Pre Release Announcement - Service Catalog in ServiceDesk Plus On-Demand

We are happy to inform you that this week, we would be releasing the Service Catalog functionality in ServiceDesk Plus On-Demand. This feature will be available only in the Enterprise Edition of the application. As with all our upgrades, this one too would not require any downtime of the application, so you will not be impacted in any way.

With the introduction of the Service Catalog, here are a few interesting features that customers can look forward to:

Service Listing: You can now create a standardized listing of services offered by your IT team in terms of Service Categories and Service Items( Templates) giving end users a complete view of the IT organization’s Request Fulfillment capabilities. You can define custom templates (forms)for each service offered. So all that the end user would need to do is just select the Service Category for their request and the appropriate Service Item available within a list.

Workflows and Approvals: Not only listing services, the Service Catalog also helps in automating the Request Fulfillment process by allowing you to define workflows for each service offered. You can now

Make use of the ‘multi stage, multi approver’ approval mechanism ( just like in the Purchase Order module) to add approvers for each service.
Define custom SLAs and escalations for each service.
Create tasks under each service and configure dependencies between them defining the execution sequence.
Auto Assign technicians by Round Robin or Load Balancing techniques as soon as all approvals for a Service Request are received.

Here are a few snapshots of what you can expect when the feature is released:

Please note that the below changes apply only to users of the Enterprise Edition of ServiceDesk Plus On-Demand. Subscribers in the Standard and Professional Editions would not see these changes in their UI.

Administrator Configurations

Enable Pre Configured Sample Templates for use in your account

When you click on ' Sample Templates' you will be prompted for a confirmation if you want to use pre configured templates. Clicking ' Yes' would include pre configured templates into your Service Catalog.

Defining the Service Catalog - Adding Service Categories and Service Items ( Templates)

Defining Workflows - Approvals, SLAs and Tasks

Technician/End User UI Changes

How does rolling out the Service Catalog impact my existing customizations and templates?

The ‘New Request’ button in the UI now becomes ‘Request Catalog’ which contains the Service Catalog templates . All existing request templates that are created by you will be moved under ‘Others’ in the Request Catalog . The Default template will now be called ‘ New Incident’.

This is shown in the screenshot below:

Service Request Templates Listing to Technicians and End Users

Clicking on the Request Catalog button would show the Request Templates to the technicians and end users.

We will notify you once we have rolled out the feature to the live environment. Should you have any questions , please mail us at sdp-ondemand-support@manageengine.com

Thanks

ServiceDesk Plus On-Demand Customer Support