Service Catalog
- Examples
- Notes
- Characteristics specific to versions 2016 and earlier
- Menu access
- Description of tabs
- Alphabetical order of the tabs
- Details
- Impacting CIs
- Impacted CIs
- Installed Software
- Related Equipment
- Licenses
- Attributes
- Capacities
- Inventory Data
- Discussions
- Attachments
- Contracts
- Service Levels
- Incidents
- Service Requests
- Changes
- Problems
- Known Errors
- Actions
- Events
- History of Changes
- Users
- Roles
- Release Projects
- Catalog
- Amount Charged Back
- Procedures and Wizards
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.
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.
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
Click to see the general principles for updating tabs.
Create a new item | Delete an item or association with a related item |
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Click |
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Menu access
Service Design > Service Portfolio > Service Catalog
Description of tabs
TabUpdateRules_After2016Versions
Click to see the general principles for updating tabs.
Create a new item | Delete an item or association with a related item |
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Run the New wizard at the top of the tab |
Move the cursor over the corresponding item and click |
Alphabetical order of the tabs
QuickAccess
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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.
CMDB_CurrentVersion
Current Version: Version number of the current object in its environment configuration.
example SAP CI ==> Version 3 is used in the production environment while version 4 is used in the test environment.
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 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
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 from whom 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.
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 or 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 or 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 using discovery rules defined for software or in this tab when the software cannot be discovered, 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 Screen associated with a server
- Update: In this tab or 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 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.
Attachments
AttachmentTab
List of documents associated with the current object.
- Update: In this tab -
See the description
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 Service Level forms in the Service Design menu > 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 involving 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.
- The fields taken into account are defined using rules in the history of changes.
- This is the AM_ASSET table.
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 Alert all users of the Expense account app that the app is unavailable due to a problem on the database server
- Update: In this tab or 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 and also in Release Projects forms (All CI tab in the Service Transition menu)
Catalog
CMDB_CatalogTab
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. See the examples
Procedures and Wizards
HowToManageServicePortfolio_Procedure
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.
- 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