Create a Service Catalog Template

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:

  1. On the CSM Desktop Client or the CSM Browser Client toolbar, select New > New Service Catalog Template.
    A new SCT record is created with a unique ID and a status of New.
  2. 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.
  3. 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 Zoom Button.
  4. 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.
  5. (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.

  6. (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.
  7. 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.

    8. After providing the details of the SCT, select the WUs that make up the Service Catalog Template.

  8. To add Work Units to the SCT, select the Add a Work Unit link.
    The Work Unit Selector window opens displaying available WUs.
    1. 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.

    2. (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.
  9. 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.