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Quick start for catalog administrators

As a service catalog administrator, you can manage all aspects of your service catalog and extend management capabilities to other members of your team. Review the following features, and follow the links to learn more about the capabilities of this digital service management and delivery platform.

Basic concepts for catalog administrators

  • Connector—Connects BMC Digital Workplace Catalog to an external system that fulfills the request.
  • QuestionnaireFor each service, prompts the requester for the information that is needed to fulfill the request.
  • WorkflowDefines the process for fulfilling. The most basic workflow sends a single action to an external system. 

Video: Overview of service creation features

The following video (2:47) highlights the service definition creation feature of BMC Remedy 9 and BMC Digital Workplace:


Video: Automated service fulfillment with Office 365

The following video (1:15) highlights the Office 365 fulfillment feature of BMC Remedy 9 and BMC Digital Workplace:


Essential tasks as a catalog administrator

The following diagram illustrates the basic process for creating a service in BMC Digital Workplace Catalog:


To learn more about each task, see the following sections: 

Create service catalog items

To get started with defining services, you create service catalog items on the Service Management page in  BMC Digital Workplace Catalog as shown in the following image:

Click to learn how to create service catalog items...

Define workflows with conditional questions processing

After you add the catalog profile details to a service, you can create a workflow in the workflow designer, which is a visual tool based on Business Process Model and Notation 2.0 (BPMN) standards.

You start creating a workflow by dragging and dropping workflow elements onto the canvas, and configuring the process mandatory details. You can design custom workflows to be simple or complex, using conditions that add or remove questions based upon the end-user's responses to the service questionnaire.

The following animated video shows an example of how you would create a process workflow:


Click to learn how to create workflows...

Attach questionnaire forms to service workflows

With a workflow in place, you can create a questionnaire to prompt the service requester for the information needed to fulfill a service request. You start building a service questionnaire in the Question Designer tool shown in the following figure:

Click to learn how to create questionnaires...

Publish services to BMC Digital Workplace

You publish services that you own when you complete the mandatory service details. These services are available on the My Services tab.

You can also approve and publish services that internal service suppliers have sent for approval. Services sent for approval are in Pending status, and are available on the Pending tab.

Published services appear on the Published tab.

Click to learn how to publish services...

Entitle users to be able to request services

You create virtual marketplaces to entitle published services, bundles, and banners to individual users and groups. The following illustration shows the Entitlements page where you create and manage virtual marketplaces:

Promote services by using banner displays

BMC Digital Workplace Catalog administrators can create promotional banners that are displayed for end users in BMC Digital Workplace. They can upload banner images of different sizes to be displayed on desktop and mobile devices.

The following illustration shows an example of a promotional banner shown in BMC Digital Workplace:

Through the intuitive banner configuration page, a BMC Digital Workplace Catalog administrator can perform the following actions:

  • Define when to show or hide banners, based on the device operating system
  • Configure banners to be shown, based on a date-time schedule
  • Specify the action to be done when the user clicks a banner image
  • Add localized versions of promotional banners for end users in different locales. For more information, see Localizing catalog items.

Click to learn how to create banners...

Generate reports of service utilization

As a service catalog administrator, you can view reports that provide real-time insight into service popularity, accrued costing, and supplier performance metrics set in the service level agreement.

You can also filter service requests as required, and view details of a selected service. You access the available reports from the Reports menu available on the main page header panel of BMC Digital Workplace Catalog.

Click to learn how to access the available reports...

Additional tasks for catalog administrators

After you have mastered the initial catalog administration tasks, explore the following features:

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