This article contains the following topics:
The Service Catalog contains catalog items that can be used for submitting fulfillment requests. These catalog items have relevant, prepopulated information, which enables ease of use for the requester and allows for routing the request to the correct support group for action and fulfillment. The Service Catalog can be used to provide users with access to items that are frequently requested. We recommend that you use an item from the Service Catalog to log new requests as this helps more effective routing of tickets to a relevant support group. The ability to access these templates is managed through permissions.
The Administrator configures items to be made available to different users in the Service Catalog. The application administrator can configure these items by clicking Manage> ADMINISTRATION> Tools, and then from the Tools list, click Service Catalog Configuration. This includes identifying the type of requests that are often logged by users, categorizing the request to effectively group the items, and creating the items with the required information.
Service catalog is configured by creating a catalog item with defined attributes. Selected fields can be marked as required fields, to ensure that essential details are filled in. Logging tickets using a template ensures that all essential information is filled in before the ticket is logged, reducing the need for repeated follow-up with the requester. Catalog items can be made available in the Service Catalog. The Administrator manages access to the Service catalog by granting permissions to contacts, support groups, or roles. The administrator can also make a catalog item inactive and create new items as needed.
Support organizations have frequently raised service requests that can be easily predicted. The administrator can configure catalog items for such requests to accelerate the ticket submission process. Logging tickets using a catalog item helps to ensure that all essential information is filled in before the ticket is logged, thus reducing the need for repeated follow-up with the requester. For example, a ticket template to report a hardware failure can include fields to capture the information that is related to device.
Some of the actions you can take from the Service Catalog Configuration form are:
Here are a few of the benefits of using a service catalog:
Before you create catalog items, verify that the following prerequisites are in place:
Administrators should consider the following points for using catalog items:
You can delete catalog items only when the catalog item has no dependent data.
The purpose of introducing export is to have the ability to export catalogs between different environments. Consider a catalog "Emergency Change Request".This can be initially created and tested in the Testing or Staging environment and then exported to an XML file and imported into the Production environment.
To initiate the Export process, follow the below steps :
The XML file downloaded can now be imported to the target environment.
To import a service catalog in the target tenant, follow the below steps:
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The following predefined catalog items are supported in Intelligent Service Management:
Service Type | Catalog Name | Ticket Type | Description | Attributes | Permissions | Default Workflow Name |
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Employee Services | Provision New Employee (Sample) | Service Request | This catalog item can be used for new employee provisioning (facilities, logistics, transport etc.,) | Reason for Change = New employee joining organization. | Groups = Administration | Default Service Request |
General | Create Break-Fix Change Request (Agent) | Change Request | Create a Break Fix Change Request | Reason Code = Break Fix Agent | Groups = Administration | Default Change Request |
General | Emergency Change Request (Agent) | Change Request | Create an Emergency Change Request | Reason Code = Emergency Agent | Groups = Administration | Default Change Request |
General | Normal Change Request (Agent) | Change Request | Create a Normal Change Request | Reason Code = Normal Agent Change Type = Normal | Groups = Administration | Default Change Request |
General | Proactive Problem (Agent) | Problem | Reports a problem, and assigns it to the reporter | Reason Code = Proactive-Problem Symptom Details = For a Proactive Problem, create a description, and assign a class. Replace these details with a detailed description of the problem. | Groups = Administration | Default Problem |
General | Problem Report (Agent) | Problem | Assigns tickets to problem management group for review | Description = Enter a description of the problem. | Groups = Administration Roles = Problem Manager and Service Owner | Default Problem |
General | Report an Outage | Incident | Report a service outage to the service desk - Self Service and Incident Management | Source = Web | Groups = Administration Roles = Incident Manager, Default Self Service, and Service Owner | Default Incident |
General | Report Known Error (Agent) | Problem | Template for direct creation of a Known Error | Symptom Details = For a Known, create a description, and assign a class, cause, and Resolution. Replace these details with a detailed description of the problem. | Groups = Administration Roles = Problem Manager and Service Owner | Default Problem |
General | Standard Change Request (Agent) | Change Request | Create a Standard Change Request | Reason Code = Standard Agent | Groups = Administration Roles = Change Manager, Change Approver, Change Management, and Service Owner | Default Change Request |
IT Service | Provision Web Server (Sample) | Change Request | SLA 24 Business Hours | Categorization = Provision»Server»Web | Groups = Public and Administration Roles = Default Self Service and Service Owner | Default Change Request |
IT Services | Create Email groups | Service Request | This catalog item can be used for creating requests for configuration of a new distribution lists (DL), distribution groups(DGs), security groups (SGs). | Affected Service = Email Service | Groups = Administration Roles = Service Owner | |
IT Services | Create New Email Account | Service Request | This catalog item is used for provisioning a new email box i.e., creating a new email account for new users. | Affected Service = Email Service | Groups = Administration Roles = Service Owner | |
Human Resources | Create User Account | Service Request | This catalog item can be used to provision login account for new employees. | Affected Service = Employee Provisioning | Groups = Administration Roles = Service Owner | |
IT Services | Increase Mail Box Size | Service Request | This catalog item is used to cater to requests for increasing mail box size. | Affected Service = Email Service | Groups = Administration Roles = Service Owner | |
Employee Services | Provision New Asset | Service Request | This catalog item can be used to provision an asset for the new employee as part of employee on-boarding | Affected Service = Employee Provisioning | Groups = Administration Roles = Service Owner | |
Release Management | Release Deployment Change Request | Change Request | Request to Build, Test and Deploy/ Implement with Inputs for Automation. | Categorization = Devops»Release Automation | Groups = Administration Roles = Problem Manager, Change Manager, Incident Manager, Default Self Service, and Service Owner | |
IT Services | Report Email Issues | Service Request | This catalog item can be used to report all email related Issues (For example, Recover mail box, sync issues, connectivity issues, offline usage) | Affected Service = Email Service | Groups = Administration Roles = Service Owner | |
IT Services | Report Email related Incidents | Incident | This catalog item can be used to report all email service related incidents | Affected Service = Email Service | Groups = Administration Roles = Service Owner | |
General | Request Password Reset | Service Request | Request Password Reset | Assign to Group = Server Support (L2) | Groups = Public and Administration Roles = Service Owner |
You can create catalog items to populate the Service Catalog. You can create a catalog item for the following ticket types:
Follow these steps:
The Define Attributes section on the catalog item lets you specify fields on a Create Ticket form and prepopulate them with relevant information. You can set the standard ticket fields or the custom fields on the ticket. You can select a relevant field for the ticket from the drop-down list in the Define Attributes. All fields on a ticket are listed in the drop-down list. The standard fields on the ticket are listed at the top; followed by the custom fields. You can select appropriate standard fields like Status, Reason Code, Phase, Impact, Priority, Urgency, Description, and set values for these fields. The following table lists the allowed attributes that are available on the Create Ticket form.
Ticket Type | Attributes |
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Service Request | Affected Service, Assign To Individual, Assign To Group, Categorization, Cause, Description, Details, Impact, Phase, Priority, Reason Code, Requested For Email, Requested For Phone, Requested For, Requester's Email, Requester's Phone, Requester, Resolution, Source, Status, Urgency, Time Spent(Min), Worklog Type, Failed Fulfillment (Default Custom Fields for Service Request). |
Problem | Affected Service, Assign To Individual, Assign To Group, Categorization, Description, Symptom Details, Impact, Phase, Priority, Reason Code, Requested For Email, Requested For Phone, Requested For, Requester's Email, Requester's Phone, Requester, Resolution, Severity, Source, Status, Urgency, Time Spent(Min), Worklog Type, Affected Device(Default Custom Fields for Problem Ticket), Alarm Count(Default Custom Fields for Problem Ticket), Alarm ID(Default Custom Fields for Problem Ticket), Device Type(Default Custom Fields for Problem Ticket), Suppression Key(Default Custom Fields for Problem Ticket). |
Incident | Assign To Group, Categorization, Description, Symptom Details, Impact, Phase, Priority, Reason Code, Requested For Email, Requested For Phone, Requested For, Requester's Email, Requester's Phone, Requester, Resolution, Severity, Source, Status, Urgency, Time Spent (Min), Worklog Type, Affected Device (Default Custom Fields for Incident Ticket), Alarm Count (Default Custom Fields for Incident Ticket), Alarm ID(Default Custom Fields for Incident Ticket), Alarm Received (Default Custom Fields for Incident Ticket), Device Type (Default Custom Fields for Incident Ticket), Domain (Default Custom Fields for Incident Ticket), Hub (Default Custom Fields for Incident Ticket), Notes (Default Custom Fields for Incident Ticket), Probe Name (Default Custom Fields for Incident Ticket), Robot (Default Custom Fields for Incident Ticket), Suppression Key (Default Custom Fields for Incident Ticket), Time Arrival (Default Custom Fields for Incident Ticket), Time Assigned (Default Custom Fields for Incident Ticket), Time Origin (Default Custom Fields for Incident Ticket). |
Task Ticket | Affected Service, Actual End Date, Actual Start Date, Assign To Individual, Assign To Group, Categorization, Task Description, Task Relevant Detailed Info, Planned Start Date, Planned Duration, Impact, Phase, Priority, Reason Code, Requested For Email Address, Requested For Phone, Requested For, Requester's Email, Requester's Phone, Requester, Source, Task Name, Task Order, Status, Urgency, Time Spent (Min), Worklog Type, Disk (gig) (Provision Web Server for Tasks), Memory (gig) ((Provision Web Server for Tasks)), Operating System (Provision Web Server for Tasks). |
Change | Affected Service, Assign To Individual, Affected Service, Actual End Date, Actual Start Date, Assign To Individual, Assign To Group, Change Type, Business Criticality, Reason for Change, Categorization, Description, Planned Start Date, Planned Duration, Impact, Outage Type, Phase, Priority, Reason Code, Requested For Email, Requested For Phone, Requested For, Requester's Email, Requester's Phone, Requester, Risk Assessment, Source, Status, Urgency, Time Spent (Min), Worklog Type, Disk (gig) (Provision Web Server), Facilities Access (Provision New Employee), Memory (gig)(Provision Web Server), Office Location (Provision New Employee), Operating System (Provision Web Server), PC Type (Provision New Employee), Start Date (Provision New Employee). |