CSDM - Catalog items

[SaiRohithP]

HI Team ,

I have collected Service and offerings from different departments and implemented in incident management.

I need help in implementing service and offering for Service request management, my idea is catalog item is connected to service or offering in backend and when catalog item is submitted , RITM generated would have service and offering linked to catalog item but I am not able to find a way to link catalog item to service or offering ? I believe there should be some way , if not then why is CSDM for service catalog ?

[Hemanth M]

Hi @SaiRohithP ,

There are couple ways to do it - one of this under 1) CSDM > Technology Request Catalog (this is for the technology Management offerings)

2)CSDM > Business Request Catalog (this is for the Business Service offerings)

Hope it helps!

[Mathew Hillyard]

Hi @SaiRohithP  @Hemanth M 

These modules refer to the Available for Subscribers table that appears in the related lists for a Catalog Item - there are many available for related lists (users, groups etc). Note that not all of these related lists appear OOTB - you may have to select Configure > Related Lists to add them.

The Available for Subscribers table is intended to enable you to define the audience for the Service Offering - meaning that each User who requests the Catalog Item is identified as a Subscriber to that Service Offering. The main benefit of this is the ability to create targeted communications to Subscribers only - so for outages, planned maintenance etc, you no longer have to email the entire organisation, only the subscribers.

I hope this helps!
Mat

[Damhoej]

If you use Service Builder you just select the catalog items that are related to the offering. Service Builder will then connect to the correct item.
An example is a service called "server Management"
IT has multiple offerings. 
Some for incident and some for requests:

Linux MGMT is for incidents on Linux Server

Windows MGMT is for incidents on Windows server

Request new Server is for requesting a new server (in the variables you select the operating system)

Reinstall server is the request for reinstalling a specific server

Decom Server is the request for decommissioning a server.

So in thes example you have 1 service with 5 offerings that links to incident or request process

[Damhoej]

If you use Service Builder you get the choice of connecting a catalog item to the offering. In that way it is linked and can be used for reporting etc.

So as an example you can have:

Service: Server Management

Service Offerings for Incident:

Linux Server MGMT

Windows Server MGMT

Service Offerings for Request MGMT:

Request new Server

Reinstall Server

Patch Server

Decommission Server

Then you connect the catalog item to the offering in Service Builder and you have the right connection