Service Manager

Working with Fulfillment Item Packages

•About Fulfillment Packages

•Creating a Fulfillment Item Package

•Linking Organizational Units and Task Catalogs

•Working with Fulfillment Items

About Fulfillment Packages

A fulfillment item package defines a requestable item, the tasks that are performed to fulfill the item, and which organizational units are entitled to select the item. When a Service Catalog user submits a request for a fulfillment item package, fulfillment items based on the fulfillment item package are created and added to the resulting service request.

Each item can be displayed as a selectable option to a Service Catalog user. You must create a fulfillment item package for each item to display as a choice to a Service Catalog user.

A fulfillment item package can contain a combination of selectable items from task catalogs and software installation catalogs. For example, a fulfillment item package named Required Software could contain two software installation catalogs (each for the automatic installation of a different HEAT DSM-managed software package) and one task catalog for a Service Desk Analyst to manually give a user permission to access the location where the software resides. If a Service Catalog user selects Required Software in a Service Catalog request form, the tasks defined in the fulfillment item package are created upon approval of the request.

Creating a Fulfillment Item Package

1.Log in to the application as the service owner.

2.Open the Fulfillment Item Package workspace.

3.From the toolbar, click New Fulfillment Item Package. A blank record appears.

4.Enter information into the fields.

5.From the Organizational Unit tab, click Link. A list of organizational units appear.

6.Choose an organizational unit from the list, then click Select. The organizational unit appears under the tab.

7.Click Save on the toolbar to commit your settings.

Administrators can also create fulfillment item packages when creating organizational units. See Working with Organization Charts.

Linking Organizational Units and Task Catalogs

Use the Organizational Unit and Task Catalog tabs to link organizational units, task catalogs, and software installation catalogs to this fulfillment item package.

Organizational units that you link here are entitled to select the service offered in this fulfillment item package.

Task catalogs and software installation catalogs that you link here define the tasks for fulfilling the items that are included in this fulfillment item package.

1.Log in to the application as the service owner.

2.Open the Fulfillment Item Package workspace.

3.Choose the Organizational Unit tab.

4.Click Link from the tab toolbar.

5.Select the organizational unit to link, then click Select.

6.Click Save.

7.Choose the Task Catalog tab.

8.Click Link from the tab toolbar.

9.Select the task catalog or software installation catalog to link, then click Select.

10. Click Save.