Leveraging popular service examples to optimize service configurations and enhance user experience

Mobile phone

Order a mobile phone 

1. Create a catalog service.
2. Allow the user to select a standard or premium model.
3. Configure one level of approval for a standard model and two for a premium model. 
4. Create a work order for service fulfillment.
5. Create the following service actions to be used after the service is completed:
   • Report stolen
   • Return phone
   • Request refresh 

IT service desk

Report an incident (if something has stopped working) or request a service (for something new)

1. Create a catalog service. 
2. Collect a detailed description of the issue from the user in the request.  
3. Create a work order for fulfillment.

Global Finance

Service for project finance accounting, customer purchase orders, customer invoicing, POD registration, and related activities

1. Create a catalog service.
2. Collect detailed information from the user to create the request.
3. Create a work order ticket for fulfillment.

Procurement center service

Order stand-alone material and software

1. Create a catalog service.
2. Collect information from the user to determine whether the request is for a standard material or only for software. 
3. Create a ticket for service fulfillment.

Additional access card

Request an additional card for physical access to any location.  

1. Create a catalog service.
2. Verify if the user is a contractor and determine the number of days the card needs to be active. Skip this step for a full-time employee.
3. Send the request for approval.
4. After approval, create a work order for fulfillment. 
5. Create the following service actions to be used after the service is completed:
   • Change - Additional access card
   • Remove - Additional access card

Environment for GenAI

Request access to an environment for testing and exploring generative AI models.

1. Create a catalog service.
2. Permit the user to select the environment for which access is required.  
3. Send the request for approval.
4. After approval, create a work order for fulfillment.
5. Create the following service action to be used after the service is completed:
   • Remove access to the environment

Procurement center support/vendor purchase orders  

Procurement and creation of vendor purchase orders for third-party procurement  

Test station support

Request support to operate and maintain test stations and auxiliary equipment 

1. Create a catalog service.
2. Configure the questionnaire to identify (lookup) impacted assets based on the information provided by the user.
3. Permit the user to specify the service required during the request submission.
4. Create a work order for manual fulfillment.

Request HR

Allow users to raise a request directly with Human Resources

Reset password  

Request to reset password or unblock account or both for access to specific software or a mainframe account.

1. Create a catalog service.
2. Permit a user to select the type of request needed and submit the request.
3. Create a work order, orchestrate the process for fulfillment, and inform the user.
4.  Enable the user to reopen the request if needed and generate a work order for the service desk to provide further assistance.

Order computer, laptop, and monitor

Order a laptop for a new employee, order an additional laptop for an existing user, or order a temporary laptop.

1. Create a catalog service.
2. Permit a user to request assets such as laptops, PC peripherals, IT accessories, and so on.
   The request captures the necessary information, including the delivery address. Based on the employee code, details such as the cost center code and cost center owner are automatically set for the user.
3.  After approval, create a work order for automated fulfillment.
4. Create the following service actions to be used after the service is completed: 
   • Lost or Stolen
   • Return for self or others

ID card

Order an ID card with basic home location access.

Use service action to revoke accesses.

1. Create a catalog service.
2. Specify the validity period of the card.
3. Check whether the user is a contractor and calculate the days the card must be active. Skip this step for full-time employees.
4. Send the request for approval.
5. After approval, create a work order for fulfillment. 
6. Create the following service action to be used after the service is completed:
   • Remove ID card 

Change existing ID card 

Change the validity period of an existing ID card for reasons such as a name change, broken card, or lost card.

1. Create a catalog service.
2. Specify the validity period of the card.
3. Check whether the user is a contractor and calculate the days the card must be active. Skip this step for full-time employees.
4. Send the request for approval.
5. After approval, create a work order for fulfillment. 

Exchange account

Create a personal email account in Outlook.

1. Create a catalog service.
2. Send the request for approval.
3. After approval, create a work order for automated fulfillment.

Transactional sourcing

Request assistance with the quotation process for transactional procurement.

1. Create a generic catalog service to allow users to request different categories of sourcing requests.
2. Allow the user to specify the category and other details. 
3. Create a ticket for fulfillment.

Ordering and delivery

Request for support to create, update, and cancel sales orders 

Request for assistance in creating, updating, and canceling sales orders.

1. Create a catalog service.
2. Collect information from the user about the 
3. Create a BWF case for fulfillment.

Supply application support 

Request support regarding system and process issues for users who work with supply-related applications.

Request support for users encountering system and process issues with supply-related applications.

1. Create a catalog service.
2. Allow the user to select the type of issue and the steps to recreate the issue.
3. Create a work order for fulfillment.

USB storage exemption

Request for Exemption from USB Storage Security Policy 

1. Create a catalog service.
2. Send the request for approval.
3. After approval, create a work order for automated fulfillment.
4. Create the following service actions to be used after the service is completed:
   • Remove USB Storage Exemption

Jira request

Request Jira support to perform Jira tasks and administer Jira

1. Create a catalog service.
2. Create a work order for fulfillment.

Exchange/Group Account

Order a shared or group mailbox; it cannot be ordered for a personal ID 

1. Create a catalog service.
2. Send the request for approval.
3. Create a work order for automated fulfillment.  

Strategic sourcing/procurement support  

Support requests related to upstream procurement activities

1. Create a catalog service.
2. Allow the user to select the type of request and the issue faced.
3. Create a ticket for fulfillment.

Exchange Distribution List (DL)

Request the creation of a new email DL in the Outlook address book.

Use service actions to modify or delete an existing distribution list.

1. Create a catalog service.
2. Create a work order for automated fulfillment.
3. Create the following service actions to be used after the service is completed:
   • Personal DL (PDL) display name
   • Change - Exchange Distribution List
   • Remove - Exchange Distribution List

Non-business permanent roles

Create roles for SAP portal interactions between the organization and its suppliers.

1. Create a catalog service.
2. Collect the role details and the validity period for the role from the user.
3. Send the request for approval.
4. After approval, create a work order for manual fulfillment.
5. Create the following service actions  to be used after the service is completed:
   • Change the non-business permanent roles
   • Delete the non-business permanent roles 

Intercompany order management (ICOM)

Request for ICOM support

1. Create a catalog service.
2. Permit the user to specify if the request is for a new order, a change in order status, or invoicing and collect a summary of the request.
3. Create a ticket for fulfillment.

Password Vault

Request for the password management solution to store official passwords and share them with people within the organization and with customers.

1. Create a catalog service.
2. Get the user's consent for password storage and sharing terms.
3. Create a work order for automated fulfillment.

Robotics (RPA) password  

Request for RPA BOT ID password reset, unlock account, share password, and so on.

1. Create a catalog service.
2. Collect all necessary information from the user.  
3. Create a work order for fulfillment.

Product portfolio management

Request for price updates and other services in the product portfolio for the organization's customers as part of supply and logistics

1. Create a catalog service.
2. Allow the user to select the category and other details.
3. The workflow creates a case/ticket for fulfillment.

Internal projects and pre-sales request

Request for internal projects, intercompany billing, pre-sales, and resolution of related issues

1. Create a catalog service.
2. Create a ticket for fulfillment.

Sitetracker support

Request support related to the Sitetracker tool for tracking, overseeing, and generating reports for rollout projects

1. Create a catalog service.
2. Create a work order for fulfillment.

Virtual workspace apps  

Request managed virtual desktops and virtual applications 

1. Create a catalog service.
2. Send the request for approval.
3. After approval, create a work order with identifiers for automated fulfillment.
4. Create the following service action to be used after the service is completed:
   • Remove virtual workspace apps

Sourcing Contract Lifecycle Management (SCLM)

Request for support related to contract lifecycle management

1. Create a catalog service.
2. Collect all information from the user in the service request.
3. Create a ticket for fulfillment.

Virtual workspace for suppliers

Request for virtual desktop infrastructure for third-party or supplier users to access the organization's applications and resources securely and also access the organization's Office 365 services, such as Teams, SharePoint, and email

1. Create a catalog service.
2. Send the request for approval.
3. After approval, create a work order to generate a third-party contract.
4. After approval of the document, create a work order for automated fulfillment.
5. Create the following service actions to be used after the service is completed: 

• 
  
  • Change Virtual Workspace for suppliers
  • Remove Virtual Workspace for suppliers

Reopening of SAP Business One objects

Reopen closed objects such as project definition and WBS to factor in changed costs or rectify other items. 

1. Create a catalog service.
2. Create a case for manual fulfillment.

Adobe Creative Cloud

Request access to Adobe Creative Cloud for software applications to use its graphic design, video editing, and web development applications.

1. Create a catalog service.
2. Allow the user to select the applications when submitting the request.
3. Send the request for approval.
4. After approval, create a work order for all roles needed to access the selected applications for automated fulfillment.
5. Create the following service action to be used after the service is completed:
   • Remove Adobe Creative Cloud

ID card for external people 

Order ID cards and access for externals/customers

1. Create a catalog service.
2. Allow the user to specify the details and the required access period in the request.
3. Check whether the user is a contractor and calculate the days the card must be active. Skip this step for full-time employees. 
4. Send the request for approval.
5. After approval, create a work order for automated fulfillment. 
6. Create the following service action to be used after the service is completed:

1. • ID card for external people - Change

Global intercompany services support

Request to create a new invoice or credit note

1. Create a catalog service.
2. Collect all necessary information from the user.
3. Create a ticket for fulfillment.

Local IT - Incident Support (specific to a location)

Request the IT department for help regarding systems issues, workplace support, devices, access cards, and so on.

1. Create a catalog service.
2. Allow the user to specify the type of request and a detailed description of the issue or request.
3. Create a work order for fulfillment.

Ariba Content Management

Request for support to create, update, or remove catalogs in procurement and create, update, and remove tiles in guided buying

1. Create a catalog service.
2. Allow only users with elevated permissions, such as Sourcing and Global Process Architects, to request the service.
3. Create a ticket for fulfillment.

Work from home furniture.

Request technical support for providing ergonomic furniture to the employees, such as chairs, tables, and lamps. 

1. Create a catalog service.
2. Allow the user to submit the request providing information such as location, furnishing options, and budget amount in the local currency.
3. Send the request for approval.
4. After approval, create a ticket for fulfillment.

Client VPN Block exemption

Request to allow acccess from blocked VPN client software on MWP (Windows only). 

1. Create a catalog service.
2.  Allow the user to specify whether the request is new or an extension of an existing request and provide all associated details.
3. Create a ticket for fulfillment.
4. Create the following service actions to be used after the service is completed:
   • Remove Client VPN Block Exemption

Apply for a corporate credit card

Request a corporate credit card (a part of HRSM onboarding tasks)

1. Create a catalog service.
2. Collect all required details from the user in the request.
3. Create a ticket for fulfillment.

Home office IT equipment

Order IT equipment and accessories for home offices and remote work, including monitors, keyboards, mice, webcams, and headsets. 

1. Create a catalog service.
2. Collect the contact information from the user in the request.
3. Create a ticket for fulfillment.

Office 365 for suppliers

Request access to Office 365 services for external third-party contract (TPC) supplier users

1. Create a catalog service. 
2. Send the request for approval.  
3. After approval, create a work order for fulfillment. 
4. Create the following service actions to be used after the service is completed: 

• 
  
  • Change Office 365 for Suppliers
  • Remove Office 365 for Suppliers 

Salesforce CRM

Request Salesforce CRM access (used by new Salesforce CRM users)

1. Create a catalog service.
2. Send the request for approval.
3. After approval, create a work order for fulfillment.

Request to the Contingent Workforce (CW) Admin

Raise a request to the HR for CW (contingent workforce) 

GitLab access

Request access to the GitLab repositories that belong to the organization.

1. Create a catalog service.
2. Allow the user to specify whether access is required as a Gitlab user or Gitlab group creator.
3. Send the request for approval.
4. After approval, create a work order for automated fulfillment. 
5. Create the following service actions to be used after the service is completed:
   • Remove Gitlab Access
   • Unblock Gitlab Access

SAP HANA DB access (non-Analytics) 

Request access to the listed HANA databases, revoke access, or add or modify roles in HANA DB for the user profile.

1. Create a catalog service.
2. Send the request for approval.
3. After approval, create a work order for fulfillment.
4. Create the following service actions to be used after the service is completed: 
   • Change SAP HANA DB Access
   • Remove SAP HANA DB Access

New CA certificate

Request a new certificate to encrypt and sign secure emails. Not to be used for renewal.

1. Create a catalog service.
2. Create a work order for automated fulfillment.

Exemption from Conditional Access

Request an exemption to access corporate resources on personal devices not managed by the organization.

1. Create a catalog service.
2. Send the request for approval.
3. After approval, create a work order for automated fulfillment.

SAB project support

Request to create or update the Service Area Build (SAB) Project to support project management activities.  

1. Create a catalog service.
2. Send the request for approval.
3. After approval, create a work order for fulfillment.

SCM Product Master Data portal

Request the upload or update of product master data in SAP SCM

1. Create a catalog service.
2. Send the request for approval.
3. After approval, create a work order for fulfillment.

Virtual card 

Request a virtual card based on location 

1. Create a catalog service.
2. Send the request for approval.
3. After approval, create a work order for automated fulfillment.

Software asset management (software request)

Requests for software for business requirements 

1. Create a catalog service.
2. Permit the user to submit a request for a specific software asset or license procurement.
3. Sends the request for approval.
4. After approval, create a work order for fulfillment.

Return computer or monitor for self or others

Return hardware to the hardware stock:

• When the user is leaving the organization
• When the user wants to return an unused asset
• When the user is moving to another country 

1. Create a catalog service.
2.  Collect all the required details from the user.
3. Creates a work order and verify the details.
4. Allow the user to return the physical assets.  

Resource Access Control Facility (RACFI)

Request to create a Resource Access Control Facility (RACF) user to access z/OS-based applications running on the mainframe infrastructure. 

1. Create a catalog service.
2. Send the request for approval.
3. After approval, create a work order for automated fulfillment.
4. If the request is not automatically fulfilled, create a work order for manual fulfillment.

Trade Compliance Global Trade Service (GTS) blocks

Request for release of GTS blocks and other software gateway blocks

1. Create a catalog service.
2. Collect information about the blocks from the user in the request.
3. Create a ticket for fulfillment.

Premium proposal application access

Request access to the software application for creating and tracking customer proposals.

1. Create a catalog service.
2. Send the request for approval.
3. After approval, create a work order for fulfillment. 

Manage Business Workflow support profile.

1. Create a catalog service.
2. Create a work order for fulfillment.

Mimer user access

Request appropriate roles to access software environments

1. Create a catalog service.
2. Send the request for approval.
3. After approval, create a work order for automated fulfillment.

Global Chronos access

Request access to the Project and Portfolio Management (PPM) tool  

1. Create a catalog service.
2. Allow the user to specify the functionality, the appropriate role, and the validity period when submitting the request.   
3. Send the request for approval.
4. After approval, create a work order for fulfillment.  
5. Create the following service actions to be used after the service is completed: 
   • Remove all roles from GCA
   • Remove specific role  from GCA

Network Channel – Incident reporting

Raise queries and report an incident  

1. Create a catalog service.
2. Allow the user to select the type of support needed.  
3. Create a work order for fulfillment.

Raise a Request with OMS 

Raise a request with an HR Organizational Management Specialist (OMS)

1. Create a catalog service.
2. Allow the user to submit a summary of the required request.
3. Create a ticket for fulfillment.

IT vulnerability assessment

Request to perform IT security assessments of single resources or large networks

1. Create a catalog service.
2. Allow the user to specify the category of support needed, the reason for the request, and other details.  
3. Create a work order for fulfillment. 

User permissions and role assignments

Request to add or delete user permissions and role assignments.  

1. Create a catalog service.
2. Allow the user to specify whether to add or remove permissions and include related information in the request.
3. Send the request for approval.
4. After approval, create a work order for fulfillment. 

Maintain price and cost master data. 

Request to add, remove, update, and maintain master data related to price and costs. 

1. Create a catalog service.
2. Make it mandatory for the user to upload a file containing the required changes to the master data before submitting the request.
3. Create a work order for fulfillment.

PPM Access 

Request access to the portfolio, program, and project management (PPM) application

1. Create a catalog service.
2. Send the request for approval.
3. After approval, create a work order for fulfillment.
4. Create the following service action to be used after the service is completed:  
   • Remove PPM access

SD - VISTA access

Request access to Power BI Dashboards

1. Create a catalog service.
2. Allow the user to select the dashboard and specify the access type and duration when submitting the request.
3. Send the request for approval.
4. After approval, create a work order for automated fulfillment.

Mobile voice and data service

Order a mobile voice and data subscription

1. Create a catalog service.
2. Collect information from the user, such as the country, the subscription type, voice, or both, or voice and data. 
3. Send the request for approval.
4. After approval, create a work order for fulfillment.
5. Create the following service actions to be used after the service is completed: 
   • Change - Mobile voice & data Service
   • Remove - Mobile voice & data Service

Connected supplier

Request access to the Supplier Purchase to Pay (SP2P) solution 

1. Create a catalog service.
2. Allow the user to select the environment and the role.
3. Send the request for approval.
4. After approval, create three work orders for fulfillment.

Manual assignments and mass uploads

Request by authorized requestors for SAP User Admin access

1. Create a catalog service.
2.  Allow the user to specify the type of request and the required operation, such as creating, deleting, or editing users, and provide the information in an attachment.
3. Send the request for approval.
4. After approval, create a work order for fulfillment.

Invoice Posting Correction/Adjustment

Request for a correction or adjustment in invoices 

1. Create a catalog service.
2. Allow the user to provide the reason for the correction in the request.
3. Send the request for approval.
4. After approval, create a work order for automated fulfillment.

Change service catalog items in the portal

Request to make changes to an existing catalog service 

1. Create a catalog service.
2. Allow the user to specify the service name and the required changes in the template provided.
3. Create a work order for fulfillment.

Mainframe product and document catalog

Request access to the mainframe product data management systems such as PRIM and ELIZA

1. Create a catalog service.
2. Send the request for approvals.
3. After approval, create a work order for automated fulfillment.