This documentation supports the 18.02 version of BMC Digital Workplace. To view the latest version, select the version from the Product version menu.

Providing a unified service catalog

BMC Digital Workplace provides access to all the services your company provides in a unified catalog. This catalog is similar to familiar online ordering experiences. End users visit the Catalog to make requests for services, such as a password reset, a software or mobile app installation, or changes to employee status.  If your installation of BMC Digital Workplace is integrated with BMC HR Case Management, BMC Digital Workplace provides access to HR solutions in the Catalog. End users visit the Catalog to look up HR solutions and open HR cases, in addition to requesting IT services.

Departments and people throughout your organization benefit from the unified catalog. IT departments benefit from reducing the time spent on fulfilling routine service requests. End users benefit by not having to hunt for the correct form or the responsible department. Your company benefits by reducing costs through more efficient service management processes. HR departments benefit by reducing the time spent on fulfilling routine service requests. Users benefit by not having to hunt for the correct form or the responsible department. Your company benefits by reducing costs through more efficient HR case management processes.

Scenarios

The following scenarios are examples of how a unified service catalog can benefit end users:

File access request

Vincent tries to access a new folder from his team in the shared-document application, but he does not have read access. Vincent opens the BMC Digital Workplace client application and checks for any notices or alerts about problems with the shared-document application. Not finding any notices or alerts, he files a support request directly from the BMC Digital Workplace application to have an administrator make the folder available to him. He notices that the category of his problem, File Access Issues, is available in one of the sections of the Catalog tab on his application, and he selects that category to begin filing his request.

After a short time, Vincent checks his application again and sees that the status of his request has changed: someone is working on the problem. Vincent shares a few clarifying text messages with the IT person and soon finds that the problem is resolved. Vincent downloads the presentation that he needs.

After a couple of weeks, Vincent faces the same issue when he tries to access the folder that he was able to open before. In BMC Digital Workplace, he opens the resolved request and clicks Request again. To provide the IT person with more information, Vincent makes a screenshot of the message that appears when trying to access the folder. He attaches this screenshot to the existing request. Soon, the issue is resolved and the reason for this recurring problem is removed.

HR assistance with family benefits

Vincent and his wife are about to have a baby. Vincent wants to update his family benefits. He opens his BMC Digital Workplace application on his tablet and enters "baby" in the Superbox. He finds an HR knowledge article that informs him of the benefits his company offers. He also finds an HR solution to update family benefits. Vincent answers a few questions. One of the questions includes an e-form, which is an electronic version of the benefits form. Vincent no longer needs to fill out a paper form, because that information is captured online and signed electronically. Vincent's case is sent to an HR agent. The agent completes the case, and Vincent gets a notification on his tablet. In his timeline, Vincent sees that his family benefits are now updated.

In-person helpdesk for a visiting road warrior

Newman, an employee of a large accounting company, typically works remotely. He travels frequently in his role and requires the use of a mobile hotspot device. The accounting company has recently switched carriers and assigned everyone new hotspot devices, but Newman cannot connect for more than a few minutes at a time.

Rather than wait for a new device or go through another phone call with his IT team, Newman launches his BMC Digital Workplace application and schedules an in-person Help Desk appointment. He schedules the appointment for next Monday, when he will be visiting the corporate headquarters on other business.

When his appointment time arrives, Newman brings the device in. The IT employee behind the desk, having read the problem description in Newman's ticket, tries a few troubleshooting tactics with Newman's device and determines that the problem is caused by a hardware failure. The IT employee exchanges the faulty device for a new one and configures it on the spot. Newman tests it to his satisfaction and tells the IT employee that the ticket can be marked as resolved. The entire interaction takes 15 minutes.


Process

The following diagram illustrates the process to  make services available in BMC Digital Workplace:

Iif you build services in BMC Digital Workplace Catalog, the following diagram illustrates the process:



To enable requests and issue reporting

Add contacts and set up calendars for appointments.

Set up service requests through BMC Service Request Management.

Configure the enhanced catalog.

Import service catalog items from BMC Service Request Management.

Add service bundles and banners to the Catalog.

Set default requests and incidents.

Configure categories and requests.

To enable HR assistance

Install BMC HR Case Management and configure the integration.

Managing solutions in BMC HR Case Management.

Configuring eforms in BMC HR Case Management.

Add HR solutions to the Catalog.

To curate a catalog from multiple sources

Configure the applicable integrations to enable the following sources:

Connect your catalog to external systems.

Configure the enhanced catalog.

Add service bundles and banners to the Catalog.

Configure categories and requests.

Was this page helpful? Yes No Submitting... Thank you

Comments