Video: An Introduction to Service Catalogue

ITSM Service Catalogue demo

See how the Service Catalogue can offer your users an ‘Amazon-style’ experience.  Sunrise’s Service Catalogue has been designed to address this issue and this short video demonstrates how:

The Sunrise Service Catalogue is designed to give a shopping cart view of data held within the ITSM system. The catalogue itself exists within a dashboard, usually within a self-service portal. There are two main ways to present data, you can present data in a list view or alternatively within a tiled view; this can be chosen by the individual user. If I want to see information on any product, I can simply click on the product, and the further information will be presented and I can then either close it down or add the item directly to the basket on this screen. In this particular example, we are pointing the service catalogue at the ‘product’ service within Sunrise. In order to add new data to the catalogue, we simply add the data directly into the service that we are pointing the catalogue at. In terms of navigation, you’ll notice on the left hand side that we can select between the different list values presented. Currently I’ve selected only show hardware. If for example I’m interested in mobiles as well, I can simply add that to the selection. Alternatively, we may wish to start again, so for example we can search for any IT services and again they’ll be presented in the centre of the screen. In addition to this, we have a quick and easy to use search bar, so if for example I was looking for iphones, I can simply type in iphone, hit search and the results will be presented back to me.

It’s also possible to sort the results, so currently we’re sorting by manufacturer but I want to sort by list price, I can simply select the drop-down, select my list price and the products will be sorted accordingly. You’ll notice that the cost of the product can be presented on the screen, this can be reviewed if you do not wish to show it. Once you’ve found the product you want to order, you simply select the quantity you need, select ‘add’, you’ll get a confirmation and it will be added to the basket. If I wish to, I can go back and select more items, so I can perhaps clear this search and add IT services, so we’re now going to go in and add wifi access to our order. You’ll notice now that as we go back into the basket, we can see the items that we’ve ordered, along with the line item costs and the total cost for this order. We do have an option to amend the order in this screen if we wish to do so. Once I’m happy I can then go on and confirm the order, so I click ‘checkout’, we get a final prompt where we can add any order notes and we then go on and raise a request. Once we’ve raised a request, we then get a confirmation screen, we can either close down this screen or browse to the request that we created. If we browse directly to the request, we can see that the correct products have been associated and we’re also recording here the total cost of the request.

At this point, Sunrise business rules could be used to automate common processes, so for example you might want to automatically create an approval task and email the person to request their approval.

As previously mentioned, this example is looking at the Sunrise products area, but it is possible to point the service catalogue at any relevant area of the system, so as a secondary example we could chose to point the service catalogue at the Sunrise service contract area. This would have the added benefit in that you could use the auto-filter feature to only present the end user with contracts and products that they have rights to see based on their department or customer membership.

For more information on how Sunrise can help you, please get in touch with a member of the team.