ITIL Service Catalog
One view to see services
Define who needs what
Services sometimes cater the needs of all users or some specific user groups. ServiceDesk Plus allows you to group the users based on the job title, department or even sites and allocate what they need. Enabling this gives the user a refined view of the catalog with only services that best suit their needs.
Work Flow management
Configure approvals to define the right process and to make sure that the request fits into the budget. The newly enhanced multi-level approval stages helps in configuring the service request for multiple approvers. Display Approvals tab in the ‘Requests module’ for Requesters which helps in notifying the status of the service request.
Assign the technicians automatically through round robin and load balancing methods soon after the service request is approved.
Define different tasks for each service and configure their dependencies to get completed in a sequential manner. The ability to select a requester to edit the request and fill in the needed information in Service request is supported.
Service Level Agreements:
Define Service Level Agreements for each service to ensure that the service is delivered as agreed upon time. The Service Catalog can be customized to organizations needs by configuring them to display ‘agreed upon time’ even before creating the service request. *Additional changes made for the new release.