About Service Catalog Templates

A Service Catalog Template (SCT) automates many processes and allows repetitive steps to be reused so you don't have to create new steps. A Work Unit (WU) is a small amount of work done by a single team or individual. An SCT is a collection of work units that work together.

When you must perform a series of tasks to complete an Incident or Service Request, the steps may be similar, but vary depending on the end goal. Use Service Catalog Templates instead of writing several One-Step™ Actions to create the tasks. SCTs and Work Units can accomplish the work quickly and save time.

For example, the following steps for receiving a new printer and receiving a new laptop are similar.

To receive a new printer:

  1. Unbox and label.
  2. Test the unit.
  3. Place in storage for later use.

To receive a new laptop:

  1. Unbox and label.
  2. Test the unit.
  3. Load default software package.
  4. Place in storage for later use.

Each of the steps above can be considered a Work Unit, so you can organize the WUs with two Service Catalog Templates: Receive New Printer and Receive New Laptop.

Receive New Printer

Work Units
Unbox and label
Test the unit
Place in storage for later use

Receive New Laptop

Work Units
Unbox and label
Test the unit
Load default software package
Place in storage for later use

For additional examples, see Service Catalog Template Examples.

Good to Know

  • Search for one or more Service Catalog Templates that meet a specific criteria by running a quick search or search group.
  • By default, SCT uses the Incident Service subcategory structure. Navigate to category options by selecting Tools > Table Management > Type > Incident Category.
  • CSM implements several Actions and One-Step Actions to make creating Service Catalog Templates more efficient.

    A full list of One-Step Actions is beyond the scope of this document. Export a schema document from CSM Administrator (Create a Blueprint > Tools > Export Schema) to view a full list of One-Step Actions associated with a particular type of Business Object (example: Major).

  • Secure SCT records by controlling who can view, create, and edit records.

Service Catalog Templates can be used to support Multi-Sourcing Service Integration (MSI) and Service Integration and Management (SIAM). See The Relationship between CSM and Multi-Sourcing Service Integration and Service Integration and Management.