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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.

How You Manage Catalog Items

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:

View available catalog items using filters to manage list.

Create new catalog items specifying template name and associated with ticket type.

Modify or update existing catalog item to change the set fields or values associated with the template.

Define routing rules for the catalog item, and specify whether this should override other auto-routes.

Identify Attributes Values to be automatically available when the catalog item is accessed.

Add an image to the catalog item.

Manage (grant or revoke) permissions to access the catalog item to contacts, support groups, and roles.
Export a single catalog item or multiple catalog items

Here are a few of the benefits of using a service catalog:

The effort that is required to log the request is simplified because you can prepopulate all of the essential fields the catalog item.

The request formation is standardized and ensures that all essential information is captured before ticket submission.

The ticket handling process is expedited.

Prerequisites for Creating Catalog Items

Before you create catalog items, verify that the following prerequisites are in place:

To assign permissions, verify that the roles, support groups, and contacts are configured.

To assign automatic workflow actions, verify that the workflow actions are configured.

To set the value of a custom field through the catalog item, verify that the custom fields are configured.

Considerations for Using Catalog Items

Administrators should consider the following points for using catalog items:

You can relate a catalog item to one ticket type.

The users can access only those catalog items for which they are authorized.

You can configure a catalog item to perform the following actions:
- Override an auto route.
- Automatically assign a workflow action when a task ticket is created.
- Automatically assign values to selected ticket fields.
Categories are used to filter the list of templates available in the Service Catalog workspace for analysts and end users.

You can modify existing templates by adding or removing Set Fields on the template or by deleting the template. You can also create a new catalog item using the Service Catalog Configuration form.

When you modify an existing catalog item, the changes apply to all new transactions using the catalog item. Older records, however, remain unchanged.
You can delete catalog items only when the catalog item has no dependent data.

Export Catalog Items

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 :

Navigate to Manage> ADMINISTRATION> Tools> Service Catalog Configuration.
Select the required catalog items you wish to export.
Click on Bulk actions and choose either "Export All" or "Export Selected".Click on "Export All" to export all the available Service catalogs.
An XML file gets generated and downloaded. All the entities related to the selected catalogs such as users, groups, role, custom fields, organization, communication template, etc. are also available in the XML file.

The XML file downloaded can now be imported to the target environment.

Import Catalog Items

To import a service catalog in the target tenant, follow the below steps:

Navigate to Manage> ADMINISTRATION> Tools> Bulk Process Data.
In the Step 1: Process file, Browse the XML file to be imported and click on the Upload button.
You can now, move to Step 5: Process Execution tab to check the upload status and logs for any errors.

Both Export and Import functionality can be carried out only by the Tenant Administrators.
Inactive catalogs cannot be exported.
While Importing catalogs,
- The process always creates a new service catalog.
- If a catalog already exists with the same name, then it is inactivated, and a new catalog is created.

Predefined Catalog Items

The following predefined catalog items are supported in Intelligent Service Management:

Service Type	Catalog Name	Ticket Type	Description	Attributes	Permissions	Default Workflow Name
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. Categorization = Provision»Employee Description = New employee provisioning request Affected Service = Employee Provisioning	Groups = Administration Roles = Change Management, Default Self Service, and Service Owner	Default Service Request Management Process Flow
General	Create Break-Fix Change Request (Agent)	Change Request	Create a Break Fix Change Request	Reason Code = Break Fix Agent Change Type = Break-Fix	Groups = Administration Roles = Change Manager, Change Approver, Change Management, and Service Owner	Default Change Request Management Process Flow
General	Emergency Change Request (Agent)	Change Request	Create an Emergency Change Request	Reason Code = Emergency Agent Change Type = Emergency	Groups = Administration Roles = Change Manager, Change Approver, Change Management, and Service Owner	Default Change Request Management Process Flow
General	Normal Change Request (Agent)	Change Request	Create a Normal Change Request	Reason Code = Normal Agent Change Type = Normal	Groups = Administration Roles = Change Manager, Change Approver, Change Management, and Service Owner	Default Change Request Management Process Flow
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 Roles = Problem Manager and Service Owner	Default Problem Management Process Flow
General	Problem Report (Agent)	Problem	Assigns tickets to problem management group for review	Description = Enter a description of the problem. Symptom Details = Enter details of the problem. Reason Code = Problem-Report	Groups = Administration Roles = Problem Manager and Service Owner	Default Problem Management Process Flow
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 Management Process Flow
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. Reason Code = Known-Error Status = New	Groups = Administration Roles = Problem Manager and Service Owner	Default Problem Management Process Flow
General	Standard Change Request (Agent)	Change Request	Create a Standard Change Request	Reason Code = Standard Agent Change Type = Standard	Groups = Administration Roles = Change Manager, Change Approver, Change Management, and Service Owner	Default Change Request Management Process Flow
IT Service	Provision Web Server (Sample)	Change Request	SLA 24 Business Hours	Categorization = Provision»Server»Web Assign To Group = Server Support (L2) Status = Queued Phase = Raise Change Reason Code = New Change Description = Provisioning request for new web server Reason for Change = New web server request	Groups = Public and Administration Roles = Default Self Service and Service Owner	Default Change Request Management Process Flow
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 Change Type = Normal Description = Normal Change Request for Release Deployment	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) Details = Request Password Reset for: Employee Name: Employee ID: Description = Request Password Reset Status = New	Groups = Public and Administration Roles = Service Owner

Create Catalog Items

You can create catalog items to populate the Service Catalog. You can create a catalog item for the following ticket types:

Service Request
Incident
Problem
Change Request
Task Ticket

Follow these steps:

Log in to the application as an Administrator or Service Owner.
Navigate to Manage> ADMINISTRATION> Tools, and from the list of Tools click Service Catalog Configuration.
A list of active catalog item displays in the list. You can modify an existing catalog item or can configure a new catalog item.
Click New Catalog.
The Quick Wizard to create a new catalog item displays.
Specify the Basic Properties for the service:
1. Click Browse to add an image to the catalog item.
2. Specify the Catalog Name.
3. Describe Your Catalog.
4. Select the Ticket Type. You can create catalog items for Service Requests, Incidents, Problems, Change Requests, and Task Tickets.
5. Select the Catalog Category. The catalog categories appear on the Service Catalog workspace and allow you to filter the catalog items that are based on a specific category.
  The following categories are available:
  - General
  - Employee Services
  - IT Services
    Note: You can also create a new category. The new category is available under Service Catalog workspace.
6. Click Proceed To Next Step.
Define the Ticket Attribute, assign default values to the ticket attributes. The Define Attributes Section on the ticket template lets you select fields on a ticket form and prepopulate it with relevant information. You can set either the standard ticket fields or custom fields on the ticket.
Note: For information about the attributes that correspond with each ticket type, see Define the Attributes.
Click Save & Proceed To Next Step.
Provide the user permission in Viewers section. The viewers field governs who can use this catalog to create the ticket. You can provide permissions to:
- Users: For example, Analysts, Administrators.
- Groups: For example, the incident management support group
- Roles: For example, KB Analysts
  Note: Only the administrator has the permission to provide or revoke these permissions.
Click Proceed To Next Step.
Attach a Process, select a process that you want to attach to this catalog item. You can also create a new process to attach to this catalog item. You can attach only one Process to a catalog item.
Note: While attaching a process that is already defined and published ensure that the process matches the ticket type of the catalog Item. For more information, see Design a Process Workflow.
Click Save & Exit.

Define the Attributes

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
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).

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