Setting Up A Service Catalog For Your Remote Workforce With ServiceDesk Plus
Setting Up A Service Catalog For Your Remote Workforce With ServiceDesk Plus
Session 2: Setting up a service catalog for your remote workforce with
ServiceDesk Plus
What is a service catalog?
A service catalog is the list of services and offerings available for the employees of an
organization. Through the service catalog, the user can quickly narrow down the
services they are looking for. The various components of the service catalog include
category, description, availability, SLAs, owner, and costs.
How to set up a service catalog using ServiceDesk Plus?
Process Features
Create a service request ● Custom service categories
1. Raise a service request with ● Service template configuration
employee details such as resource and customization
type, job function, device types, level ● User groups
of access, and more. ● Field and Form Rules
● Service catalog customization
Initiate multi-stage approval ● Multi-stage approval through
2. Trigger pre-configured 5-stage service template workflow
approval process configured for ● User/Role-based approval
stakeholders and other users. ● Manual approval process in
requests
● Backup approver
● Approval reminders
● Zia to perform approval action on
requests
www.servicedeskplus.com
Assign tickets and trigger tasks ● Business Rule actions
3. Automate ticket routing to ● Technician auto-assign
technicians and/ support groups ● Service template to configure
and trigger relevant tasks . technician/support group
● Set up tasks through service
template workflow
● Trigger tasks through workflow or
manually in requests
● Mark and assign tasks to
technicians
● Configure task dependency
Set SLA in motion ● Set up multiple SLA for service
4. Configure and associate multiple requests
service SLAs with requests to allow ● Associate user groups with SLAs
end users choose the required SLA. ● Assign OLAs to internal groups
Ensure proper communication ● Email or SMS notification through
5. Keep all the stakeholders and end business rules
users informed about the progress ● Notifications through custom
of the request resolution process triggers
● Notification rules
● Notifications through request life
cycle
Active Directory Management ● Integration with other IT
6. Ensure employees are added to the management tools from
organization's Active Directory; ManageEngine
initiate mobile device management. ● Enable custom actions for
service templates
Continuously improve ● Request dashboard
www.servicedeskplus.com
7. Generate reports on your service ● Out-of-the-box reports
desk performance to gauge the ● Custom reports
effectiveness of your service catalog ● User survey
and improve accordingly.
If you need a free consultation to learn how you can leverage the various features and
capabilities of ServiceDesk Plus to set up a service catalog effectively, please write to
us at [email protected].
For more information about ServiceDesk Plus
Admin guide
Help videos Pitstop
Cloud On-premises
www.servicedeskplus.com