This documentation supports the 22.1 version of BMC Service Request Management.

To view an earlier version, select the version from the Product version menu.

Overview of creating services

A service offering is represented by a service request definition (SRD). A standard SRD typically includes a description of the service offered, price, required approvals, and user entitlement according to the service level management criteria. The SRD can also include questions for the requester. The requester's responses are passed on to the fulfillment application that is responsible for fulfilling the request. The SRD specifies the automated process to fulfill the request, such as forwarding work orders to the appropriate people to fulfill the service request.

To specify the automated process to fulfill a request for the service, you must create the following components contained in the SRD:

  • An application template, such as a work order template, incident template, or change template to generate the fulfillment request. 
  • An application object template (AOT) that defines the application template and the company for which you are creating the SRD. 
  • A process definition template (PDT) that includes one or more AOTs, and defines the process for fulfilling a service request. 

After you have created the AOTs and PDTs, you can create the SRD and associate it with one or more PDTs.

Watch the following video to learn how to configure AOTs, PDTs, and SRDs:


Although the concepts and procedures presented in this video are correct, the user interfaces shown are not current.

Service request definition life cycle

An SRD goes through various states in its life cycle. By default, approval is required for certain state transitions, for example, to move the SRD from Request for Approval to Deployed. You can configure to send notifications at certain points in the SRD life cycle to alert users that certain events have occurred. 

Generally, an SRD starts in the Draft state and becomes visible for selection by service requesters when it is in Deployed state and within the specified effective dates.

After the end effective date, the Service Catalog Manager can re-enable the SRD by resetting the effective dates.

When an SRD is in a Closed state, the associated services are no longer displayed in the Request Entry console, and you cannot deploy the SRD again. 

The following diagram shows the life cycle of an SRD:

You can use data captured from questions configured in an SRD to drive or route the fulfillment process. For more information, see Creating questions to use with SRDs.

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