Service Catalog Configuration

The service catalog is the showcase of IT services offered to organization users.

Difference with incidents

• Incident: Something isn't working
• Service request: User requests something planned

Service examples

• Access: Account creation, VPN access, application permissions
• Equipment: New PC, phone, additional monitor
• Software: Application installation, license
• Support: Training, user assistance
• Infrastructure: VM creation, disk space

Catalog benefits

• Clarity: Users know what's available
• Standardization: Uniform request process
• Autonomy: 24/7 self-service
• Traceability: All requests are recorded

Categories organize catalog services.

Access

Menu ITSM → Service Catalog → Categories

Create a category

1. Click "New category"
2. Fill in:
   • Name: Category name
   • Description: Content explanation
   • Parent category: To create a hierarchy (optional)
   • Icon: Representative icon
   • Display order: Position in list
3. Save

Typical structure

📁 Access and Identity
   ├── Account Creation
   ├── VPN Access
   └── Application Permissions
📁 Equipment
   ├── Workstation
   ├── Peripherals
   └── Telephony
📁 Software
   ├── Office Suite
   └── Business Applications
📁 Infrastructure
   ├── Virtual Servers
   └── Storage

Each service represents a concrete catalog offering.

Create a service

1. Menu ITSM → Service Catalog → Services
2. Click "New service"
3. Fill in the information

Service fields

• Name: Service title (e.g., "New PC Request")
• Description: Detailed explanation, conditions
• Category: Catalog placement
• Availability: Service active or not
• Requires approval: Yes/No
• Estimated timeframe: Expected processing time (hours/days)
• SLA: Associated SLA policy (optional)

Request form

Each service can have custom fields:

• Text fields: Justification, comments
• Lists: Choice among options
• Dates: Desired completion date
• Files: Attachments

Fields are defined in the request_data field (JSONB).

Some services require approval before processing.

Enable approval

When creating/editing the service, check "Requires approval".

Workflow with approval

NEW → PENDING_APPROVAL → APPROVED → IN_PROGRESS → COMPLETED
              ↓
           REJECTED

Who approves?

By default, the requester's manager. Configurable per service:

• Hierarchical manager
• Team lead
• Designated approver

Services without approval

For simple, no-cost services:

NEW → IN_PROGRESS → COMPLETED

The request is processed directly without validation.

Examples

The self-service portal allows users to access the catalog and submit requests.

User access

Users access the portal via the "Self-Service Portal" menu or dedicated URL.

Portal features

• Browse by category: Explore the catalog
• Search: Find a service by keyword
• Request: Fill in the form and submit
• Track: View request status
• History: View past requests

User experience

1. User browses the catalog
2. Selects desired service
3. Fills in the request form
4. Submits the request
5. Receives confirmation with tracking number
6. Can track progress in "My requests"

Notifications

User is notified:

• On request creation
• On approval/rejection (if applicable)
• When taken in charge
• On closure

Request list

Menu ITSM → Service Requests to view all requests.

Available filters

• Status: New, Pending, In Progress, Completed
• Service: Service type requested
• Assigned: Technician in charge
• Requester: User who made the request

Processing workflow

1. New: Request received
2. Pending Approval: If approval required
3. Approved: Manager validated
4. In Progress: Technician working on request
5. Completed: Service provided

Technician actions

• Take ownership: Assign to self
• Add comment: Communicate with requester
• Complete: Mark as fulfilled

Internal/external comments

• External: Visible to requester
• Internal: Visible only to IT team

Estimated timeframe

Each service has an estimated timeframe for processing:

• Displayed to user when requesting
• Used for performance reports
• Non-binding (indicative)

Request SLAs

For firm commitments, associate an SLA policy with the service:

• SLA delays replace estimates
• Escalation alerts apply
• Compliance reporting includes these requests

Tracking metrics

• Average processing time: By service type
• Request volume: By category, period
• Compliance rate: Requests processed on time
• Most requested services: Top 10

Optimization

Analyze metrics to:

• Identify services to automate
• Adjust timeframes if unrealistic
• Reinforce teams on saturated services
• Remove never-requested services