Service catalog provide a customer-facing view of available service and product offerings provided by departments within the organisation. This allows organisations to promote these offerings in a structured and easily navigable way, and encourages customers to access catalogs to serve their own needs.
A well-defined and managed service catalog provides:
- A self-service opportunity for customers.
- A single portal to present all service and product offerings.
- A standardized approach to request fulfilment.
- Management of customer expectations.
The aim of service catalog management is to ensure the accuracy and availability of the items provided within the catalogs.
The Service Catalog application allows you to define and manage all aspects of your service catalogs, including the ability to define the available catalog items, define specific request fulfilment workflows, and create customizable catalog portal pages.
CREATING SERVICE CATALOG
Administrators, catalog administrators and users with the catalog_admin role can use the Service Catalog application to define service catalog content and layout.
Administrators and catalog administrators can define and manage multiple service catalogs.
A typical service catalog setup process involves the following steps.
- Assign roles to those users who are working with the service catalog.
- Customize the service catalog homepage to meet your requirements.
- Define content to provide in the service catalog:
- Catalog items: the goods and services available within the catalog.
- Categories: the groups of items displayed on the catalog home page.
- Variables: the options available for tailoring a catalog item to meet specific needs.
Administrators and catalog administrators can further extend the service catalog to provide more powerful features, using specialised catalog items, configuration options, and scripting functions. For example, administrators can customize the checkout process used when ordering catalog items.
MENU & MODULES
- Catalogs: Define and enable a homepage for multiple catalogs.
- Catalog: Access the service catalog portal page to view and request items.
- Open Records: View open Requests, Items, or Tasks.
- Catalog Definition
- Maintain Catalogs: Create and edit catalogs.
- Maintain Categories: Create and edit categories and subcategories within a catalog.
- Renderers: Define how catalogs and categories are displayed.
- Maintain Dynamic Categories: Create and edit dynamic categories to display commonly-requested items.
- Maintain Items: Create and edit catalog items, the actual goods or services available to order from a catalog.
- Content Items: Create and edit information-based catalog items such as knowledge articles.
- Ordered Item Links: Create and edit link on the ordered item screen, such as a link to a standard terms and conditions page.
- Order Guides: Create and edit standard groups of related items, allowing end users to easily order these items in one request. For example, define a New Hire Equipment order guide.
- Record Producers: Enable records to be created directly from the service catalog. For example, allow customers to raise incidents from the service catalog.
- User Criteria: Create user criteria to manage access controls for items and categories.
- Maintain Cart Layouts: Manage configurable cart layouts to define layouts and functions for your cart without scripting.
- Catalog Policy
- Scriptable Order Guide Failures: view a list of failures when invoking an order guide using script. For example, if the order guide called does not exist.
- Properties: Define general behavior and usage for a service catalog. For example, configure search behavior and results.
- Execution Plans: Define how a catalog item is procured, configured, and installed (a less-used alternative to workflows).
- Fulfillment Groups: Define groups to perform the work involved in request fulfillment.
- Catalog Client Scripts: Define dynamic effects and validation to items or variable sets.
- Catalog UI Policies: Define the appearance and behaviour of fields. For example, make it mandatory for anyone with the title IT Technician to add a mobile phone number when ordering business cards.
- Overview: View a homepage showing reports about open requests for catalog items.
- Catalog Variables
- All Variables: View and edit all service catalog variables.
- Item Variables: View and edit only the variables that are associated to a catalog item.
- Plan Variables: View and edit variables used with execution plans.
- Variable Sets: View and edit groups of variables that can be shared as sets between catalog items.
- Mobile Admin
- Mobile Layout: Configure the service catalog smartphone layout.
CREATING ORDER GUIDES
Order guides allow customers to make a single service catalog request that generates several items.
Order guides determine which catalog items to order by evaluating order guide rule conditions. Information the customer enters within the order guide can be passed as cascading variables to the ordered items, allowing common information to be reused across multiple items.Administrators and catalog administrators can create order guides for the service catalog.Order guides can be run automatically, generating a set of ordered items without needing to manually submit a service catalog request.
HOW TO CREATE ORDER GUIDE
STEP 1: Navigate to Service Catalog > Catalog Definition > Order Guides.
STEP 2: Click New.
STEP 3: Fill in the fields, as appropriate (see table).
STEP 4:Right-click the form header and click Save.
STEP 5:In the Rule base related list, define the rules that determine which items are included in an order.
STEP 6: [Optional] In the Variables related list, define any variables required.