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 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 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 an internal service supplier administrator

The following diagram illustrates the tasks of an internal supplier administrator and the order in which you perform them:


CatalogAdmin-Process

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

Create services and bundles

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:

Click to learn how to create a service catalog item...

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:

 

Click to learn how to create workflows...

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.

Click to learn how to create questionnaires...

Entitle users to be able to request services

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.

Click to learn how to send catalog items for approval...

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. You can filter service requests, and export the data to a CSV file for further analysis.

Click to learn how to view service reports...

Additional features for internal services suppliers

After you have mastered the initial internal service supplier 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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