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.
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.
The following illustration shows the Service Management page, where the BMC Helix Digital Workplace Catalog users can manage the enhanced services.
To add a service
Select Services > Services.
Select Create New > Service.
Enter the following information:
Specify a descriptive name for this service.
Select a template from the drop-down list.
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.
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.
Add details to the service as described below.
To add details to a service
On the Service Management page, perform one of the following actions:
Add a new service.
Open an existing service for editing.
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:
Knowledge article association
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
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.
Provide general information about a service.
Required for native services.
Optional for imported services.
Select a fulfillment process that starts when a service request is submitted.
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.
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.
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.
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.
Cost and quantity
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.
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.
By default, all services have a single version.
You can save multiple versions of the service.
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.