Quick start for internal suppliers
As an internal service supplier, you populate and maintain your organization's service catalog. Review this quick start for an introduction to your role and the functions you perform.
Basic concepts for an internal service supplier
- Connector—Connects BMC Digital Workplace Catalog to an external system that fulfills the request.
- Questionnaire—For each service, prompts the requester for the information that is needed to fulfill the request.
- Workflow—Defines the process for fulfilling. The most basic workflow sends a single action to an external system.
Video: Learning about service
Watch the following video (2:47) for highlights of the features that you use to create service catalog items:
Essential tasks as an internal service supplier administrator
The following diagram illustrates the tasks of an internal supplier administrator and the order in which you perform them:
To learn more about each task, see the following sections:
Create services and bundles
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:
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:
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:
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:
Send services and bundles for approval
After all the mandatory details of the service are completed, you can submit the service for approval.
When a service is submitted for approval, it is set to the Pending status and is displayed on the Pending tab.
Review statuses of service requests
To ensure that the system is fulfilling services correctly, check the status of self-service requests on the Service Requests page. (To open this page, select Reports > Service Requests in BMC Digital Workplace Catalog.) You can filter service requests, and export the data to a CSV file for further analysis.
Additional features for internal services suppliers
After you have mastered the initial internal service supplier tasks, explore the following features:
- Import and manage multi-level categories
- Combine multiple services into bundles
- Set service price, cost adjustments, and allow users to order multiples
- Maintain multiple service versions and revisions