This document discusses how to build an effective service catalog for managing IT services. It outlines how to structure the service catalog with folders, categories and business units. It also describes how to build individual services, including using bundled services, service option groups, and forms to capture request details. The document reviews service catalog approval and fulfillment processes and recommends related training sessions.

1. Pre-Con Ed: CA Service Management:
Building an Awesome Catalog of
Services People will Want to Use
Gary Eisenhuth
Sr. Services Architect – CA Technologies
AMX34E
AGILE MANAGEMENT

2. 3 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
© 2016 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type of
warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
For Informational Purposes Only
Terms of this Presentation

3. 5 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Agenda
OVERVIEW OF SERVICE CATALOG STRUCTURE
HOW TO BUILD A SERVICE
BUNDLED SERVICE EXAMPLE
EXAMPLES FOR BUILDING FORMS
SERVICE CATALOG APPROVAL PROCESS
SERVICE CATALOG FULFILLMENT PROCESS
1
2
3
4
5
6

4. 6 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Service Catalog Organizational Structure
 Starts with the Service Provider at the top level
– The Service Provider as set at installation
 Additional BUs can be added to serve as a Super BUs under the Service
provider which provide services to Business Units under them
Business Units Organization
Service Provider
(Domain)
Business Unit
Super Business
Unit
Super Business
Unit
Business Unit
Business Unit Business Unit Business Unit Business Unit

5. 7 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Service Catalog Structure
 The Service Catalog is a portfolio of Services Offerings
 Service Offerings can be organized into categories (folders)
and sub-categories (sub-folders)
 Permissions can be set by Business Unit, Folder and Service
Offering level
 Service Offerings can also be made available or not available

6. 8 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Service Catalog Service Offering Hierarchy
Folder
Service
Service Option
Group
Service Option
Service Option
Elements

7. 9 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
What makes up a Service
 A Service Offering is found under a folder or sub-folder
 A Service Offering is associated with one or more Service Option Groups
 A Service Option Group contains one or more Service Options
 A Service Option Group contains Service Option elements
 A Service Option can have different Service Option elements that define it
– For example, text field, image, request form, cost, description, categorization,
keywords, etc.
Service Structure and Hierarchy

8. 10 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Example Service Offerings Types
Bundled Service
Simple Service

9. 11 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Service Catalog Request Forms
 Used to gather information related to the service option
 Allows you to validate information before the request is
submitted
 Java script allows you to dynamically display and hide fields
on the form
 Data report objects allows you to populate data from a
database in the form
Design Forms that are easy to use and understand for your end users

10. 12 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Service Catalog Form Elements
These are the available
form elements that can
be dragged and dropped
onto the Request Form
when designing the form

11. 13 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Service Catalog Approval Processes
 No Approval
– Requires no approval on submit status goes directly to Approval Done
 System Approval
– Compare the approval level defined for the Service to the Requested For User
and Manager hierarchy if required
 Workflow Approval
– Uses CA Process Automation to determine the approval process
 Policy Driven Workflow
– Uses a policy to determine the approval process for requests based on
conditions and attributes of the Service
Types of Approval Processes

12. 14 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Service Catalog Fulfillment Processes
 Complex Fulfillment
– Based on the current status of the service option and a new status being
assigned the next step in the fulfillment process is determined
 Simple Fulfillment
– Single phase of fulfillment request is assigned to single person or group for
completion
 Service Desk Manager
– Opens a Service Desk ticket for fulfillment
Types of Fulfillment Processes

13. 15 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Recommended Sessions– Allen to add Session # and final Session title
SESSION # TITLE DATE/TIME
AMX31E
Hands-on Lab: Building Advanced Dashboards with
Xtraction for CA Service Management
11/15/2016 at 10:15 am
AMT05S CA Service Management: Vision & Roadmap 11/16/2016 at 12:30 pm
TBD
Case Study: Using Process Automation to Deliver
Services Faster in Service Catalog (awaiting Brand
approval)
11/16/2016 at 3:45 pm

14. 16 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Must See Demos
Service Desk
and Support
Analyst xFlow
Experience
Software and
Hardware Asset
Management
Request
Management
and Self-service
Management
Insights –
Reporting and
Dashboards

15. 17 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Questions?

16. 18 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Thank you.
Stay connected at communities.ca.com