Use the Service Manager service catalog to offer services

Applies To: System Center 2016 - Service Manager

This article provides an overview of how to use the service catalog in Service Manager. This article also contains procedures that cover management configuration scenarios for the service catalog.

The service catalog is a collection of items, assistance, actions, or groupings of them that your IT staff and infrastructure provides and makes available to end users in the Self-Service Portal in Service Manager. In the Service Manager console, you create catalog items to describe these items in the Library workspace using the following nodes:

  • Request Offerings

  • Service Offerings

The Request Offerings node is used to create a catalog item that describes an item, assistance, or action that is available to end users. It also defines information that you want to prompt the users for and any knowledge articles that are associated with the offering.

After it is created, you can set the status of a request offering as either Draft or Published. Draft status indicates that a request offering is not published and available to the service catalog. This prevents end users from requesting the offering. When you set the request offering status to Published, it appears in the catalog where users can request it, if they have been granted access to a catalog item group that contains the request offering.

The Service Offerings node is used to create a catalog item that categorizes request offerings.

Create your own service offering categories

By default, Service Manager includes only the General service offering category. However, your organization will likely need additional categories to help organize service offerings that are provided to end users through the service catalog. You can use the following procedure to add additional categories to the service catalog.

To extend the service offering categories

  1. In the Service Manager console, click Library.
  2. In the Library pane, click Lists, and then in the Filter box, type offering.
  3. In the Lists view, select Service Offering Category, and then in the Tasks list under Service Offering Category, click Properties.
  4. In the List Properties dialog box, add any service offering categories that you want, and then click OK to close the dialog box. For example, add the following categories:
    • Data Center
    • Access and Security
    • Communication Services
  5. Click OK to close the List Properties dialog box.

Create a service offering

Service offerings are logical groups of request offerings. Both service offerings and their request offerings are available to Self-Service Portal users, when their status is set to Published and if end users have been assigned a corresponding Service Manager user role. Only users who have been assigned a user role that is associated with a catalog group that contains catalog items can use the Self-Service Portal to access the service catalog.

To create a service offering

  1. In the Service Manager console, select Library.
  2. In the Library pane, expand Service Catalog, and then select Service Offerings.
  3. In the Tasks pane under Service Offerings, click Create Service Offering to open the Create Service Offering Wizard.
  4. On the Before You Begin page, read the instructions, and then click Next.
  5. On the General page, complete these steps:
    1. In the Title box, type a title for the service offering. For example, type Access Services.
    2. Optionally, next to Image, you can either Browse to an image file or leave the default selection.
    3. In the Category list, select a category that this service offering will be a part of. For example, select Access and Security.
    4. In the Language list, either leave the default selection or select a language.
    5. In the Overview text box, type a short overview to describe the service offering that will be shown on the Self-Service Portal home page. For example, type Access to AD Group, Access to Labs.
    6. In the description box, type a description that will appear on the service offering page in the Self-Service Portal.
    7. Next to Management pack, select an unsealed management pack of your choice, and then click Next. For example, if you previously created the Sample Management Pack, select it.
  6. On the Detailed Information page, complete these steps:
    1. In the Service level agreement information box, type a summary of the service level agreement (SLA) information. For example, type The SLAs for these requests, depending on the criticality of the requests, range from 1-2 business days. For more information, click the link below.
    2. In the first Link for additional information box, type a hyperlink that users can click to view additional information about the SLA for this service offering.
    3. In the Cost information box, type a summary of any costs associated with requests that will be grouped in this service offering.
    4. In the second Link for additional information box, type a hyperlink that users can click to view additional information about any costs associated with requests that will be grouped in this service offering.
    5. Click Next.
  7. Optionally, on the Related Services page, add related business services associated with the service offering, and then click Next.
  8. Optionally, on the Knowledge Articles page, add related knowledge articles associated with the service offering, and then click Next.
  9. Optionally, on the Request Offering page, add related request offerings associated with the service offering, and then click Next.
  10. On the Publish page, in the Offering status list, select Published and set the Offering owner to yourself, and then click Next.
  11. On the Summary page, review the information, and then click Create.
  12. On the Completion page, click Close.

Create service request templates for new request offerings

By default, Service Manager includes a number of service request templates that are based on a generic incident template. By viewing the template, you can gain an understanding of the categories of information to collect and convey to end users as they submit requests through the Self-Service Portal. You can use the following procedure to create a new service request template without using the default generic incident request template.

To create a service request template

  1. In the Service Manager console, select Library.
  2. In the Library pane, click Templates, and then in the Tasks lists under Templates, click Create Template.
  3. In the Create Template dialog box, in the Name box, type a name for the template. For example, type Request Membership to Group.
  4. In the Description box, type a description for the template. For example, type This template is used to request membership to a group.
  5. Next to Class, click Browse, select Service Request, and then click OK.
  6. Click OK to close the Create Template dialog box and open the Service Request Template form in template mode.
  7. In the Service Request Template form, in the Title box, type Request membership to Active Directory group.
  8. In the Description box, type a description of the purpose of the form. For example, type This template is used to request membership to an Active Directory group.
  9. In the Urgency list, select Medium, and in the Priority list, select Medium.
  10. In the Source list, select Portal, and then click the Activities tab.
  11. On the Activities tab, click the Add button to open the Select Template dialog box, where you will add an activity.
  12. Select Default Review Activity, and then click OK to close the Select Template dialog box and open the Review Activity Template dialog box.
  13. In the Title box, type a name for the review activity. For example, type Approval for the user Requesting Membership to AD Group.
  14. Click Add to open the Reviewer dialog box and select a user who will approve requests for this service request, and then click OK to close the dialog box.
  15. Click OK to close the Review Activity Template form.
  16. Add another activity, and then select the Default Manual Activity template.
  17. In the Manual Activity Template form, in the Title box, type a title for the manual activity. For example, type Add the requesting user to list of Active Directory groups in the impacted configuration items.
  18. Next to Activity Implementer, select a user who is responsible for the activity, and then click OK to close the Manual Activity Template form.
  19. Click OK to close the Service Request Template form.

Create a request offering

Request offerings are catalog items that describe the item, assistance, or action that is available to end users in the service catalog. Request offerings are normally placed in logical groups of service offerings. Both service offerings and their request offerings are available to Self-Service Portal users when the status of the offerings is set to Published and if end users have been assigned a corresponding Service Manager user role. Only users who have been assigned a user role associated with a catalog group that contains catalog items can use the Self-Service Portal to access the service catalog.

You can use the following procedure to create a request offering.

To create a request offering

  1. In the Service Manager console, select Library.
  2. In the Library pane, expand Service Catalog, and then select Request Offerings.
  3. In the Tasks pane under Request Offerings, click Create Request Offering to open the Create Request Offering Wizard.
  4. On the Before You Begin page, read the instructions, and then click Next.
  5. On the General page, complete these steps:
    1. In the Title box, type a title for the request offering. For example, type Access to Active Directory group.
    2. Optionally, next to Image, you can either Browse to an image file, or leave the default selection.
    3. In the Description text box, type a short description that describes the request offering that will appear on the Self-Service Portal page. For example, type Use this request offering to request membership to an Active Directory Group.
    4. Under Select template, select Service Request, and then in the Select Template dialog box, select a template that you created previously for a service request. For example, select the Request Membership to Group template, and then click OK.
    5. Next to Management pack, select an unsealed management pack of your choice, and then click Next. For example, if you previously created the Sample Management Pack, select it.
  6. On the User Prompts page, enter questions for users or define other instructions which will appear in the Self-Service Portal when a user submits a request by completing the following steps:
    1. In the Form instructions box, type a summary of the information that the user must provide for the request. For example, type Provide the information below to request membership to the Active Directory Group
    2. Under Enter prompts or information text, click Add; in the User Prompts or Information box, type Enter your cost center; in the Response Type list, select Required; and in the Prompt Type list, select Integer.
    3. In the second Enter Prompts or Information box, type Select the list of Active Directory groups that you need access to; in the Response Type list, select Required; and in the Prompt Type list, select Query Results.
    4. In the third Enter Prompts or Information box, type Enter your justification for this request; in the Response Type list, select Required; and in the Prompt Type list, select Text.
    5. Click Next.
  7. On the Configure Prompts page, configure prompts to constrain user input to ensure that users provide the information required to fulfill their requests by completing the following steps:
    1. Select the Enter your cost center prompt, and then click Configure.
    2. In the Configure Integer Control dialog box, select Limit integer range, set the Minimum Value to 1000 set the Maximum Value to 6999, and then click OK to close the dialog box.
    3. Select the Select the Active Directory groups that you want access to prompt, and click Configure to open the Configure Instance Picker dialog box.
    4. In the Configure Instance Picker dialog box in the Frequently used basic classes list, select All basic classes; in the filter box, type Active; and then select Active Directory Group.
    5. Click the Configure Criteria (optional) tab; in the list of properties under User, select Department; and then click Add Constraint.
    6. In the Criteria box, select Department equals; in the Set Token list, click Select token; and then click 1. Enter your cost center: Integer.
    7. If the condition is not set to equals, select equals.
    8. Click the Display Columns tab, and then select Display Name, Department, and Last Name.
    9. Click the Options tab, select Allow the user to select multiple objects, and then select Add user-selected objects as affected configuration items.
    10. Click Ok to close the Configure Instance Picker dialog box, and then click Next.
  8. On the Map Prompts page, associate prompts with various fields of a service request or its activities, depending on the complexity of the form and the extension of the class that you have made. Complete the following steps to associate the justification to the review activity:
    1. Select Approval for the user requesting membership to the Active Directory group - (Review Activity).
    2. Next to Description, select the box under Prompt Output, and then in the list, select 3. Enter your justification: String.
    3. Click Next.
  9. Optionally, on the Knowledge Articles page you can select a knowledge article to associate with this request offering, and then click Next.
  10. Optionally, on the Publish page, you can set publishing information, and then click Next.
  11. On the Summary page, review the information, and then click Create.
  12. On the Completion page, click Close.

Publish a request offering

You can publish draft request offerings by using the Publish task or by using a change request. When you publish a request offering by using the Publish task, no additional interaction is required, and the request offering appears in the Self-Service Portal as an uncategorized item. If you want to publish the request offering as part of a category, you must add the request offering to a service offering.

If you want to have an approval process added before publishing, you can associate the request offering to a change request. If you use a change request, you can also send email notifications as the approval process occurs.

Note

Various errors might occur if you create a request offering without mapped prompts or if you have erroneously mapped any prompts. The errors can occur after you associate a change request to the request offering and then you complete the change request. To avoid such errors, ensure that you have least one prompt in the request offering and that all prompts are mapped correctly.

You can use the following procedures to publish request offerings.

To publish draft request offerings

  1. In the Service Manager console, select Library.
  2. In the Library pane, expand Service Catalog, and then select Draft Request Offerings.
  3. In the Draft Request Offerings list, select one or more request offerings, and in the Tasks pane under RequestOfferingName, click Publish.

To use a change request to publish draft request offerings

  1. In the Service Manager console, select Library.
  2. In the Library pane, expand Service Catalog, and then select Draft Request Offerings.
  3. In the Draft Request Offerings list, select one or more request offerings, and in the Tasks pane under RequestOfferingName, click Create Change Request to Publish.
  4. In the Select Template dialog box, select the Publish Offering change request template, and then click OK to open a new change request form.
  5. In the ChangeRequestID: Publish Offerings form, notice that the catalog items to publish appear under Catalog items.
  6. Click the Activities tab, and notice that there is a review activity and an automated activity associated with the change request. Later, when the review activity is approved, the automated activity will set the publish status to Published.
  7. Click OK to save the change request.

Add request offerings to service offerings

Service offerings are logical groups of request offerings. For a service offering to appear in the Self-Service Portal, each service offering must have at least one request offering added to it. After a service offering and a request offering are published, it is a straightforward process to associate them as a collection.

To add request offerings to service offerings

  1. In the Service Manager console, select Library.
  2. In the Library pane, expand Service Catalog, and then select Published Request Offerings.
  3. In the Published Request Offerings list, select one or more request offerings, and in the Tasks pane under RequestOfferingName, click Add to Service Offering.
  4. In the Select objects dialog box, select the service offering that you want to associate the request offering with, click Add, and then click OK to close the dialog box.

Create a catalog item group

Catalog item groups are lists of catalog items that are used to secure the service catalog and provide access to users, based on membership in a corresponding Service Manager user role. In the following procedure, you create a simple catalog item group. After you create the group, use an existing user role, or create a new user role, to provide access to catalog items that have been associated with the group.

To create a catalog item group

  1. In the Service Manager console, select Library, and then click Groups.
  2. In the Tasks pane under Groups, click Create Catalog Group to open the Create Group Wizard.
  3. On the Before You Begin page, read the instructions, and then click Next.
  4. On the General page, complete these steps:
    1. In the Group name box, type a name for the catalog group. For example, type Access Request Offering Group.
    2. In the Group description box, type a description for the catalog group. For example, type This group is used to consolidate and provide security to Access Request Offering catalog items.
    3. Next to Management pack, select an unsealed management pack of your choice, and then click Next. For example, if you previously created the Sample Management Pack, select it.
  5. On the Included Members page, complete these steps to select catalog items and associate them with the catalog group:
    1. Click Add to open the Select objects dialog box, select one or more catalog items that you created previously, click Add, and then click OK to close the dialog box.
    2. Click Next.
  6. Optionally, on the Dynamic Members page, you can select a class and specific objects, based on the criteria that you choose, to add as members of the group, and then click Next.
  7. Optionally, on the Subgroups page, you can add other groups as members of the new group that you are creating, and then click Next.
  8. Optionally, on the Excluded Members page, you can select a class and specific objects, based on criteria that you choose, to exclude as members of the group, and then click Next.
  9. On the Summary page, review the information, and then click Create.
  10. On the Completion page, click Close.

Specify a user role for catalog items

User roles provide access to catalog groups that contain catalog items. Both service offerings and their request offerings are available to Self-Service Portal users, when the status of the offerings is set to Published and if end users have been assigned a corresponding Service Manager user role. Only users who have been assigned a user role associated with a catalog group that contains catalog items can use the Self-Service Portal to access the service catalog. You can use the following procedure to create a user role and associate catalog items and users with the role.

To create a user role and associate it with catalog items and users

  1. In the Service Manager console, select Administration.
  2. In the Administration pane, expand Security, and then select User Roles.
  3. In the Tasks pane under User Roles, click Create User Role, and then click End User to open the Create User Role Wizard.
  4. On the Before You Begin page, read the instructions, and then click Next.
  5. On the General page, complete these steps:
    1. In the Name box, type a name for the user role. For example, type Security Offerings End User Role.
    2. Optionally, in the Description box, type a description of the purpose of the user role. For example, type This user role provides access to security offerings to end users.
    3. Click Next.
  6. On the Management Packs page, complete these steps:
    1. In Management Packs list, select a management pack that is used by catalog items. For example, select Service Manager Service Request Configuration Library.
    2. Click Next.
  7. On the Queues page, there are no options that apply to security to catalog items; therefore, click Next.
  8. On the Configuration Item Groups page, there are no options that apply to security to catalog items; therefore, click Next.
  9. On the Catalog Item Groups page, select Provide access to only the selected groups, select the groups that you want to provide access to, and then click Next.
  10. On the Form Templates page, ensure that All forms can be accessed is selected, and then click Next.
  11. On the Users page, add the users and groups that you want to provide access to, and then click Next.
  12. On the Summary page, review the information, and then click Create.
  13. On the Completion page, click Close.

Copy request offerings and service offerings

After you create a request offering or a service offering, you can copy the offering so that you can easily modify the copied offering.

You can use the following procedures to copy a request offering and a service offering. Keep in mind that if you copy a published catalog item, the published status of the copy is set to Draft.

To copy a request offering

  1. In the Service Manager console, select Library.
  2. In the Library pane, expand Service Catalog, expand Request Offerings, and then select All Request Offerings.
  3. In the All Request Offerings list, select the request offering that you want to copy, and then in the Tasks pane under RequestOfferingName, click Create a Copy to open the Copy Request Offering dialog box.
  4. In the dialog box, you can optionally select Also create a copy of the template referred to in this Request Offering to create a copy of the template.
  5. Optionally, you can change the management pack where information about the copied request offering is stored or you can create a new management pack.
  6. Click OK to close the dialog box and create the copy.
  7. The copied item appears in the list, with a prefix of Copy of. For example, your copy might have the name Copy of Access to Active Directory Group.

To copy a service offering

  1. In the Service Manager console, select Library.
  2. In the Library pane, expand Service Catalog, expand Service Offerings, and then select All Service Offerings.
  3. In the All Service Offerings list, select the service offering that you want to copy, and then in the Tasks pane under ServiceOfferingName, click Create a Copy to open the Copy Service Offering dialog box.
  4. Optionally, you can change the management pack where information about the copied service offering is stored or you can create a new management pack.
  5. Click OK to close the dialog box and create the copy.
  6. The copied item appears in the list, with a prefix of Copy of. For example, your copy might have the name Copy of Access Services.

Publish a service offering

You can publish draft service offerings by using the Publish task or by using a change request. When you publish a service offering by using the Publish task, the service offing must contain at least one published request offering before it appears in the Self-Service Portal. If you want to have an approval process added before publishing, you can associate the service offering with a change request. If you use a change request, you can also send email notifications as the approval process occurs.

You can use the following procedures to publish a draft service offering and then use a change request to publish it.

To publish a draft service offering

  1. In the Service Manager console, select Library.
  2. In the Library pane, expand Service Catalog, and then select Draft Service Offerings.
  3. In the Draft Service Offerings list, select one or more service offerings, and in the Tasks pane under ServiceOfferingName, click Publish.

To use a change request to publish a draft service offering

  1. In the Service Manager console, select Library.
  2. In the Library pane, expand Service Catalog, and then select Draft Service Offerings.
  3. In the Draft Service Offerings list, select one or more service offerings, and in the Tasks pane under ServiceOfferingName, click Create Change Request to Publish.
  4. In the Select Template dialog box, select the Publish Offering change request template, and then click OK to open a new change request form.
  5. In the ChangeRequestID: Publish Offerings form, notice that the catalog items to be published appear under Catalog items.
  6. Click the Activities tab, and notice that there is a review activity and an automated activity associated with the change request. Later, when the review activity is approved, the automated activity will set the publish status to Published.
  7. Click OK to save the change request.

Edit a service offering or a request offering

Request offerings are catalog items that describe the item, assistance, or action that is available to end users in the service catalog. Request offerings are normally placed in logical groups of service offerings. Both service offerings and their request offerings are available to Self-Service Portal users, when the status of the offerings is set to Published and if end users have been assigned a corresponding Service Manager user role. Only users that have been assigned a user role that is associated with a catalog group that contains catalog items can use the Self-Service Portal to access the service catalog.

You can use the following procedures to edit a service offering or a request offering.

To edit a request offering

  1. In the Service Manager console, select Library.
  2. In the Library pane, expand Service Catalog, expand Request Offerings, and then select All Request Offerings.
  3. In the All Request Offerings list, double-click the request offering that you want to edit.
  4. In the Edit Request Offering form, you can edit information on the following pages:
  5. On the General page, complete these steps:
    1. In the Title box, type a title for the request offering. For example, type Access to Active Directory group.
    2. Optionally, next to Image, you can either click Browse to find an image file or leave the default selection.
    3. In the Description text box, type a short description that will describe the request offering that will appear on the Self-Service Portal page. For example, type Use this request offering to request membership to an Active Directory Group.
  6. On the User Prompts page, enter questions for users or define other instructions that will appear on the Self-Service Portal when a user submits a request by completing the following steps:
    1. In the Form instructions box, type a summary of the information that the user must provide for the request. For example, type Provide the information below to request membership to the Active Directory Group
    2. Under Enter prompts or information text, click Add; in the User Prompts or Information box, type Enter your cost center; in the Response Type list, select Required; and in the Prompt Type list, select Integer.
    3. In the second Enter Prompts or Information box, type Select the list of Active Directory groups that you need access to; in the Response Type list, select Required; and in the Prompt Type list, select Query Results.
    4. In the third Enter Prompts or Information box, type Enter your justification for this request; in the Response Type list, select Required; and in the Prompt Type list, select Text.
  7. On the Configure Prompts page, configure prompts to constrain user input to ensure that users provide the information necessary to fulfill their request by completing the following steps:
    1. Select the Enter your cost center prompt, and then click Configure.
    2. In the Configure Integer Control dialog box, select Limit integer range, set the Minimum Value to 1000, set the Maximum Value to 6999, and then click OK to close the dialog box.
    3. Select the Select the Active Directory groups that you want access to prompt, and click Configure to open the Configure Instance Picker dialog box.
    4. In the Configure Instance Picker dialog box in the Frequently user basic classes list, select All basic classes; in the filter box, type Active; and then select Active Directory Group.
    5. Click the Configure Criteria (optional) tab; in the list of properties under User, select Department; and then click Add Constraint.
    6. In the Criteria box, click Department equals; in the Set Token list, click Select token; and then click 1. Enter your cost center: Integer.
    7. If the condition is not set to equals, select equals.
    8. Click the Display Columns tab, and then select Display Name, Department, and Last Name.
    9. Click the Options tab, select Allow the user to select multiple objects, select Add user-selected objects as affected configuration items, and then select Add the requesting user to the list of Active Directory group in the impacted configuration items (Manual Activity).
    10. Click Ok to close the Configure Instance Picker dialog box.
  8. On the Map Prompts page, associate prompts with various fields of a service request or its activities, depending on the complexity of the form and the extension of the class that you have made. Complete the following steps to associate a justification with the review activity:
    1. Select Approval for the user requesting membership to the Active Directory group - (Review Activity).
    2. Next to Description, select the box under Prompt Output, and then in the list, select 3. Enter your justification: .
  9. Optionally, on the Knowledge Articles page, you can select a knowledge article to associate with this request offering.
  10. Optionally, on the Publish page, you can set publishing information.
  11. Click OK to close the Edit Request Offering form.

To edit a service offering

  1. In the Service Manager console, select Library.
  2. In the Library pane, expand Service Catalog, expand Service Offerings, and then select All Service Offerings.
  3. In the All Service Offerings list, double-click the service offering that you want to edit.
  4. In the Edit Service Offering form, edit information on the following pages.
  5. On the General page, complete these steps:
    1. In the Title box, type a title for the service offering. For example, type Access Services.
    2. Optionally, next to Image, you can either click Browse to find an image file, or leave the default selection.
    3. In the Category list, select a category that will be the group for this service offering. For example, select Access and Security.
    4. In the Language list, either leave the default selection or select a language.
    5. In the Overview text box, type a short overview that will describe the service offering that will appear on the Self-Service Portal home page. For example, type Access to AD Group, Access to Labs.
    6. In the description box, type a description that will appear on the service offering page on the Self-Service Portal.
  6. On the Detailed Information page, complete these steps:
    1. In the Service level agreement information box, type a summary of the service level agreement (SLA) information. For example, type The SLAs for these requests range from 1-2 business days. For more information, click the link below.
    2. In the first Link for additional information box, type a hyperlink that users can click to view additional information about the SLA for this service offering.
    3. In the Cost information box, type a summary of any costs associated with requests that will be grouped in this service offering.
    4. In the second Link for additional information box, type a hyperlink that users can click to view additional information about any costs associated with requests that will be grouped in this service offering.
  7. Optionally, on the Related Services page, add related business services associated with the service offering.
  8. Optionally, on the Knowledge Articles page, add related knowledge articles associated with the service offering.
  9. Optionally, on the Request Offering page, add related request offerings associated with the service offering.
  10. On the Publish page in the Offering status list, select Published, and then set the Offering owner to yourself.
  11. Click OK to close the Edit Service Offering form.