Service Catalog


Definition

The Service Catalog is one of the components in the Service Portfolio that is communicated publicly to employees. It lists all configuration items (CIs) with Service type that are operational and released.

EndDefinition
  • Each service CI is associated with a single unique entry in the catalog.
  • To simplify catalog management, entries are grouped by type.
     

Each catalog entry is used to identify:

  • Contractual deadlines for the availability of the service, through an SLA agreement.
  • The service process, through workflows associated with the default categories.
  • The managers in charge of the type of service.
  • The impacting CIs and impacted CIs linked to the type of service.
  • The list of users for the type of service.

  Open url.png  See the life cycle of a service.

Examples

  • Invoicing application:
    • Test phase: The application is in the Service Pipeline.
    • Release phase: The application is made available to Accounting Department users via the catalog.
    • New invoicing software acquired: The application is archived.
  • Difference between the Service Catalog and the Service Request Catalog:
    • Users submit a request for a network printer via the Service Request Catalog.
    • The Service Catalog manages the entire service, from the print server (that is not visible to users) to acquisition of the printer.

Notes

  • You can create a service CI directly in the catalog, without creating it in the Service Pipeline. Open url.png See the procedure.
  • You can remove a service CI from the catalog at any time:
    • If you want to manage it again in the Service Pipeline, run the Move to the Service Pipeline wizard.
    • If it reaches its end of life and must no longer be made available to users, run the Archive CI wizard.
  • Services made available to users are described in the Service Request Catalog and are accessible via the Self Service portal.

Characteristics specific to versions 2016 and earlier

  • Menu access: Extended CMDB > Service Portfolio > Catalog
  • Graphical interface graphique of the form
    TabUpdateRules_2016AndPriorVersions

    Open url.png See the general principles for updating tabs.

    Create a new item Delete an item or association with a related item

    Click Add icon.png at the top of the tab

    Fundamentals - Form - New wizard.png

    Click Delete icon.png next to the row you want to delete

    Fundamentals - Form - Delete wizard.png

Menu access

Service Design > Service Portfolio > Service Catalog

Screens description

      Service catalog.png

TabUpdateRules_After2016Versions

Open url.png See the general principles for updating tabs.

Create a new item Delete an item or association with a related item

Run the New wizard at the top of the tab

Fundamentals - Form - New wizard.png

Move the cursor over the corresponding item and click Trash icon.png

Fundamentals - Form - Delete wizard.png

Alphabetical order of the tabs

QuickAccess

Details

CMDB_Name

Name: Unique ID of the current object.

CMDB_ServiceNumber

Service Number: Number attributed to the service CI.

CMDB_SLAAvailabilityTarget

SLA Availability Target: SLA availability target applicable to the current object in order to specify its maximum unavailability period. It is calculated with service hours taken into account.

Best Practice icon.png To view the calculated availability of each CI: CMDB > Availability

CMDB_CurrentVersion

Current Version: Version number of the current object in its environment configuration.

Example documentation icon EN.png  SAP CI ==> Version 3 is used in the production environment while version 4 is used in the test environment.

Best Practice icon.png To release a new version, run the Version: Update wizard.

SLA

SLA: SLA applicable to all incidents or requests related to the current object, used to calculate processing time for the IT Department.

CriticalLevel

Critical Level: Value that warns the IT Department of the sensitivity of the current object when processing incidents or requests, indicated by Red star.png displayed in the form. The higher the critical level, the higher the object's processing priority.

Type

Type: Type (full path displayed) associated with the current object.

CMDB_IntegratedDML

Integrated to the DML: Used to indicate if the CI corresponds to a software or software package managed in the Definitive Media Library (DML) (box is checked) or not (box is not checked).

Amount Charged Back: Amount charged back by the IT Department for making the current service available.

Manufacturer

Manufacturer: Brand of the current object.

CMDB_CIModel

Model: Model in the CI Catalog associated with the service CI from which certain information is inherited.

CMDB_Manager

Manager: Manager of the current object, to whom notifications will be sent.

CMDB_CIStatus

CI Status: Status of the current object.

Example documentation icon EN.png  In Production, End of Life, Ready for Deployment

Best Practice icon.png To propagate impacted CIs with this status, run the CI Status: Update wizard.

Location

Location: Location where the current object is physically stored.

Department

Department: Department associated with the current object.

CMDB_DefaultCategoryIncident

Default Category (Incident: Category of the Incident Catalog associated by default with the current object, that is automatically selected when a related incident is created.

  • You can modify the category in the quick call.
  • If the category is not modified, the workflow associated with the category in the catalog will automatically start.
CMDB_DefaultCategoryService

Default Category (Service): Name of the Service Request Catalog associated by default with the current object, that is automatically selected when a related service request is created.

  • You can modify the name in the quick call.
  • If the name is not modified, the workflow associated with the name in the catalog will automatically start.
CMDB_DefaultCategoryChanges

Default Category (Changes): Name of the Change Request Catalog associated by default with the current object, that is automatically selected when a related change request is created.

  • You can modify the name in the quick call.
  • If the name is not modified, the workflow associated with the name in the catalog will automatically start.
CMDB_NextVersion

Next Version: Number of the next CI version used to prepare the version update.

CMDB_NextManager

Next Manager: Manager in charge of the next CI version, to whom notifications will be sent.

CMDB_ScheduledChangeDate

Scheduled Change Date: Scheduled change date for the version or manager.

Note

Note: Comments on the form. You can also add images or tables in this field using HTML tags.

Financial Data

CMDB_FinancialDataTab

Data related to the charge back of the CI.

  • Supplier: Name of the supplier where the current object was purchased or leased.
  • Amount Charged Back: Details of the current object's charge back to the relevant cost centers. The share of the total amount allocated to each cost center is based on actual usage of the current object and is performed on a pro rata basis using the number of objects at each cost center. Open url.png See the examples.
  • Monthly Rental Charged Back: Monthly amount charged back by the IT Department for the monthly servicing and maintenance of the current object.
  • Scheduled Renewal: Date on which the current object should be renewed.

Impacting CIs

CMDB_ImpactingCITab

List of CIs whose unavailability will lead to the unavailability of the current CI, in cases where there is a blocking relationship.

  • You should only specify the CIs that will have a direct impact on the current CI. The CMDB Graph enables you to see all upstream impacting CIs.
  • Update: In this tab. You can also use an integration model based on the CMDB - Related Configuration Items (CI) connector.
  • To update a link, you must first delete it and then create it again.

Impacted CIs

CMDB_ImpactedCITab

List of CIs whose unavailability is due to the unavailability of the current CI.

  • You should only specify the CIs that are directly impacted by the current CI. The CMDB Graph enables you to see all downstream impacted CIs.
  • Update: In this tab. You can also use an integration model based on the CMDB - Related Configuration Items (CI) connector.
  • To update a link, you must first delete it and then create it again.

Installed Software

InstalledSoftwareTab

List of software installed on the current object.

  • Different reports are used to display the differences between the required configuration and the software actually installed on workstations.
  • Update: Use the automatic discovery tool via detection rules defined for software or in this tab when software cannot be detected, e.g. printer drivers. You can also use an integration model based on the Software connector.

Related Equipment

RelatedEquipmentTab

List of other equipment locally associated with the current object.
        Example documentation icon EN.png  Screen associated with a server.

  • Update: In this tab. You can also use an integration model based on the Relationships Equipment Equipment by Asset Tag or Relationships Equipment Equipment by Serial Number connector.

Licenses

LicenseTab

List of licenses associated with the current object.

  • Update: In this tab or run the Link to a License wizard or in License forms > Related Equipment tab. You can also use an integration model based on the Relationships Equipment Licenses connector.

Attributes

AttributeTab

List of attributes linked to the current object.

Capacities

CapacityTab

List of capacities linked to the current object.
        Example documentation icon EN.png  Disk Space, Power

Inventory Data

InventoryDataTab

List of information on the current object detected by an automatic discovery tool.

Discussions

DiscussionTab

List of discussions associated with the current object.

  • Users can access discussions based on their domain and the visibility of the discussion. Users must also belong to a group authorized to take part in discussions, i.e. in the Group form, the Discussion Enabled box must be selected.
  • Enter the keywords you want in the Search field and press < Enter >.
  • To cancel the search criteria and return to the complete list of discussions, provided you have the relevant rights, click within the box and then click Discussion - Delete icon.png.

Attachments

AttachmentTab

List of documents associated with the current object.

Contracts

CMDB_ContractTab

List of contracts associated with the current object.

  • Update: In this tab or run the Link to a Contract wizard or in Contract forms. You can also use an integration model based on the Relationships Equipment Contracts connector.

Service Levels

CMDB_ServiceLevelTab

List of service levels associated with the CI comprising all or some of the service level agreements between the IT Department and customers.

  • Update: in the Design > Service Levels forms > CI tab.

Incidents

IncidentTab

List of incidents associated with the current object.

  • Update: In Incident forms.

Service Requests

ServiceRequestTab

List of service requests linked to the current object.

  • Update: In Service Request forms.

Changes

ChangeRequestTab

List of change requests linked to the current object.

  • Update: In Change Request forms.

Problems

ProblemTab

List of problems associated with the current object.

  • Update: In Problem forms.

Known Errors

KnownErrorTab

List of known errors associated with the current object.

  • Update: In Known Error forms.

Actions

ActionTab

List of actions associated with the current object.

  • Update: In Incident/Request forms when an action linked to the current object is created.

Events

EventTab

List of events associated with the current object.

History of Changes

HistoryOfChangeTab

List of all modifications made to the form. 

Users

CMDB_UserTab

List of users associated with the CI.

  • This information is used to alert users of the current CI in the event of an incident.

    Example documentation icon EN.png You want to alert all users of the Expense Account application that the application is unavailable due to a problem on the database server.

  • Update: In this tab. You can also use an integration model based on the CMDB - CI, Employees connector.

Roles

CMDB_RoleTab

List of CI roles authorized to intervene in the workflows of incidents or requests linked to the CI.

Release Projects

ReleaseProjectTab

List of release projects linked to the current object.

  • Update: In this tab or in the Transition > Release Projects forms > All CI tab.

Catalog

CMDB_CatalogTab

List of the types of services and changes associated with the CI.

  • Update: In this tab.

Amount Charged Back

AmountChargedBackTab

Details of the current object's charge back to the relevant cost centers. The amount charged back can be broken down by cost center calculated using their sharing value coefficient. Open url.png See the examples.

Procedures and Wizards

HowToManageServicePortfolio_Procedure

How to follow a service CI in the Service Portfolio

  Service CI - Life cycle EN - Procedure steps.png

Step 1: Service CI in the design phase: Add in the Service Pipeline.

1. Select Service Design > Service Portfolio > Service Pipeline in the menu.

2. Click + New in the top banner.

3. Complete the information of the service CI.

4. Click Finish.
The CI will appear in the Service Pipeline.

5. Click Display Service Pipeline.
The CI form will be open in the Service Pipeline.

6. Add the missing information via the differents tabs of the CI form.
 

Step 2: Approved CI: Add in the Service Catalog.

1. Select Service Design > Service Portfolio > Service Pipeline in the menu.

2. Select the service.

3. Run the Manage in the CMDB wizard.

4. Select the new status.

5. Click Finish.

  • The CI is moved from the Service Pipeline to the Service Catalog.
  • The CI form will appear in the Service Catalog.

Move a service from the Service Catalog to the Service Pipeline

1. Select Service Design > Service Portfolio > Service Catalog in the menu.

2. Select the service CI.

3. Run the Move to the Service Pipeline wizard.
The CI form will appear in the Service Pipeline.

Step 3: End-of-life CI: Remove from the Service Catalog.

1. Select Service Design > Service Portfolio > Service Catalog in the menu.

2. Select the service CI.

3. Run the Archive CI wizard.

4. Specify the new status of the service CI and its discard date.

5. Click Finish.
The CI is moved from the Service Pipeline to the list of Archived Services.
 

Move an archived service to the Service Catalog

1. Select Extended CMDB > Service Portfolio > Archived Services in the menu.

2. Select the service.

3. Run the CI Back in Service wizard.
The CI form will appear in the Service Catalog.

How to create a service CI directly in the catalog

Note: The service CI will not be created in the Service Pipeline.

Move an existing CI to the catalog

1. Select Asset & Configuration > Configuration Items (CIs) in the menu.

2. Select the service.

3. Run the Manage in the Service Catalog wizard.

or

Create a new entry directly in the Service Catalog

1. Select Service Design > Service Portfolio > Service Catalog in the menu.

2. Click + New in the top banner.

3. Complete the information of the service CI.

4. Click Finish.

EndHowToManageServicePortfolio_Procedure

Wizards

Archive CI
Unlock CI
Create Unavailability
Impact Analysis
End of Unavailability
Notification for Information
New Continuity Plan
New CI Status
New Event
New Incident
New Change Request
New Service Request
Move to the Service Pipeline
Availability Simulation
CI Status: Update
Lock CI
Version: Update
Version: Prepare

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Last modified by Unknown User on 2019/05/31 20:59
Created by Administrator XWiki on 2017/09/20 11:40

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