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Function documentationService Orders and Service Catalogs

 

The service catalog extends service request management to model and publish IT services in a catalog. Service designers create service components to define complex services and organize them in the service catalog. Using the service order process, users create specific service orders from the service catalog. Service orders are assigned to item categories that determine how the service orders will be processed.

In addition, the service catalog is the interface from which end users order their services.

Service Catalog and Service Request Management

Within an organization, service requests describe clearly defined IT services or standard processes that employees often use and request, such as resetting a password or ordering new work equipment.

Users order services from the service catalog. The system triggers the service fulfillment process in service request management that are assigned to the responsible support team or processors. Processors use service requests that can contain guided procedures or operations tasks to process the service orders.

In addition, processors can schedule guided procedures to process operations tasks that must be repeated regularly.

Integration

To process service orders, IT Service Management uses the service request transaction type.

Prerequisites

Various settings must be configured before you can use the service catalog.

For more information about configuring the service catalog and service components, see Configuring Service Catalogs.

For more information about configuring service request management, see Configuring Service Request Management.

Features

Using service request management, when processing service orders, you can do the following:

  • Involve different processors

  • Prepare procedures that processors can execute regularly or when ordered

  • Create follow-up service requests

  • Record efforts

  • Document the execution of the procedure in detail

Structure of a Service Order

A service order consists of the header details, which are organized in individual groups, and additional assignment blocks. You can customize which assignment blocks are displayed according to your requirements.

Header Level

In the header details, you specify the general data that is valid for the entire service order. This includes, for example, the following data:

  • General Data: The title and the creator of a service order

  • Notes: The description or comments that are relevant for the task

  • Processing Data: For example, the priority and the status

  • Dates: The requested start and end dates

Assignment Blocks

In the assignment blocks, you specify additional data, for example:

The Items assignment block lists the actions that belong to the service order.

Example

Service request management for the New Employee service:

  • The service catalog contains several service components, for example, New Employee.

  • An end user orders a service component from the service catalog by creating a service order. The service order can contain a questionnaire to provide more information, such as what software the new employee requires.

  • The New Employee service component contains products from several categories, for example, hardware (Material product category), or notebook setup (Service product category).

  • For the notebook setup, the system creates service requests for service fulfillment, for example, for installing the software.

  • A service request contains operations tasks (SMOT transaction type). Operations tasks are automatically created based on a guided procedure that is related to the service request. Examples of operations tasks are installing the operating system, installing special software, and setting up the workstation.