This documentation supports the 9.0 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Creating service request definitions: Basic configuration

A service request definition (SRD) is a service offering. SRDs are created by the Request Catalog Manager for the service catalog and made available to users through the Request Entry console. An SRD provides the characteristics required to facilitate the selection and execution of delivery for the service offering, including attributes such as categorization, effective start and end dates, pricing information, approval and service level management criteria, as well as the definition of application objects that will support the delivery of a service. 

Request Catalog Managers use the Service Catalog Manager Console to manage an SRD and track its progress from Draft to Deployed. You can use this console to associate the SRD with PDTs, business service CIs, approvals, and service targets.

Notes

You must have the Request Catalog Manager permission to create SRDs in the Service Catalog Manager Console. Users defined as Business Analysts with no Request Catalog Manager permissions can also use the Service Request Designer to create an SRD. However, the SRD must be assigned to a valid catalog manager name to save and then deploy it.

Before you can create an SRD, you must create an application object template (AOT) for each step in a process and a process definition template (PDT) for each process in a service request.

Tip

Consider using the Service Request Designer to create and modify SRDs. 

Creating service request definitions - Quick Start

To create a service request definition (SRD), complete the following steps:

Step

Action

Reference

1

Verify that the navigational categories, application template (optional), and the AOT are configured.

2

Open the Service Catalog Manager Console.

Accessing BMC Service Request Management consoles

3

Use one of the following methods to create the SRD:

  • Use the service request definition form (the "traditional" method).
  • Use the Service Request Designer.

    Tip: The Service Request Designer is a simple wizard that creates basic SRDs, with minimal or no training required. Users can make new services available in minutes, but you can still use the "traditional" method to create SRDs.
4

Select one of the service request definition (SRD) types:

  • Standard SRD
  • Quick Launch SR

    Note: You cannot combine PDT and SRD types. For example, you must use a standard PDT with a standard SRD.
5

Associate the SRD with one of the following types of PDT:

  • Standard PDT
  • Quick Launch PDT

    Note: You cannot combine PDT and SRD types. For example, you must use a standard PDT with a standard SRD.
6

Add questions, text, or service request fields to the SRD.

Note: This step is not applicable for quick launch SRDs and product ordering SRDs.

Adding and mapping questions, variables, and service request fields

7

(Optional) Configure autofill response to trigger when users open the Provide Information form to submit a request, or when they perform a specific action in the console.

Configuring actions to auto-fill responses in a service request

8

(Optional) Set approvals for the service request.

Configuring approvals for service requests

9

(Optional) Add entitlements to the SRD.

Configuring entitlement

10

(Optional) Add work information for the SRD.

Adding work information and attachments to SRDs

11

(Optional) Define SRD approvals.

Note: This is not applicable for quick launch SRDs.

Configuring approvals for SRDs

12

(Optional) Define service targets for the SRD.

Note: Service targets are available only if you have BMC Service Level Management installed.

Defining service targets for an SRD

13

(Optional) Add a business service to the SRD.

Adding a service CI to an SRD

14

(Optional) Add a survey to the SRD.

Adding surveys to an SRD

15

(Optional) Localize the SRD.

Localizing SRDs

16

Deploy the SRD to make it available in the Request Entry console.

Deploying SRDs


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