scale without surprise bills or security holes.

Back in my day, an “IT catalog” was a sticky note on a CRT monitor that said “DON’T TOUCH.” Now in 2026, you’ve got cloud apps, remote workers, Microsoft 365, and a printer that still thinks it’s the most important employee in the building. If you’re a growing SMB in Palm Beach County, you need clarity, not vibes.

Why an IT service catalog matters (and why you keep getting surprise bills)

I see this exact problem three times a week: a business thinks they’re paying for “IT support,” but nobody agreed on what that actually means. So when something big happens (new hire rush, ransomware scare, server dying, email migration), the invoice shows up like a plot twist.

What actually breaks when the catalog is missing

• Unclear managed services scope leads to “that’s out of scope” arguments when you’re already stressed.
• Slow response expectations because nobody defined service level agreements (SLAs) and response times.
• Security gaps because patching, MFA, backups, and monitoring are assumed but not documented.
• Budgeting chaos because you can’t forecast what’s included vs add-ons.

Computers should work quietly in the background, like a good refrigerator. If you notice them too much, something’s wrong. An IT service catalog is how you get back to “boring and reliable.”

Start with managed services scope: what’s included vs add-ons

Before you write anything else, decide what your baseline support includes. And no, “everything” is not a scope. “Everything” is what people say right before they get mad at a bill.

Define your core services (the stuff you should standardize)

Most SMBs do well with a core bundle that covers day-to-day operations and basic security hygiene:

• Help desk support for users (password resets, email issues, software troubleshooting).
• Endpoint management for company PCs and Macs (inventory, encryption checks, AV status, basic configuration).
• Patch management policy (Windows 10/Windows 11 updates, macOS updates, and common third-party app patching where feasible).
• Network monitoring (firewall, switches, access points, internet uptime alerts).
• Backup monitoring (someone actually checks it, not just “we have backups”).
• Microsoft 365 administration (users, licenses, MFA, mail flow basics, shared mailboxes).

If you want the plain-English version of what we typically include, start at managed IT services for SMBs and then tailor it to your environment.

List common add-ons (so nobody pretends they were “included”)

Add-ons are fine. Normal, even. Just write them down so your future self doesn’t get ambushed.

• After-hours support and weekend work
• New office setup (cabling, new firewall installs, Wi-Fi redesign)
• Major projects (email migrations, domain rebuilds, server replacements)
• Advanced cybersecurity services (managed detection/response, SIEM, phishing simulations)
• Vendor coordination beyond basic escalation (long calls with ISP, line-of-business app vendors)

Here’s what NOT to do: hide add-ons in vague language like “advanced support as needed.” That’s how you end up arguing over what “as needed” means.

Write SLAs and response times that match reality (not wishful thinking)

Let’s talk about sla and response times. People love demanding “instant” support. Great. Do you also want “instant” pricing? Because that’s not how time works.

Pick priority levels and define them

Keep it simple. Four priorities is plenty:

• P1 Critical: Business is down (internet outage, email outage, ransomware event, core system unavailable).
• P2 High: Major impact but not total outage (multiple users affected, key person blocked).
• P3 Normal: Single-user issues, standard requests.
• P4 Low: Nice-to-haves, minor changes, “when you can.”

Define response time vs resolution time (they are not the same)

Response time means you acknowledged the ticket and started triage. Resolution time means it’s actually fixed. Don’t mix them up unless you enjoy disappointment.

Example (adjust to your staffing and hours):

• P1 response: 15-30 minutes (business hours); escalation immediately
• P2 response: 1 hour
• P3 response: same business day
• P4 response: 1-2 business days

Also define business hours, holiday coverage, and what counts as an “emergency.” (Hint: “I forgot my password again” is not an emergency. It’s a habit.)

Document the ticketing workflow so requests don’t turn into hallway conversations

If your “ticketing system” is a random email thread and a sticky note, you’re not running IT. You’re running a VCR with the clock blinking 12:00 forever.

A practical ticketing workflow for SMBs

1. Intake: user submits ticket (portal/email) with required fields (device, issue, urgency, screenshots if possible).
2. Triage: confirm impact, categorize, assign priority based on your SLA definitions.
3. Assignment: routed to help desk or escalation queue (network, Microsoft 365, security).
4. Work notes: every action logged (future you will thank you).
5. Customer updates: set expectations, don’t ghost people.
6. Closure: confirm resolution, document root cause, tag for reporting.

Want this to run smoothly with a partner? That’s literally what business IT support should be doing: repeatable process, not improvisational theater.

SMB IT documentation: the minimum set that prevents chaos

Look, I’m not going to sugarcoat this: if your IT documentation lives only in one person’s head, you don’t have documentation. You have a single point of failure wearing a polo shirt.

Core SMB IT documentation you should maintain

• IT asset inventory: laptops/desktops, servers (if any), network gear, printers, warranty dates, serials.
• Identity and access map: Microsoft 365 tenant admin roles, MFA policy, password manager ownership.
• Network documentation: ISP details, firewall model, VLANs (if used), Wi-Fi SSIDs, admin access location.
• Backup and recovery notes: what is backed up, where, retention, restore steps, last test restore date.
• Standard builds: what apps get installed, baseline security settings, encryption requirements.

For Microsoft 365 specifics, keep links to official guidance handy. Microsoft changes screens and names often enough to give an old tech gray hair. Use Microsoft Support for Microsoft 365 as your baseline reference, not a random forum post from 2013.

Onboarding checklist and offboarding checklist: where security usually fails

New hires and exits are where SMBs leak data. Not because you’re evil. Because you’re busy and humans forget things. A checklist is the seatbelt of IT.

Onboarding checklist (keep it boring and consistent)

• Create user in Microsoft 365 and assign the correct license
• Enable MFA and verify enrollment method
• Provision mailbox, Teams access, and required shared mailboxes
• Set up device: encryption, standard apps, updates, endpoint protection
• Grant access to file shares, SharePoint sites, line-of-business apps
• Document what was provided: device tag, accessories, accounts

If you need help keeping Microsoft 365 tidy (licenses, security defaults, mailbox permissions), that’s what Microsoft 365 administration and support is for.

Offboarding checklist (do this the same day, not “when you get time”)

• Disable sign-in immediately (or at least reset password and revoke sessions)
• Remove from groups and admin roles
• Convert mailbox to shared (if licensed appropriately) or set forwarding per policy
• Collect devices and verify encryption keys/recovery info are stored properly
• Revoke MFA methods and active tokens
• Transfer ownership of files, OneDrive, and shared resources
• Update vendor portals and any “one person owns it” logins

Offboarding is also where you’ll find out who was using the company credit card to pay for random SaaS tools. Which brings us to vendor management.

Change management: stop “cowboy clicking” in production

Back in my day, you didn’t push changes at 2 PM because the dial-up line was already busy. Today, people still make changes at 2 PM, but now they can take down the whole office Wi-Fi with one “quick tweak.”

A simple change management process that SMBs will actually follow

• Request: what’s changing, why, and what systems are impacted
• Risk check: downtime? security impact? rollback plan?
• Approval: who signs off (owner, office manager, IT lead)
• Schedule: after-hours if it can break the business
• Document: what changed, screenshots/commands if relevant

Change management isn’t “corporate nonsense.” It’s how you avoid the classic: “We changed something and now nothing prints.”

Patch management policy and endpoint management: the unsexy essentials

You don’t need the newest thing. You need the thing that works. And stays patched.

Patch management policy basics

• Define update cadence (weekly check-ins, monthly maintenance window)
• Define exceptions (specialty software, legacy hardware, downtime constraints)
• Require reboot compliance (yes, reboots matter, no matter how much people whine)
• Track patch status and failures

Endpoint management basics

• Standard device naming and inventory tags
• Encryption required on laptops
• Local admin rights controlled (most users don’t need them)
• Baseline security: firewall on, endpoint protection on, screen lock policy

Security isn’t a single product you buy once. It’s routine. If you want to tighten the screws without turning your business into Fort Knox Theater, start with business cybersecurity services that focus on practical risk reduction.

Network monitoring and Microsoft 365 administration: define responsibilities

This is where finger-pointing lives. So write it down.

Network monitoring responsibilities

• Who manages the firewall config and firmware updates?
• Who gets alerts for ISP outages and how are they escalated?
• What’s the standard for Wi-Fi coverage and guest networks?

Microsoft 365 administration responsibilities

• Who manages licenses and renewals?
• Who sets MFA policy and handles account compromise response?
• Who manages shared mailboxes, distribution groups, and permissions?

And please, for the love of all that is stable: don’t share one admin account between three people. That’s like sharing one car key for the whole family and then acting shocked when the car disappears.

Vendor management, IT asset inventory, and IT budget planning (the “grown-up” section)

If your SMB is growing, you need to know what you own, what you rent, and what you’re accidentally paying for twice.

Vendor management: keep a simple vendor list

• ISP account numbers, circuit IDs, support numbers
• Line-of-business software vendor contacts and renewal dates
• Hardware vendors, warranties, and support contracts
• Who is authorized to approve purchases and changes

For general security hygiene guidance that’s not trying to sell you magic beans, CISA is a solid reference: CISA Secure Our World guidance.

IT asset inventory: the spreadsheet you’ll be glad you had

• Device type, assigned user, purchase date, warranty end date
• Operating system (Windows 10, Windows 11, macOS)
• Critical apps and licensing notes
• Replacement schedule (typically 3-5 years for laptops, depending on workload)

IT budget planning: forecast with your catalog

Your service catalog should map cleanly to costs:

• Monthly recurring: managed services, monitoring, Microsoft 365, backup, security tools
• Annual recurring: renewals, warranties, domain/DNS, certificates
• Planned projects: office moves, Wi-Fi refresh, device refresh cycles

If you can’t predict your IT spend within a reasonable range, your catalog isn’t done yet.

Palm Beach County managed IT: how to roll this out without it becoming a binder on a shelf

Here in Palm Beach County, I’ve worked with businesses in West Palm Beach, Palm Beach Gardens, Lake Worth Beach, Boynton Beach, Jupiter, and Boca Raton. Different industries, same story: growth happens, and suddenly the old “call my cousin’s friend” IT plan stops working.

A 30-day rollout plan (boring but works)

1. Week 1: inventory assets, map users, document network and Microsoft 365 basics.
2. Week 2: define managed services scope and add-ons, publish the service catalog draft.
3. Week 3: set SLAs, build the ticketing workflow, finalize onboarding/offboarding checklists.
4. Week 4: implement patch policy, monitoring alerts, and quarterly review cadence.

Then do quarterly reviews: what tickets are recurring, what’s aging, what’s costing you time, what needs standardization. Computers don’t get better by being ignored. Neither does process.