Service Catalog - Service Items

 

The day-to-day IT services such as installation, relocation, internet access, email access, virus protection, provision of hardware and software, mail server and so on are configured under this section. The service items are classified and grouped under Service Categories, which are displayed in the Home page.

The Service Request form consists of a drag and drop template that should be configured in order to meet the end-user requirement. If the service involves the need of any resources, then the same can be configured under the Resource Info block. Furthermore, you can configure multiple stages of Approvals, set Service Level Agreement and assign Tasks for individual service request.

 

To configure Service Items,

  1. Click the Admin tab in the header pane to open the configuration wizard page.

  2. Click Service Catalog icon under Helpdesk block. The Service Catalog page opens listing the service categories available in the application.

  3. Click Add Service button beside a service category to add service under it. The Add Service Item form opens to display three tabs namely, Form Designer, Workflow and Requester View. By default, the form Designer is displayed.


This following are explained under this section.


 

Configuring Form Designer

To add services under a service category,

  1. Click Add Service button beside the service category. The service request for Technician View appears consisting of the Header, Service Fields and Service Preview.

  1. To add a new field in the form, drag Add New Field option in the service preview form. Place the field only in the yellow highlighted area of the form.

    1. An Add New Field pop up appears where you can select the type of field to be added in the canvas. The field can be text, numeric or Date/Time field.

    1. Specify a unique Label in the field provided. This field is mandatory. Also, enter the significance of the field in the Description text field.

    2. For Text field, select the field type from Single-line, Multi-line or Pick-list. Enable any one of the radio button.

    3. Click Ok to add the field in the canvas with the above specifications.

  1. The newly added fields are common for all the service items under a service category. Alternatively, you can also add new fields in Additional Field. From this section, you can also edit and delete the additional fields.

  2. Similarly, you can drag the Service fields onto the service preview form. If required, the fields in the service preview form can be rearranged by dragging the field and placing it over the yellow highlighted area.

  3. While raising a service request, the IT team would be well assisted if all the required information is provided in the form. But usually that may not be the case. The service request may be raised with half-filled information and may require a user to edit and provide the remaining details.

    The Editor, mostly a requester, can be configured for a service request by dragging the Editor Field onto the service preview. When this service request is raised with the Editor Field filled, the status of the request is automatically moved to On Hold. The On Hold status states that the service request is waiting for further update from the editor. Refer the topic Service Request Editor to know more about the Editor field. 

  4. While rearranging the fields, if you want to Undo/Redo a change, click the corresponding button.

  5. You can also add or select the default values to appear in the form.

  6. To customize and remove undesirable fields in the form, hover over the field, the Edit Field Properties icon   and the Remove Field icon appears.  

    1. Click Edit Field Properties icon .  A drop down containing the following options appears,

 

 

  NOTE

 

1. If the Item field is marked as mandatory then the corresponding Category and Sub category will be automatically marked as mandatory.

Similarly, if the Impact details are marked as mandatory then the Impact field will also be marked as mandatory.  

2. The fields such as Requester Details, Subject and Site do not have Edit Field Properties icon and hence these fields can only be re-arranged.

3. Fields such as Status, Description, Requester Details, Site and Subject do not have Remove Field icon.

  1. Save the service before proceeding to the Resources block.

 

Configuring Resource Information

If the service involves any resources then you can mention them under the Resource Info block. The process of adding resources involves a series of questions, and the resources can be displayed in either of the following formats - check box, drop down, plain text or with simple yes/no.

Take the case of a new employee joining your organization. The resources provided to the new employee would be, providing a desktop/laptop, installing the necessary software, provision of any additional hardware resource, communication device, entry into application logins like Active Directory, VPN, Email, Payroll, CRM and so on. These resources are entered under Resource Info block of the service request.

To add resources,      

  1. Click Add Resource button in the Resource Info block.

  2. In the Add Resource pop up, specify the Resource Title and a brief Description on the purpose for adding this resource. The Resource Title is a mandatory field.

  3. Next, you can either choose to select the question from the existing question list or create a new question.

    Selecting from existing question list:


    To select a question from the existing question list, use the Select your question drop down.

Select a question from the list, say "Choose the additional hardware required". The question is displayed along with an edit and delete icon. If you wish to add another additional hardware to the list, click on the edit icon .  Enter your option and add it to the existing list as shown below. Click Ok to save the question.
 

 

Adding New Question:

If your desired question is not in the existing question list, then you can add a new question by clicking New Question button. Enter your Question and select the question format from the options provided. The question can be displayed either in a simple yes or no format, drop down, check box or as a plain text.

If you have selected the Question Type as check box or drop down, then the Add Options appears, listing all the product types configured in the application. Selecting a product type lists all the products (configured in the application) under that product type.

For instance, if the selected product type is "Software", then all the managed software available in the application is listed. If the selected product type is "Workstation", then the workstations configured and scanned in the application are listed.
 

 

Select the assets/software to be displayed in the question by clicking >> (move right) button as shown in the image. Click Ok to save the question.

 

Manual addition of Resources:

Apart from resources in the application, you can manually add resources that are not configured in the application. To add resources manually in the application, select Add manually from Add options drop-down. Enter the resource in the text field as shown in the image.    

 

In this case the resource is "HP Pavilion" and click Add >> to make the resource available in the question. Click Ok to save the question. To add another question, click New Question and follow the process as above.

  1. Click Save to save the resource information. The questions are displayed in the Resource Info block of the service preview form from where you can also edit or delete the added resources.

 

Show to Requester

To make the service request accessible in the requester's login, select Show to Requesters check box. If User Groups are configured in the application, then you can select specific user groups to whom the service request should be made available too. Selecting the user groups makes a clear indication of the end users who can subscribe to the services.

Say for instance, if a service request should be shown to the requesters in the Sales department, then, configure the user group by selecting the "Department" as "Sales" under Admin -> User Management -> User Groups. Once the user group is configured, enable "Show to Requester" check box in the service item form and select the user group as "Sales User Group". To know more on configuring user groups, refer User Groups.
 

 

Click Save to save the details. Click Save and Configure Workflow button, to configure the service request workflow.

 

Work Flow

The Work Flow tab consists of options to select the approvers, map Service Level Agreement and assign Tasks for individual service requests.

Approver Details

Certain service request raised in the application requires approvals from the concerned users to go ahead with the request. The approvers can be technicians or requesters with the permission to Approve Service Requests, and should possess an email address in the application. You can configure up to 5 stages of approvals for a service request. Each stage may possess one or more approvers.

Select the Approvers for the service request using the icon . The approver(s) can also be the department head to which the requester belongs provided the approver has the permission to approve service requests.

On selecting the approver, the appropriate notifications have to be selected.

NOTE: If you have selected more than one approver in a stage, then all the approvers in that stage should approve the request.

SLA

Each service request created in the application is assigned with a specific SLA to set the due by date. Select the SLA for the service request from the drop down. You can also add new SLAs using Add New SLA link.   

 

Adding Tasks to Service Requests

You can add tasks to a service request if the request involves multiple technician work.

To add Tasks to service requests,

  1. Click the Tasks tab -> click Add Task button from the tasks list view page.

  2. In the Add Task form, specify the Title of the task. The Title is a mandatory field.

  3. Specify relevant information about the tasks in the Description field.

  4. Select the Group to which task has to be assigned. Select the Technician of the task from the combo box. Tasks can be assigned either:

  1. If there are multiple tasks for a service request, the implementation of one task may be dependent on the completion of another. In this case, the dependencies on tasks can be captured by clicking on the relevant tasks under Task Dependency block.

  2. Select the Status of the task from the drop down.

  3. Specify any relevant comment about the task in the Comments field.

  4. Click Save to save the details. Click Save and Add New, to save the details and open another Add Task form. Click Cancel to go back to the tasks list view.

You can also organize tasks from the list view to suit your desired priority. Click Organize Tasks button and change the order of the tasks using the up and down buttons.

The tasks for a service request are automatically created and assigned to the configured technician each time the service request is raised.

 

Template Action

If the service request involves installing/uninstalling software or executing scripts, then the same can be performed from the centralized server through Desktop Central Integration. The Desktop Central activities are performed with the aid of a Desktop Central Agent that should be installed in the Windows workstation.  

To avail this functionality, configure the Server Name and Port number of the Desktop Central server in SDP application. Since all service requests do not require Desktop Central operations, this activity is limited by providing a Template Action check box in each service item form. This functionality is attainable only when Desktop Central 7.0 and above is integrated with SDP. Refer Desktop Central Integration to know more.  
 

Click Save to save the details. Click Save and Configure Requester button, to configure service request form for requesters.

 

Requester View

The "Requester View" tab is available in the service form only if the requesters have permission to view the service request. Click the Requester View tab to view the requester preview of the service request.

The service form is similar to the technician preview except,

You can drag the available service fields onto the service preview form. Place the field only in the yellow highlighted area of the form. You can also rearrange the existing fields in a similar manner. In addition, you can also set default values for the fields to appear while raising the service request.

 

Click Save to save the configured details. Click Cancel to exit the form.

 

Disabling/Enabling Services

By default, a newly added service is enabled in the list view. To disable a service,

  1. Click the icon beside the service category to list the services under them.

  2. Hover over the service to disable. Click disable service icon . The service is grayed and will not be listed along with the existing services in the home page.

To enable a service.

  1. Click the icon beside the service category to list the services under them.

  2. Hover over the service to enable. Click enable service icon . The service is enabled and is listed along with the existing services in the home page.

 

Editing Services

To edit a service under a service category,

  1. Click the icon beside the service category to list the services under them.

  2. Hover over the service item to edit. Click the edit icon . The service form for a technician opens where you can add new fields, rearrange the existing fields and edit the default values.

  3. Click Save to save the configurations. Similarly, you can edit all the remaining tabs from the service catalog page.

    Click Save and Configure Requester button, to configure service request form for requesters. To add tasks, click Save and Add Tasks.

Deleting Services

To delete services under a service category,

  1. Click the icon beside the service category to list the services under them.

  2. Hover over the service item to delete. Click the delete icon . A confirmation dialog appears.

  3. Click OK to proceed. The service item is deleted from the list.

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