Scribd Logo
Upload

Welcome to Scribd!

  • Setting Up A Service Catalog For Your Remote Workforce With ServiceDesk Plus

    Uploaded by

    Hadd
    59 views3 pages
    This document discusses how to set up a service catalog in ServiceDesk Plus. It defines a service catalog as a list of services and offerings available to employees. The document then outlines a 7 step process for setting up a service catalog using ServiceDesk Plus, including creating service requests, implementing approval workflows, assigning tickets and tasks, setting SLAs, notifications, integrating with Active Directory, and generating reports for improvement.

    Original Description:

    Original Title

    Setting up a service catalog for your remote workforce with ServiceDesk Plus

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    This document discusses how to set up a service catalog in ServiceDesk Plus. It defines a service catalog as a list of services and offerings available to employees. The document then outlines a 7 step process for setting up a service catalog using ServiceDesk Plus, including creating service requests, implementing approval workflows, assigning tickets and tasks, setting SLAs, notifications, integrating with Active Directory, and generating reports for improvement.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    59 views3 pages

    Setting Up A Service Catalog For Your Remote Workforce With ServiceDesk Plus

    Uploaded by

    Hadd
    This document discusses how to set up a service catalog in ServiceDesk Plus. It defines a service catalog as a list of services and offerings available to employees. The document then outlines a 7 step process for setting up a service catalog using ServiceDesk Plus, including creating service requests, implementing approval workflows, assigning tickets and tasks, setting SLAs, notifications, integrating with Active Directory, and generating reports for improvement.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    of 3

    ServiceDesk Plus Masterclass 2020 

    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     

    You might also like