Service Catalogue

The service catalogue is the service offering part of service management. It is the backend of the services provided through the business catalog, i.e., the module where the administrator or catalogue manager defines and manages products or services. These configured items can be viewed, wish-listed, and requested by requesters (internal and external end-users).

A service catalogue is created to maintain a list of components offered as services to the end-user. Components can be used as support to enable services, not as a direct service.

Only authorized staff and users can access the catalogue and perform activities like viewing, adding, modifying, authorizing, and deleting records based on their role.

The administrator or catalogue manager uses a service Catalog to define and manage services, add service categories, and more. Other users can authorize and view catalogue information.

Infraon's Service catalogue offers options to create and publish products or services in detail with descriptions to facilitate structured content for the self-service framework.

What can you do here?

The Service Catalogue need not necessarily list only the IT components. There are other teams within the organization that provide services to employees, such as HR, Finance, etc. Any request from an end-user can be classified as a service. This includes a request for an email ID, information on HR policy, clarification on Salary Slips, etc.

Service Catalogue comprises

• Service

• Category of service

• Classification and child classification for each category

To define the audience, service owners, cost, and SLAs.

Before adding a Service

To add a service, the following must be defined.

• Catalogue - A branch or department offering the service within the organization. For example, the catalogue can include IT services, asset requests, HR services, admin services, etc.

• Category - Multiple categories within each catalog. For example, the IT Services catalogue can be split into categories like Desktop Servicing, Laptop Servicing, Components Servicing, etc.

• Classification - Classification for the specific service. For example, classifications can be made based on Desktop Brand or servicing needs such as Memory upgrade, Keyboard replacement, software requirement, and so on within the' Desktop Servicing' category.

• Service - The actual Service that is being offered. For example, servicing laptops/desktops, installation of MS office, mouse, offering HR services like HR letters, leave balances, request for a payslip, form 16 from the finance team, etc.

• Once all the above parameters are defined, click on the 'Add Service' button at the top right corner. The 'Add Service' form has four tabs.

  • Basic Information - Add basic service information like name, code, description, etc. Align the service to an existing catalogue or choose to add a new Catalogue, Category, or Classification.

  • Advanced Information - Add advanced information like cost, tag, overview, features, etc. Information added here enhances the user experience within the self-service portal.

  • Ownership - Assign service/business owners, reviewers, approvers, and service team. Define the audience by keeping the service open to all or limiting it to selected requesters/requester tags.

  • Service Template - Create a service template to ease the request for service.

Click 'Save.' It is recommended that you keep the service in the 'New' state and 'Draft' status for as long as necessary to define, review, and refine it to describe all service/product aspects to suit requirements.

Note: Service must be in 'Published' status to be available on the self-service portal (operational).

Instructions to 'Add a Service'

Click on the 'Add Service' button at the top right corner. The 'Add Service' page has four tabs. For information, refer to the table.

Basic Information | Advanced Information | Ownership | Test

Label	Action	Description/Example
Product Image*	Add an image of the product or an icon to denote service.	You can add an image using the drag & drop option or upload files in PNG, JPG, or JPEG formats.
Service Name*	Add a name for the service.	For example, Laptop Setup, MS Office installation, Mouse, etc.
Service Code	Add a service code.	The service code is used as an identifier. This can be defined based on organizational norms. For example, MS_Install, AntiV-Install, HR_Serv_001, E-Fin-01, etc.
Catalogue*	Select a catalogue to group the service.	Based on the type of service, select catalogue - IT, HR, Finance, etc. Use the 'New Catalogue' option to create a new catalogue.
Service Classification	Add service classification.	Based on the type of service, add service classification. Within the 'Desktop Servicing' category, classifications can be made based on Desktop Brand or servicing needs such as Memory upgrade, Keyboard replacement, software requirement, etc.
Service Description	Add a brief description of the service.	It is recommended to include a detailed description of the service to enhance the end-user's self-service experience.
Status	Select the status of the service	While adding a service, status can be selected as 'Definition - Open' till the service is ready to be published. The status must be moved to 'Published - Operational' to make it active.
Criticality	Select criticality of the status	Based on how critical the service is to the business, select the criticality level - 1 being business-critical and four low.

Once all the parameters are added, click 'Next' to add advanced information.

Basic Information | Advanced Information | Ownership | Test

Label	Action	Description/Example
Currency	Select currency (for cost) of the service/product.	Choose the currency (INR or USD) for the service/product cost.
Cost	Add the price of the service or product. Services must have an established cost, even if it is not charged to the requester.	If the cost entered is 100 and the currency is selected as USD, the cost of the service/product is taken as USD 100.
Purchase Required	Select if the selected service involves a purchase of a product	Select if the request involves purchasing a product (from the business side), i.e., if the request is for a keyboard and the technician must buy the same to fulfill the request.
Shipping Required	Select if the service involves the shipping of a product.	Select if the request involves the shipping of a product, i.e., Select if the request is for a keyboard and the technician is required to ship it to the requester.
Tag	Add tags for better classification.	Refer to the 'Tags' module for details.
Overview	Add an overview of the service/product.	The overview can include size, product measurements, version, or service descriptions.
Key Feature	Add key features of the product or service.	Key features can include the unique qualities of your product/service.
ServiceAvailability	Add details about the availability of service, if any.	Availability can be quality, time, or rating based on the service's performance, maintenance, security, and reliability. For products, availability can be the delivery time, performance capabilities, etc.
Additional Fields	Add details in the following fields: Product/Service Information, Value Proposition, Service Commitment, Training, Target Audience, Turnaround Time, and Business Processes Supported.	Additional details help requesters get a thorough understanding of the service/product listed.

Once all the parameters are added, click 'Next' to define ownership. The ownership tab determines service ownership and visibility.

Basic Information| Advanced Information | Ownership | Test

Label	Action	Description/Example
Service Visibility Section
Service Owner	Select an owner for the service or product.	The service owner is usually the person in charge of the service design.
Business Owners	Select an owner for the business offering the specified service or product.	Business owners are usually the decision-makers behind the service.
IT Owners	Select an IT owner for the specified service or product.	IT Owners are users from the IT team in charge of fulfilling the product or service deliverables selected.
User Tags	Select user tags, as applicable.	User tags are used as filters to control service availability. If HR services
Subscription List(s)
Subscribed All Requesters	Select this option to make the service available to all requesters.	To enable service for all requesters.
Requester Tag(s)	Select requester tag(s) to limit service availability	For example, HR services can be restricted to internal users by selecting the relevant tag. Or Region-based tags can be used to filter region-based services.
Requester(s)	Select tag(s) to limit service availability to selected requesters	This helps restrict service for selected users.

Once all the parameters are added, click 'Next' to define the incident template. Templates ensure information consistency and enable requesters to include all relevant information and create incidents quickly.

Basic Information| Advanced Information | Ownership | Service Template

Label	Action	Description/Example
Incident Summary Owner	Add a summary of the incident.	The incident summary acts as the mail subject when an incident is raised.
Incident Description	Add a brief description of the incident.	Include information that is mandatory to work on the incident.

Once all the parameters are added, click 'Submit.' The service is added under the selected category within Infraon. Service view can be switched between cards and grids to suit requirements. To see all catalogues within a category, click on the category name on the left. Catalogues, categories, and services can be edited and deleted using the respective icons.

Note: All the dependent categories and services are deleted if a catalog is deleted. Similarly, all dependent services are also deleted when a category is deleted.