Managed Instance Presentation Advanced Administration- Service Catalog

1. Managed Instance Presentation Advanced Administration- Service Catalog CHAPTER 2 Service Catalog Concepts Last Updated June 27, 2012 JN Navigis

2. Chapter 2Service Catalog Concepts Navigis

3. In This Chapter In this chapter you will learn: • Major concepts related to Service Catalog • Look at the Service Catalog application and it’s modules • Service Request Hierarchy • Look at major terms Navigis

4. Service Catalog Application Overview The Service Catalog includes a core set of modules designed to accommodate the demanding requirements of most IT Service Organizations. Navigis

5. Service Catalog Hierarchy Service Catalog uses the following hierarchy Request The high level basket of items that are ordered Items are the individual things that are ordered and are part of the request Items Tasks Tasks represent the work that is generated by the request and its items

6. Major Concepts Major concepts related to defining a Service Catalog: • Items • Variables • Workflow Navigis

7. Major Concepts Catalog Items • Catalog Items – Are the major component within Service Catalog and define the items to be ordered and their forms • Short Description – This is generally a more specific item type. For example, the public name may be “Sales Laptop,” but the Short Description might be “Lenovo T500 Laptop Computer” • Description – Is the Catalog Item’s Long Description detailing the finer points of the Item. You can include: • Rich Text • HTML • Image files Item Description Navigis

8. Major Concepts Variables • Are the questions that make up the form. • Do not confuse these with fields on a form • Variables are unique to Service Catalog in Service-Now Variables Navigis

9. Major Concepts Workflow • Behind each request and request item are workflows • Workflows define what approvals and tasks need to be completed as part of fulfilling the request Workflow Activities Navigis

10. Knowledge Challenge What is an Easy Way to Locate Service Catalog Requests and Requested Items?

11. Types of “Catalog Items” • There are 3 major types of catalog items • Catalog Item • Record Producer • Order Guide Navigis

12. Catalog Items • The “Catalog Item” can be “ordered” as part of the Shopping Cart” metaphor • A shopping cart can be filled with multiple catalog items • A request of this type can have more than one item Catalog Items Catalog Items Navigis

13. Record Producers • A record producer can generate a single record of any type • A common use for record producers is to create Routine Change Requests • Record Producers give the user the same look and feel of a catalog item but are not restricted to the Request / Request Item Tables Navigis

14. Order Guides • Give the administrator a way of packaging multiple Catalog Items into a single request • Order Guides use a rule base to help “guide” the order • Order Guides are frequently used when a bundle of items need to be ordered – New Employee Onboarding or Security Access for example Navigis

15. Chapter 2 Recap In this chapter learned about: • Major concepts related to Service Catalog • Look at the Service Catalog application and it’s modules • Service Request Hierarchy • Look at major terms Navigis

16. Managed Instance Presentation Advanced Administration- Service Catalog CHAPTER 2 Service Catalog Concepts Last Updated June 27, 2012 JN Navigis