Define each service clearly
Name the outcome, eligible request, required information, expected handoff, and excluded work. A catalog entry should help a requester choose the right lane.
Link ownership to decisions
Show who performs the routine steps and who approves exceptions, policy changes, access, or customer commitments. Role names without authority boundaries create confusion.
Review from queue evidence
Use misrouted requests, repeated questions, and incomplete intake to improve the catalog. Retire entries when the underlying process or owner changes.