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This documentation supports the 21.05 version of BMC Digital Workplace Advanced. 
To view an earlier version, select the version from the Product Version menu.

Adding and updating services

Service catalog administrators, internal service supplier administrators, and internal service suppliers create, publish, and entitle services to end users, so the services become available in BMC Helix Digital Workplace.

The following illustration shows the Service Management page, where the BMC Helix Digital Workplace Catalog users can manage the enhanced services.

Before you begin

Before you add a new service, ensure that you have the necessary service template created. For more details about templates, see Managing service type templates.

To add a service

  1. Go to Services > Services.
  2. Click Create New > Service.
  3. Enter the following information:

    Service NameSpecify a descriptive name for this service.
    Service TemplateSelect a template from the drop-down list.
    VersionUse any text value as the version name. You may also leave the field blank. For more details about versions, see Managing service versions and revisions.
  4. Click Create Service.
    The service is created in Draft status, and the Service Options pane is displayed. You must complete the required details for the service components before you can publish the service. 

  5. Add details to the service as described below.

To add details to a service

  1. On the Service Management page, perform one of the following actions:
    • Add a new service.
    • Open an existing service for editing.

  2. Complete the required details for the service components to make this service consumable by end users. 
    Services available in the BMC Helix Digital Workplace Catalog include components described in the following table:

    Service componentRequiredDescriptionReference topic

    Catalog profile


    Provide general information about a service.

    Adding catalog profile details to a service


    • Required for native services.
    • Optional for imported services.
    Select a fulfillment process that starts when a service request is submitted.Workflows for service fulfillment


    Required when the following conditions are met:

    • The workflow is required.
    • The workflow contains input process variables.
    Create questions that collect information from a user at the time of the request. Creating service questionnaires
    Dependency MappingOptional

    By default, services do not have any dependency. Add services from the catalog as dependents if they are a prerequisite to the current service.

    For example, if a user doesn't have an Apple computer and is requesting a Magic Mouse that works with Apple devices only, the user can be prompted to request an Apple computer along with the mouse.

    Specifying dependent services

    By default, all services have no actions associated with them.

    You can add actions to the service that will be available for end users to select from their My Stuff page when a corresponding service request is completed.

    Note: If you associate actions with a service, you must also add a service to an asset group to make a service request generated by this service available on the My Stuff page.

    Managing service actions

    Service Level Agreement


    By default, all services have no SLAs applied to them.

    To define when a service request is to be completed, configure and attach an SLA to it.

    Setting service level agreements
    Cost and quantityOptional

    By default, all services are free. You can add a price to a service.

    The service price is automatically counted based on the settings you apply.

    Adjusting service cost and quantity

    Be default, services imported from SRM are already associated in the CMDB database.

    Select the Service, Service Offering mapping, and Offering Type for native catalog services.

    Note: If a service is imported from SRM, it cannot be edited.

    Service versionOptional

    By default, all services have a single version.

    You can save multiple versions of the service.

    Managing service versions and revisions


BMC Helix Digital Workplace Catalog enables you to add services in multiple languages. You can publish services and their translations for end users in different locales. For more information, see Localizing catalog items.

To manage a service

After you add a service, you can perform one of the following actions from the Actions menu:

  • Open a service for editing
  • Edit the name of a service
  • Delete a service when it is no longer necessary
  • Save a local copy of the service (by clicking the Export option). For more details, see Copying services from another system.

Required licensing

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

Where to go from here

Approving and publishing services

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