Service Catalog

Service Catalog in ServiceDesk Plus MSP allows managed service providers to organize and offer services based on customer requirements. You can create service categories, add service templates under them, and associate templates with specific customer accounts. This allows you to control the services available to each customer.

Requesters can access the service templates available for their customer account from the self-service portal and submit service requests based on their requirements.

 

You can organize services under IT and business categories and group related service templates into service categories.

 

For example, under IT, you can create a Hardware service category and add a New Laptop Request service template. You can then associate this template with Customer A (configured with a manager approval workflow) and Customer B (configured for auto-approval). Each customer's requesters will only see the service template in their self-service portal if it has been associated with their account.

 

 

 

 

 

For each service template, you can configure fields, resource questions, customer account associations, service level agreements, support groups, workflows, approvals, and tasks to define how service requests are processed.

 

Role Required: SDAdmin

 

Configure the Service Catalog 

Configure the service catalog as follows:

• Create service categories

• Add service templates under categories

• Customize the Service Catalog layout

 

Create Service Categories  

 

Create service categories to group related services under IT or business categories.

• To configure service categories,

• Go to Admin > Service Catalog > Service Catalog.

• Click New Category.

• Enter a name and description for the new service category.

• Select or upload the required icon.

• Click Save.

 

 

• Add required service templates under the category.

• Associate the service templates with the required customer accounts to make the services available to their requesters.

You can also add service categories from Admin > Service Catalog > Service Categories.

 

Note:

• The fields available in the Service Category form are configured as attributes of the corresponding Configuration Item Type. To add, remove, or modify these fields, go to Admin > CMDB > CI Types and configure the required attributes.

• Service categories added to the Service Catalog are also listed as CIs in the Configuration Management Database (CMDB).

 

Add Service Templates Under Categories

 

Add service templates under the appropriate service categories to define the services available to your customers.

To add a service:

• Go to Admin > Service Catalog > Service Catalog.

• Hover over the required service category and click Add Service. 

 

  

• Configure the service template based on your requirements. 

• You can configure fields, resource questions, customer account associations, service level agreements, support groups, workflows, approvals, and tasks.

• Associate the service template with the required customer accounts.

• Click Save.