Quick start for internal supplier administrators

As an internal supplier administrator, you populate and maintain your organization's service catalog. Review this quick start for an introduction to your role and the functions you perform. 

Basic concepts for internal service supplier administrator

• Connector—Connects BMC Helix Digital Workplace Catalog to an external system that fulfills the request.
• Questionnaire—For each service, prompts the requester for the information that is needed to fulfill the request.

• Workflow—Defines the process for fulfilling. The most basic workflow sends a single action to an external system. 

Essential tasks as an internal supplier administrator

The following diagram illustrates tasks of an internal supplier administrator and the order in which you perform them:

To learn more about each task, see the following sections:

• Create service catalog items
• Define workflows with conditional questions processing
• Attach questionnaire forms to service workflows
• Publish services to the 
• Entitle users to be able to request services
• Review statuses of service requests

Create service catalog items

To get started with defining services, you can create service catalog items on the Service Management page in BMC Helix Digital Workplace Catalog as shown in the following image:

Click to learn how to create a service catalog item...

Define workflows with conditional questions processing

After you add the catalog profile details to a service, you can create a workflow in the workflow designer, which is a visual tool based on Business Process Model and Notation 2.0 (BPMN) standards.

You start creating a workflow by dragging and dropping workflow elements onto the canvas, and configuring the required process details. You can design custom workflows to be simple or complex, using conditions that add or remove questions based on the end-user's responses to the service questionnaire.

The following animated video shows an example of how you would create a process workflow:

Click to learn how to create a workflow...

Attach questionnaire forms to service workflows

Service catalog administrators and internal service suppliers can create question forms for BMC Helix Digital Workplace users to complete when submitting requests. Questionnaires share a many-to-one relationship with workflows. Different services can display unique question sets that are associated with the same workflow. Be aware that when you delete a workflow, all questions associated with that workflow are deleted as well.

Click to learn how to create service questionnaire...

Publish services to the BMC Helix Digital Workplace

You publish services that you own when you complete the mandatory service details. These services are available on the My Services tab.

You can also approve and publish services that internal service suppliers have sent for approval. Services sent for approval are in Pending status, and are available on the Pending tab.

Published services appear on the Published tab.

Click to learn how to publish services...

Entitle users to be able to request services

You create virtual marketplaces to entitle published services, bundles, and banners to individual users and groups. The following illustration shows the Entitlements page where you create and manage virtual marketplaces:

Click to learn how to entitle services to end users...

Review statuses of service requests

To ensure that the system is fulfilling services correctly, check the status of self-service requests on the Service Requests page. You can filter service requests, and export the data to a CSV file for further analysis.

Click to learn how to view service reports...

Additional tasks for internal services suppliers

After you have mastered the initial internal supplier administrator tasks, explore the following advanced capabilities:

• Import and manage multi-level categories
• Combine multiple services into bundles
• Set service price, cost adjustments, and allow users to order multiples
• Maintain multiple service versions and revisions

Required licensing

SaaS subscribers who use BMC Helix ITSM or BMC-Helix-Virtual-Agent-Basic-service are entitled to this feature.