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.

Click to see the general principles for updating tabs.

Click to see the general principles for updating tabs.

Name: Unique ID of the current object.

Service Number: Number attributed to the service CI.

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.

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

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

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

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

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).

Manufacturer: Brand of the current object.

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

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

CI Status: Status of the current object.

Location: Location where the current object is physically stored.

Department: Department associated with the current object.

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.

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.

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.

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

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

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

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

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.  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.

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.

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.

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.

List of other equipment locally associated with the current object.

• 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.

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.

List of attributes linked to the current object.

List of capacities linked to the current object.

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

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 .

List of documents associated with the current object.

• Update: In this tab.  See the Description.

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.

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.

List of incidents associated with the current object.

• Update: In Incident forms.

List of service requests linked to the current object.

• Update: In Service Request forms.

List of change requests linked to the current object.

• Update: In Change Request forms.

List of problems associated with the current object.

• Update: In Problem forms.

List of known errors associated with the current object.

• Update: In Known Error forms.

List of actions associated with the current object.

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

List of events associated with the current object.

List of all modifications made to the form. 

• The fields taken into account are defined using rules in the history of changes.
• This is in the AM_ASSET table.

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  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.

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

List of release projects linked to the current object.

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

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

• Update: In this tab.

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.  See the examples.

How to follow a service CI in the Service Portfolio

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.

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.