Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

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 Helix 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. 

Essential tasks as a catalog administrator

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

CatalogAdmin-Process

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

Create service catalog items

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

For more information, see Building enhanced service catalogs.

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 required process details. You can design custom workflows to be simple or complex, using conditions that add or remove questions based on the end-user's responses to the service questionnaire.

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

 

For more information, see Workflows for service fulfillment.

Attach questionnaire forms to service workflows

Service catalog administrators and internal service suppliers can create question forms for BMC Helix Digital Workplace users to complete when submitting requests. Questionnaires share a many-to-one relationship with workflows. Different services can display unique question sets that are associated with the same workflow. Be aware that when you delete a workflow, all questions associated with that workflow are deleted as well.

For more information, see Creating service questionnaires.

Publish services to BMC Helix 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.

For more information, see Approving and publishing services.

Entitle users to be able to request services

Promote services by using banner displays

A BMC Helix Digital Workplace Catalog administrator can create, configure, and expose promotional banners to end users in BMC Helix Digital Workplace. Banner images are displayed on desktop and mobile devices and can be of different sizes. 

For more information, see Creating promotional banners.

Generate reports of service utilization

By using the Reports menu of BMC Helix Digital Workplace Catalog, as a catalog administrator, you can view reports that provide real-time insights into service popularity, total cost, and supplier performance metrics based on the service level agreement (SLA). You can also filter service requests and view details of a selected service from the reports.

For more information, see Reports and analysis of the enhanced service catalog.

Additional tasks for catalog administrators

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

Required licensing

SaaS subscribers who use BMC Helix ITSM or BMC Helix Virtual Agent Basic service are entitled to this feature.


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