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Requests for services and apps

BMC MyIT provides access to all the services your company provides in a unified catalog, which houses a familiar online ordering experience. Users visit the Catalog to request services, such as a password reset, a software or mobile app installation, or changes to employee status.

IT departments benefit from reducing the time spent on fulfilling routine service requests.

Users benefit by not having to hunt for the correct form or the responsible department.

Your company benefits by reducing costs through more efficient IT service management processes.

overview service requests

Self-service requests as another user

If a self-service user is an approved delegate of another user, the self-service user may request services as that other user, through one of the following methods:

  • The self-service user can change the requested for user at the time of the request. The following illustration shows the dialogues after the self-service user clicks Request Now:
  • The self-service user can change their catalog view temporarily to view the catalog and request services as another user. When viewing the catalog as another user, only the services entitled to the other user are visible, but not their own. The following illustration shows the option beneath the user's profile icon to Request as someone else:

Examples

The following are three examples of requesting services and applications.

Locked-out user account

Vincent has to work remotely to attend an important sales meeting. On the morning of the meeting, he opens his laptop to join the company VPN and download updates to the slide deck he plans to present. However, he has trouble getting past the logon screen because his account has been locked out.

He cannot remember the phone number for his corporate help desk, and he cannot find the information he needs on his corporate website.

Vincent opens his BMC MyIT application on his tablet. The application recognizes that his account is locked out of the system and provides him with a link to make a phone call to his corporate help desk. With the tap of a link, Vincent is connected to the corporate help desk. He answers a few security questions, and his access is restored.

File access request

Vincent, having his account restored (in the preceding scenario), successfully logs on to his company network and navigates to the shared-document application where his team uploads shared files. However, he sees that he does not have read access to a new folder that contains the updates.

Vincent returns to the BMC MyIT application and checks for any notices or alerts about problems with the shared-document application. Not finding any notices or alerts, he files a support request directly from the BMC MyIT application to have an administrator make the folder available to him. He notices that the category of his problem, File Access Issues, is available from the quick-pick list on his application, and he selects that category to begin filing his request.

After a short time, Vincent checks his application again and sees that the status of his request has changed: someone is working on the problem. Vincent shares a few clarifying text messages with the IT person and soon finds that the problem is resolved. Vincent downloads the presentation that he needs.

After a couple of weeks, Vincent faces the same issue when he tries to access the folder that he was able to open before. In BMC MyIT, he opens the resolved request and clicks Request again. To provide the IT person with more information, Vincent makes a screenshot of the message that appears when trying to access the folder. He attaches this screenshot to the existing request. Soon, the issue is resolved and the reason for this recurring problem is removed.

App installation approval

Karl is logged on to BMC MyIT, and he has found an application in his BMC AppZone catalog that he would like to install. He notices that the application details state that approval is required before the application can be installed. He clicks Request to request access to the application and is prompted to provide a short justification for why he needs it. After he submits his request, the Request button changes to Pending approval.

Karl's request is handled by BMC Service Request Management workflow, and the assigned approver for the application reviews his request and approves it. When the application license is assigned to Karl, he receives a notification in his Social Cloud timeline in BMC MyIT. Karl installs the application on his device by clicking Install on the application details page in the catalog.

Enablement tasks

To create a service catalog, BMC MyIT pulls in services, apps, VMs, and other resources available to employees from different sources. You must configure the integration with each source as summarized in the following figure.  request services overview

Related topics

Service catalogs in the BMC MyIT Service Broker 3.2 documentation

Service questionnaires in the BMC MyIT Service Broker 3.2 documentation

Setting up service requests through BMC Service Request Management

Setting up sections in the Catalog

Setting up VM requests through BMC Cloud Lifecycle Management

Configuring the BMC AppZone integration

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