Service Catalog request fulfillment

When a user orders a catalog item, a request is created that follows a fulfillment process. A fulfillment process defines the steps to request approval, assign fulfillment tasks, and fulfill requests. Flow Designer flows, workflows, or execution plans are used to define fulfillment processes.

Preparing to fulfill catalog item requests involves the following activities.

• Set up fulfillment groups to assign to tasks.
• Define the fulfillment processes using Flow Designer flows, workflows, or execution plans.
• Assign the fulfillment process to catalog items.

Using Flow Designer flows

The Flow Designer application enables process owners to automate work, such as approvals, tasks, and notifications, without having to code. Build multi-step flows from reusable components. For more information, see Exploring Flow Designer.

Using workflows

Workflows provide greater flexibility than execution plans, which are linear. Workflows allow for different paths to the end of the process. For example, an approver can reject a request, ending the process. If the request is approved, the process continues through fulfillment to the end of the process.

Use the Workflow Editor to define fulfillment workflows. The Workflow Editor offers the following features.

• Edit workflows graphically.
• Modify activities and conditions.
• Define transitions between workflow activities.
• Summarize workflow progress through stages.
• Validate workflows to identify potential problems.
• Publish workflows for other users.

• Service catalog workflows
  Two service catalog workflows are provided in the base system. Use the Graphical Workflow Editor to modify the default workflows or to create additional service catalog workflows. Service catalog workflows support domain separation.
• Execution Plans
  An execution plan describes how a catalog item is procured, configured, and installed.
• Service Catalog checkout models
  The service catalog defaults to one-step checkout model, but also allows two-step checkout. Administrators and users with the catalog_admin role can enable and configure the two-step checkout model and control how the delivery address is populated.
• Create a catalog request from another flow
  You can create a catalog request to join the Service Catalog flow from a different flow. For example, from an incident flow, you can create a request, and associate the request with the incident. It helps you in tracking the requests associated with an incident and vice versa.
• Configure a parent mapping for a request
  You can configure a mapping that specifies the association between the parent record and the request record.
• State closure in the request fulfillment execution plan
  The state closure in the request fulfillment process of a catalog item depends on the status of the associated catalog tasks, request items, and the request. It is applicable only for execution flows.
• View request notifications
  View request notifications that are sent during specific events in a catalog request life cycle. These notifications are sent to various recipients including the Employee Center and ITIL users.