Service Request Catalog


Definition

The service request catalog contains the list of the configuration items (CIs) with Service type provided by an organization to its employees.

EndDefinition

It is built using a tree structure of categories where only selectable categories can be used to create a service request.

Each catalog entry is used to identify:

  • Contractual deadlines for the availability of the service, through an SLA.
  • The service process, through a workflow.
  • The persons and groups in charge of the type of service.
  • Application perimeters defining possible access restrictions depending on the user's department / location, and possible overrides depending on the location of the recipient.
  • The priority assigned to the type of service, via the impact level and the urgency level.
  • The list of options that can be proposed for the service.
  • The contents in terms of equipment, software and consumables to be supplied with the service.

Example

  • The catalog consists of different types of services. The Equipment entry is made up of several sublevels.
             Service request catalog - Example.png
     
  • When a new service request is created:
    • (1) identifies a non-selectable service, that contains other sublevels.
    • Caddy icon.png (2) is used to add the service to the request.

Notes

  • You can modify the parent category once the catalog entry has been created using the Reorganize wizard.
  • Modifications made to the parent category will be inherited by the associated lower-level catalog entries, except if they contain specific information.
  • You can update the catalog using integration models based on the Service Catalog connector. Three versions of the connector are available.

Best Practice big icon.pngBest practice

  • You should make only the last level in the catalog selectable (services requested by users), not the intermediate or root levels.
  • To enter a request quickly in the quick call, you should specify the code of each selectable category.
  • Each catalog entry with a parent will automatically inherit the parent's information, such as its workflow or SLA. You should only enter information specific to the category.

Screen description

Catalog User view when a request is created
Service request catalog.png Service request catalog - User view.png

Menu access: Operation > Catalogs > Service Request Catalog

Description

Description: Description of the catalog entry called Category for actions in workflow steps.

Code

Code: Alphanumeric code used to select the catalog entry quickly during manual data entry. In this case, the description is automatically displayed.

  • The code must be unique in the catalog.
Manager

Manager: Name of the manager of the catalog entry. 

  • To use the value in this field in a workflow step, use the system role called @Catalog Manager.
  • You can define overrides depending on the user's location in the Application Perimeter - Locations tab.
ThumbnailPicturePath

Thumbnail Picture Path: Image of the catalog entry. Click [ CHANGE ] to select it.

GroupInCharge

Group in Charge: Name of the group in charge of the catalog entry. 

  • To use the value in this field in a workflow step, use the system role called @Catalog Group.
CannotBeRequested

Cannot Be Requested: When an object associated with a category is created, this indicates if the catalog entry can be selected from the list of categories available (box is checked) or not (box is not checked).

Best Practice icon.png  You should make only the last level in the catalog selectable, not the intermediate or root levels.

RequestAssetTag

Request Asset Tag: In the wizard for creating an object associated with the current catalog entry, this indicates if the Additional Information step will display equipment input fields (box is checked) or not (box is not checked).
         Request asset tag information.png

  • By default, the fields are not displayed.
  • This step is used to indicate the equipment concerned by the service when the request is created. You can also add it subsequently to the request in the Equipment tab.

         Example documentation icon EN.png  Type of service requested: Installation of a memory card

==>  When creating the request associated with this catalog entry, you can use the creation wizard to define the workstation where the memory card should be installed.

Impact

Impact: When an object associated with the catalog entry is created, this is the default impact level used to calculate the priority level assigned to the object.

  • Priority = Impact + Urgency - 1
DefaultUrgency

Default Urgency: When an object associated with the catalog entry is created, this is the default urgency level used to calculate the priority level assigned to the object.

  • Priority = Impact + Urgency - 1
  • When the recipient is associated with a VIP level  or when the equipment is associated with a critical level (indicated by Red star.png in forms), the urgency level and the priority level will automatically be decremented by one.
SLA

SLA: Name of the SLA applicable to objects associated with the catalog entry, used to calculate the target resolution date.

  • By default, the SLA is inherited from the parent category.
Workflow

Workflow: Standard workflow applied when the object associated with the catalog entry cannot be solved during its creation in the quick call and requires a transfer.

  • By default, the workflow is inherited from the higher-level catalog entry.
EndOfAnnouncement

End of Announcement: Date after which the catalog entry will no longer be highlighted. 

  • The New filter enables users to filter entries whose end of announcement date is specified but not yet exceeded.
StartEndValidity

Start of Validity/End of Validity: Validity period of the catalog entry.

  • When the end date is reached, the catalog entry will automatically be archived and will no longer be proposed.
  • You can define overrides depending on the user's location in the Application Perimeter - Locations tab.

Best Practice icon.png  Enter a start date greater than the current date to prepare the implementation of a new catalog entry. Once you have specified all elements, make the catalog entry visible by entering a date less than or equal to the current date. You can also delete the date.

CIRequired

CI Required: When an object associated with the catalog entry is created, this indicates if the CI is mandatory (box is checked) or not (box is not checked).

ServiceForMoves

Service For Moves: When an object associated with the catalog entry is created, this indicates if the moving of the equipment should be planned (box is checked) or not (box is not checked).

  • This field is specified for information purposes only. No specific processing is associated and the information is not displayed when an object associated with the catalog entry is created.
MainCatalog

Main Catalog: Name of the main catalog associated with the catalog entry.

MaximumQuantity

Maximum Quantity: When an object associated with the catalog entry is created, this indicates if the maximum quantity can be requested. 

  • By default, the quantity requested is 1. When a quantity is specified, the requested quantity must be entered and an error message will appear if it exceeds the maximum quantity.
PackageName

Package Name: Software distribution package required for the processing of objects associated with the catalog entry.

  • This field is specified for information purposes only. No specific processing is associated and the information is not displayed when an object associated with the catalog entry is created.
AmountChargedBack

Amount Charged Back: Amount charged back by the IT Department for making an object associated with the catalog entry available in its standard configuration (overheads for equipment purchase, licenses, manpower, etc.). 

  • This amount does not include the monthly maintenance defined in the Monthly Rental Charged Back field or the cost of additional options. 
  • You can define overrides depending on the user's location in the Application Perimeter - Locations tab.
MonthlyRentalChargedBack

Monthly Rental Charged Back: Monthly amount charged back by the IT Department for the monthly servicing and maintenance of an object associated with the catalog entry. 

  • This amount does not include the monthly maintenance of additional options selected in the request.
  • You can define overrides depending on the user's location in the Application Perimeter - Locations tab.
Note

Note: Comments on the catalog entry. You can also add images or tables using HTML tags.

  • This field enables you to display the description of the catalog entry as seen by users on the portal.  Open url.png  See the screen

List of tabs

        Service request catalog tabs.png

OptionManagement

Option Management: List of options proposed for the current catalog entry. When you enter a request associated with this entry, you can select the option you want by ticking the box (1) (2), or by selecting one option out of a group of mutually exclusive options (3).

      Example documentation icon EN.png  Display options when entering a request associated with the "New Standard Workstation" catalog entry
         Option management example.png

  • Update: Click Add icon.png in this tab.
  • Each option corresponds to one catalog entry and must first be defined.
  • To modify an option, click Edit icon.png next to it.

   List of fields:

Option Code: Code used to identify the option. 

  • Note: If an option does not have a code, it will not be proposed when users enter a request associated with the catalog entry.
  • To display a group of mutually exclusive options where only one option can be selected (3), you should assign an identical code to each of the options.
  • To display one or more options that can be selected at the same time (1) (2), you should assign different codes to each of the options.

      Example documentation icon EN.png  

  • To propose a choice of four monitor sizes ==> assign an identical code to the four options: OP01
  • To propose secure Internet access and access to network resources ==> assign two different codes: OP02 and OP03

Default Option: When a group of mutually exclusive options is defined, this indicates if the option is proposed by default when users enter a request associated with the catalog entry (box is checked) or not (box is not checked). When a default option is defined, its radio button will be selected by default. 

  • Note: If a group of mutually exclusive options does not have a default value, then no default option is proposed when users enter a request associated with the catalog entry.

      Example documentation icon EN.png  Among the four monitor sizes, the 17" Screen option is the default one.

Charged Back Option: Used to indicate if the option can be charged back (box is checked) or not (box is not checked).

Amount Charged Back: By default, the amount is the one defined in the catalog entry corresponding to the option.

Monthly Rental Charged Back: By default, the amount is the one defined in the catalog entry corresponding to the option.

Equipment

Equipment: List of equipment to be supplied for all requests submitted in the current catalog entry.

  • Update: Click Add icon.png in this tab.
  • You can then modify the contents of the equipment for each request.
Software

Software: List of software to be supplied for all requests submitted in the current catalog entry.

  • Update: Click Add icon.png in this tab.
  • You can then modify the contents of the software for each request.
Consumables

Consumables: List of consumables to be supplied for all requests submitted in the current catalog entry.

  • Update: Click Add icon.png in this tab.
  • You can then modify the contents of the consumable for each request.
Attributes

Attributes: List of attributes related to the current catalog entry, corresponding to additional non-standard parameters.

Discussions

Discussions: List of discussions related to the current catalog entry, which users can access based on their domain and discussion visibility.

  • 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

Attachments: List of documents associated with the current catalog entry.

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png
ApplicationPerimeterLocations

Application Perimeter - Locations: List of overrides defined for the current catalog entry depending on the user's location. Conditions specific to that location, instead of the general conditions, will apply (e.g. SLA, manager, workflow, costs, etc.).

  • Update: Click Add icon.png in this tab.
  • Checkbox Available: Used to indicates if the entry catalog can be requested by a recipient belonging to the location (or lower-level locations) (box is checked) or not (box is not checked).
ApplicationPerimeterDepartments

Application Perimeter - Departments: List of overrides defined for the current catalog entry depending on the user's department.

  • Update: Click Add icon.png in this tab.
  • Only users belonging to one of the departments (or lower-level departments) can enter an object associated with the catalog entry.
HistoryOfChanges

History of Changes: List of all modifications made to the form of the current catalog entry.

  • The fields taken into account are defined using rules in the history of changes accessible in Administration > Parameters > History Management.
CI

CI: List of configuration items (CI) listed in the CMDB associated with the current catalog entry.

AuthorizedRootCauses

Authorized Root Causes: List of root causes that can be selected when entering an intervention summary for an object associated with the current catalog entry.

  • By default, all root causes defined in the reference table will be proposed when you enter the intervention summary. Complete this tab only if you want to restrict the list to specific values. If this is the case, indicate only the authorized values.

Procedure and Wizards

How to create an entry in the catalog

1. Select Operation > Catalogs > Service Request Catalog and click Add icon.png. Specify the fields in the form and click Save icon.png.

2. Complete the fields of the form then click on Save icon.png.

3. Define possible access restrictions on certain departments / locations via Application perimeters. As well, define overrides  identifying specific conditions that apply to specific locations via Application perimeter - Location tab.

4. Enter a quick call for one of the categories in the catalog

  • Check that the new request automatically inherits the information of the catalog entry.
  • Check that access restrictions and overrides defined via applications perimeters are correctly applied.

Wizards

AssignCli2GetSoftwarePackage

Assign a Click2Get software package: Used to make the software associated with the service available to users using the Click2Get module in the Self Service portal. Open url.png  See How to add a new software to the portal.

  • User Friendly Name: Software name.
  • System Name: Software name and its version, if applicable. Note: This field is used for searching if the software is present in the registry and if it has already been installed on the workstation.
  • Button label on the store: Name of the service in the Self Service portal. 
NewAttribute

New Attribute: Used to create a new attribute in the catalog entry that will automatically be added to the Attributes reference table.

Reorganize

Reorganize: Used to move the catalog entry within the tree structure. All lower-level catalog entries will also be moved.

Delete

Delete: Used to delete the catalog entry. This is possible only if it is not used in the application.

Finish

Finish: Used to archive the catalog entry to make it unavailable. All lower-level catalog entries will also be archived.

  • The End of Availability date in the form will automatically be modified to one day before the archive date.
             Example documentation icon EN.png  End of Availability date in the wizard = 4/19/2016 ==> End of Availability date in the form = 4/18/2016
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Last modified by Unknown User on 2019/05/21 19:30
Created by Administrator XWiki on 2016/09/29 15:54
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