This documentation supports the 22.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.

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

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

  1. 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. 

    Enabling end users to request services from knowledge articles

    Reopen RequestOptional

    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.


    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

Tip

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.


Where to go from here

Approving and publishing services

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