CSM
provides several default Service Catalog Templates (SCTs) or you can create
your own to meet the needs of your organization. The SCT form allows users to
view, create, track, and manage SCTs.
The Incident categorization (and ability to complete the Task within
the specified Service Level Agreement [SLA]) determines which Service Catalog
Templates are available. For example, if a technician has a Service Request for
a new employee, only SCTs appropriate for new employees are displayed.
You can also limit which Service Catalog Templates appear based on the
anticipated SLA timeframes. If an employee needs a new printer and there are
two SCTs that apply, but one of them doesn't allow the technician to meet the
SLA in time, the only Service Catalog Template displayed is the one that meets
the criteria. In addition, if there is an SCT that can't be fulfilled in time,
display that information to the technician so they have the option to choose
that Service Catalog Template anyway.
To create a Service Catalog Template:
- On the
CSM Desktop Client
or the
CSM Browser Client
toolbar, select
.
A new SCT record is created with a unique ID and a status
of New.
- Provide a title and portal title (example: New Employee Setup).
The portal title autopopulates based on the
Title field. You can provide a different title
for the Portal (Service Catalog page), if necessary.
- Provide a description and portal description (example: Create all
necessary items for a new employee setup). The portal description autopopulates
based on the
Description field. You can provide a different
description for the Portal (Service Catalog page), if
necessary.
To format the text or embed an image, select the
Zoom button
.
- Select a service classification that matches the service,
category, and subcategory. This setting determines when the Service Catalog
Template can be run. The classification in the Incident must match the SCT
classification before you can activate the Service Catalog Template.
An abbreviated read-only Service form displays in the form
arrangement.
- (Optional) The critical path time units autopopulate based on
attached SLAs, Work Units (WUs), and dependencies. This is one way to organize
the SCT.
The critical path creates a cumulative process completion time
based on all attached SLAs, WUs, and dependencies. Service Catalog Templates
can be linked to WUs and Incidents from within the SCT form, a Work Unit form,
or an Incident form.
- (Optional) Select a category (example: HR Process) and choose a
timeframe from the Business Hours Manager (the business hours that apply to the
process).
The category allows users to filter Service Catalog Templates for
saved searches and reports.
- In the Default form, select the
Select Owner link to assign a business owner,
and assign an IT process owner (if different from the creator) by selecting one
of the ownership links:
- Creator's name (example: Henri Bryce):
Select this link to select a user owner.
- Creator's Team (example: 3rd Level
Support): Select this link to first select a team owner, and then select the
owner.
After providing the details of the SCT, select the
WUs that make up the Service Catalog Template.
- To add Work Units to the SCT, select the
Add a Work Unit link.
The
Work Unit Selector window opens displaying
available WUs.
- Select a Work Unit from the grid. Linked WUs appear in the
Work Unit
tab of the form arrangement as they are added to the
Service Catalog Template. To view the detailed Work Unit form, select the
Jump button
in the form
arrangement toolbar. The WUs populate the
Work Unit Order tab where they are
organized by the system.
As Work Units are added, dependencies can also be added to
dictate the order in which the WUs are completed. Work Units with dependencies
are easily viewed in the
Work Unit Order tab. For example, before
the PC can get an Asset Tag, the laptop must first be acquired.
- (Optional) Manage WUs in the
Work Unit Functions section by selecting
any of the following links. These won't appear in the SCT unless it has Work
Units or dependencies linked to it.
- Visualize the Service Catalog
Template: Displays a visual workflow diagram of the Service Catalog
Template. This link is only available after the SCT is activated.
- Add a Work Unit: Adds additional
Work Units to the SCT.
- Delete a Work Unit: Removes an
existing WU from the Service Catalog Template. This does not delete the Work
Unit from the system, only from the SCT.
- Reorder the Work Units: Changes the
order of the WUs. This link is only available when there are two or more Wrok
Units.
- Update Completion Times:
Automatically syncs supplier agreements with WUs and updates the critical path
time.
- Add a Dependency: Adds a dependency
to a Work Unit; so when the SCT is run, one Task will be dependent upon another
Task. The WU that is depended upon must be completed before the dependent Work
Unit can be completed. This link is only available when there are two or more
WUs.
- Remove a Dependency: Removes a
previously created dependency.
- Add a Note to Work Unit: Provides
additional information related to the Work Unit. When the WU becomes a Task,
the defined note displays in the
Description field on the Task. This
note appears only in the Service Catalog Template.
- Remove a Note from Work Unit Task:
Remove an existing note from the Work Unit Task.
- Select the
Next: Active link in the Default form to
activate the SCT.
The status changes to Active and the Service Catalog
Template is available to customers from the
Select Available SCT link in the
Actions list. When an SCT is selected, a
Service Request is created and the associated WUs transform into Tasks, which
are required to close the Service Request.
An SCT can only activate once per
Incident. When a Service Catalog Template is activated, it creates Tasks based
on the Work Units; one Task per WU. After the Tasks have been created, there is
no further connection between the SCT/Work Unit and the Incident.
To retire the Service Catalog Template, select the
Next: Retired link in the Default form.