Adding and updating services

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

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.
• If you want relevant services to be displayed with knowledge articles, complete the tasks in Enabling end users to request services from knowledge articles.

To add a service

1. In BMC Helix Digital Workplace Catalog, select Services > Services.

2. Select Create New > Service.

3. Enter the following information:

   Parameter	Description
   Service Name	Specify a descriptive name for this service.
   Service Template	Select a template from the drop-down list.
   Version	Use 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 component	Required	Description	Reference topic
   Knowledge article association	Optional	If you want to display relevant services with knowledge articles, select the same categories that are added as tags to the knowledge article. For example, if you added the Company=Petramco tag to the knowledge article, select Company = Petramco in the Knowledge article association.   Example of associating services with knowledge article categories	Enabling end users to request services from knowledge articles
   Reopen Request	Optional	If you want to enable end users to reopen service requests, select Reopen associated activities.  When cases are created in BMC Helix Business Workflows, corresponding service requests can be created in BMC Helix Digital Workplace and vis-a-versa. Service requests created in both these scenarios can be reopened.  Example of enabling end users to reopen BMC Helix Business Workflows service requests Note: Service requests that are in the Completed state in BMC Helix Digital Workplace or cases that are in the Resolved state in BMC Helix Business Workflows can be reopened.	Not applicable
   Catalog profile	Required	Provide general information about a service.	Adding catalog profile details to a service
   Workflow	Required for native services. Optional for imported services.	Select a fulfillment process that starts when a service request is submitted.	Workflows for service fulfillment
   Questionnaire	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 Mapping	Optional	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
   Actions	Optional	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	Optional	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 quantity	Optional	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
   CMDB	Optional	Be default, services imported from BMC Service Request Management are already associated in the BMC Helix CMDB database. Select the Service, Service Offering mapping, and Offering Type for native catalog services. Note: If a service is imported from BMC Service Request Management, it cannot be edited.	Not applicable
   Service version	Optional	By default, all services have a single version. You can save multiple versions of the service.	Managing service versions and revisions

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.

Where to go from here

Approving and publishing services