Professional Documents
Culture Documents
LANDesk Service Catalogue User Guide
LANDesk Service Catalogue User Guide
User Guide
This document contains information that is the proprietary and confidential property of LANDesk Software, Inc. and/or its affiliated companies ("LANDesk"). This document and its contents may not be disclosed or copied without the prior written consent of LANDesk. Nothing in this document constitutes a guaranty, warranty, or license, express or implied. LANDesk disclaims all liability for all such guaranties, warranties, and licenses, including but not limited to: fitness for a particular purpose; merchantability; noninfringement of intellectual property or other rights of any third party or of LANDesk; indemnity; and all others. LANDesk products are not intended for use in medical, life saving, or life sustaining applications. The reader is advised that third parties can have intellectual property rights that can be relevant to this document and the technologies discussed herein, and is advised to seek the advice of competent legal counsel, without obligation of LANDesk. LANDesk retains the right to make changes to this document or related product specifications and descriptions at any time, without notice. LANDesk makes no warranty for the use of this document and assumes no responsibility for any errors that can appear in the document nor does it make a commitment to update the information contained herein. Copyright 2010, LANDesk Software, Inc. and its affiliates. All rights reserved. LANDesk and its logos are registered trademarks or trademarks of LANDesk Software, Inc. and its affiliates in the United States and/or other countries. Other brands and names may be claimed as the property of others.
Contents
About this manual Documentation Configuration Before you begin Conventions LANDesk Service Catalogue What is the Service Catalogue? Service Catalogue concepts Accessing the Service Catalogue The Service Catalogue and ITIL ITIL method Non-ITIL method Maintaining the Service Catalogue Service Catalogue privileges Stages of maintaining the Service Catalogue Service Catalogue Contents Business or Technical Request Mode Bundles Catalogue Hierarchy Publishing Adding CIs to the Service Catalogue Defining Business and Technical Services Setting the Request Mode Creating Bundles Creating the Service Catalogue hierarchy Publishing the Service Catalogue Publishing the Service Catalogue from the group or role Publishing the Service Catalogue from the Services themselves Changing the queries used in Service Catalogue Enabling the Service Catalogue in Self Service Rebuilding the Service Catalogue search index Adding a shortcut to Service Catalogue Enabling the Request Service link Creating processes for Bundles Populating the bundle attribute Creating the Child Requests Avoiding re-authorising items in a bundle Using the Service Catalogue Using the Service Catalogue Index 5 5 5 5 5 7 8 8 9 9 9 9 11 12 12 13 13 13 13 14 14 14 16 17 18 19 20 20 22 23 24 25 25 26 28 29 30 32 35 36 37
4 Contents
Configuration
LANDesk Service Catalogue is highly configurable. This guide gives an overview of the functionality and the user interface for a typical user: any examples given are only representative of configured systems your own requirements may differ widely.
Conventions
This manual contains certain conventions and special symbols that are used throughout.
Keyboard
Information you enter using the keyboard is shown as Type or Enter followed by an example in bold text, for example: Type ABC-123. Keys you press for special functions are shown in capitals, for example SHIFT. When two function keys are pressed at the same time, for example both the CTRL key and the ALT key are pressed, this is shown as CTRL + ALT.
Mouse actions
Mouse actions are described as follows:
l l l l l
Click, where the left mouse button is used Right-click, where the right mouse button is used Point, where the cursor pointer is moved using the mouse Select, where the left mouse button is used to make a selection in a box Drag, where the left mouse button is pressed and held while the mouse is moved
Warnings
Warnings are used to indicate that it is possible that an action or lack of action will result in the loss of vital information in your application. For example: We recommend that you take a backup of your database before you make any changes to it.
Notes
Notes are used to provide additional information. For example: When you log a new Service Request, Service Desk automatically completes information such as your analyst name and the date and time.
Tips
Tips provide helpful hints or generally useful information. They may also provide a quicker way to do something. Alternatively, on the Analysts tab, right-click the relevant analyst, then click Delete.
Cross references
Cross references are used to indicate a pointer to further information. For example: For information about Service Catalogue privileges, see Service Catalogue privileges on page 12.
Screen Images
Screen images have been taken from Service Desk itself. They are provided to help you recognise the part of the application you are using. Because your system has been set up specifically for your organisation, the screen details you see may differ, particularly in the examples shown.
Text
Specific text that you must type is shown in bold, for example, User Name. Place holders that you must replace with your own text are shown italicised, for example User Name.
1
LANDesk Service Catalogue
This chapter describes the basic concepts of LANDesk Service Catalogue, including an overview of the separate components that comprise the application. You can find out about:
l l
Service Catalogue concepts on page 8 The Service Catalogue and ITIL on page 9
an administration component in the Service Desk console, which enables you to specify which services are available through the Service Catalogue, and which groups or roles can request them For more information, see Maintaining the Service Catalogue on page 11 features delivered through the Web Access platform that enable end-users to browse or search the catalogue and then request the services they want For more information, see Using the Service Catalogue on page 35
You can also extend the Service Catalogue by incorporating other Service Desk features, such as the integration with LANDesk Management Automation Platform (MAP) and LANDesk Management Suite. This can enable you to configure a system that automatically deploys a requested software service. You can also administer CIs and users from within a process to enable you to create new users and CIs, and also link them together as part of a process. For more information, see the LANDesk Service Desk Suite Designer Guide.
A Service Catalogue is a hierarchical list of all of the services that an organisation makes available to its end-users. It provides a single, customer-facing view of the services that are in use, and highlights which business processes they enable. Careful design of a Service Catalogue hierarchy, combined with publishing the different levels of the hierarchy to different groups and roles within your organisation, can help to ensure that people have the correct services that they need to do their jobs, without providing them with things that they don't need and you don't want to pay for. LANDesk Service Catalogue enables you to specify which CIs in Service Desk are part of the Service Catalogue, and then which CIs are Business Services and which are Technical Services. You can then build a Service Catalogue hierarchy and publish the different levels of the hierarchy to the appropriate groups and roles.
ITIL method
With ITIL, you would firstly define all of your Business Services those services that enable specific business functions, such as e-mail and payroll. You would then define which of these Business Services are available through the Service Catalogue.
Non-ITIL method
LANDesk Service Catalogue also supports working in a non-ITIL way. You may decide that you want to make specific CIs available through your Service Catalogue, rather than the more conceptual services demanded by ITIL. For example, rather than defining the Business Service "Office Tools", you could add specific applications such as a spreadsheet tool, a presentation tool, and so on. To help you to manage your Service Catalogue in whichever way you want, users with the Service Catalogue Administrator privilege (see Service Catalogue privileges on page 12) can change the query that is used to create the lists of CIs in the Service Catalogue component. For information about changing the queries used in the Service Catalogue component, see Changing the queries used in Service Catalogue on page 23.
2
Maintaining the Service Catalogue
This section describes how to maintain your Service Catalogue using the Service Catalogue component in the Service Desk Console. You can learn about:
l l l l l l l
Service Catalogue privileges on page 12 Stages of maintaining the Service Catalogue on page 12 Adding CIs to the Service Catalogue on page 14 Defining Business and Technical Services on page 16 Setting the Request Mode on page 17 Changing the queries used in Service Catalogue on page 23 Enabling the Service Catalogue in Self Service on page 24
Service Catalogue Administrator enables you to set the queries used in the lists in the Service Catalogue component (see Changing the queries used in Service Catalogue on page 23) Service Catalogue Manager provides access to the Service Catalogue component
Business or Technical
The Business or Technical tab enables you to specify which of the CIs in your system are Business Services (those services used by your end-users), and which are Technical Services (those services that are used by your analysts to provide the corresponding Business Service). For example, a common Business Service is E-mail, which would have many Technical Services required to deliver it, such as software, servers, network hardware, and so on.
Request Mode
The Request Mode tab enables you to specify which of the Services in your system can be requested only once by each user through the Service Catalogue, and which can be requested many times. For example, a specific software program might be available for each user only once, whereas requesting access to different shared network drives could be requested many times.
Bundles
The Bundles tab enables you to group services together into a Bundle, which can then be requested by end-users as a single item from the Service Catalogue.
Catalogue Hierarchy
The Catalogue Hierarchy tab enables you to define the structure that is used to display the Service Catalogue to end-users. You can build a hierarchy with many levels and allocate your services to these levels to help your end-users to find the items that they require more easily.
Publishing
The Publishing tab enables you to define which groups and roles have access to which services in the Service Catalogue. This enables you to control access to the different services, so that services are available only to those users who are entitled to them.
The Available CIs and Service Catalogue Contents option buttons enable you to change the contents of the list on the right of the screen between those CIs that are available to be added to the Service Catalogue and those that are already in the Service Catalogue. In this way, you can move CIs in and out of the Service Catalogue. 2. Select the Available CIs option button. The list on the right shows those CIs that are available to be added to the Service Catalogue. 3. Select the CIs from the list that you want to add to the Service Catalogue. You can select multiple CIs by holding CTRL and clicking, or select a range of CIs by holding SHIFT and clicking. You can reduce the number of entries in the list using the Filter panel, as for other queries. 4. In the Actions list, click Add Selected. The selected items are added to the Service Catalogue and disappear from the list. 5. Click the Service Catalogue Contents option button. The items that you added to the Service Catalogue are in this list. You can remove items from the Service Catalogue by selecting them in this list, then clicking Remove Selected in the Actions list.
The Business Services and Technical Services option buttons enable you to change the contents of the list on the right of the screen between those CIs that are Business Services and those that are Technical Services. In this way, you can change CIs between being Business Services or Technical Services. 2. Select the Business Services option button. The list on the right shows those CIs that are Business Services. 3. Select the CIs from the list that you want to make Technical Services. You can select multiple CIs by holding CTRL and clicking, or select a range of CIs by holding SHIFT and clicking.
You can reduce the number of entries in the list using the Filter panel, as for other queries. 4. In the Actions list, click Make Selected Technical Services. The selected items are changed to Technical Services and disappear from the list. 5. Click the Technical Services option button. The items that you made Technical Services are in this list. You can make items in the Technical Services list into Business Services by selecting them in this list, then clicking Make Selected Business Services in the Actions list.
The Multiple Instances and Request Once option buttons enable you to change the contents of the list on the right of the screen between those services that users can request multiple times (directory access, for example), and those that can be requested only once (a desktop computer, for example).
2. Select the Multiple Instances option button. The list on the right shows those services that requested multiple times. 3. Select the services from the list that you want to allow users to request multiple times. You can select multiple CIs by holding CTRL and clicking, or select a range of CIs by holding SHIFT and clicking. You can reduce the number of entries in the list using the Filter panel, as for other queries. 4. In the Actions list, click Make Selected Once Only. The selected services can be selected multiple times. 5. Click the Request Once option button. The services that you made request once are in this list. You can make these services into multi-select services by selecting them in this list, then clicking Make Selected Multi Selectable in the Actions list.
Creating Bundles
The Bundles tab enables you to group services together into a Bundle, which can then be requested by end-users as a single item from the Service Catalogue. To create a Bundle: 1. Click the Bundles tab.
2. In the Actions list, click New Bundle. The New Bundle window appears. 3. Complete the required fields, then click OK. The Bundle is added to the Bundles tree.
You can modify the Bundle window using Window Manager to edit the Configuration Management\Bundle window. 4. Select the Bundle that you want to add services to in the Bundles tree. 5. Select the services that you want to add to the Bundle in the list, then in the Actions list, click Add Selected. The services are added to the Bundle in the Bundles tree. You can remove items from a Bundle by selecting them in the Bundles tree, then clicking the Remove From... action.
2. Select the level in the Hierarchy tree where you want to add a new level, then in the Actions list, click New Level. The New Level window appears. 3. Type a name for the new level, then click OK. The new level is added to the hierarchy.
When you have created the hierarchy, you can add the appropriate services to the required level. Each service can occupy only one place in the hierarchy. To populate the Catalogue Hierarchy: 1. In the Hierarchy tree, select the level that you want to populate. 2. In the list of services, select the services that you want to add to the selected level. You can select multiple services by holding CTRL and clicking, or select a range of services by holding SHIFT and clicking. 3. In the Actions list, click Add Selected. The selected services are added to the hierarchy level. After you have added items to the Hierarchy, you can move them to different places within the tree by dragging them. You can also drag Hierarchy folders to different positions in the Hierarchy tree. The following icons are used in the Hierarchy tree: a Business Service a Technical Service an item that is not added to the Service Catalogue
To publish the Service Catalogue to different roles and groups: 1. Click the Publishing tab.
2. Click the Groups or Roles sub-tab, as required. The Services by Group or Services by Role tree appears.
3. In the tree, select the group or role that you want to publish to, then in the Actions list, click Publish. The Publish to Service dialog appears.
4. Select the check boxes on the required nodes in the tree, then click OK. The services that correspond to the selected levels in the hierarchy appear in the list on the right of the Publishing tab. When you select a level in the hierarchy, all of the sub-levels beneath it are also selected. You can unpublish items from the Service Catalogue by selecting them in the list, then clicking Unpublish in the Actions list.
3. In the Groups and Roles tree, select the group(s) and role(s) that you want to publish the selected services to. Select the Publish to All check box if you want all groups and roles to have the service published to them. 4. Click OK. The services are published as required, and the lists on the Services tab update.
To select the query for the tab: 1. Make sure you are in a group or role that has the Service Catalogue Administrator privilege, and display the required tab in Service Catalogue. 2. Right-click the tab, then click Select Query.
3. Select the required query, then click OK. The list changes to match the selected query.
For information about setting the locations of the indexes for the search data, see the LANDesk Service Desk Setup Guide. To specify the CIdata that appears in the Service Catalogue: 1. In Object Designer, expand the Configuration Management branch of the Business Objects tree. 2. Open the Configuration Item object, or the specific sub-folder of Configuration Item that you want to enable searching for. 3. In the Properties grid for the object, set Is Knowledgeable? to True. A new property, Search Type, becomes available. 4. In the Search Type property, select the required search type: Knowledge the object is available in the standard knowledge base search only Service Catalogue the object is available in the Service Catalogue search only All the object is available in both searches 5. In the Attributes tree, select the attributes that you want to search for, then in the Properties grid set Search Type to Is Natural Language. 6. Set the Search Type for any other attributes that you want to search for, then click .
To add a shortcut to Service Catalogue: 1. Log in to Self Service. 2. Right-click the navigation bar, then click New group. The New shortcut group dialog appears.
3. In the Group title box, type the text that you want to appear on the group. For example, Service Catalogue. 4. In the Group tooltip box, type the text that you want to appear as a tooltip when you hold the mouse over the group. 5. Select the Is system group? and Publish to all? check boxes as appropriate. 6. From the Image strip, select the image that you want to use on the group, then click OK. The group is added to the navigation bar. 7. In the browser's web address field, type: http://servername/WebAccess/ss/search/search.rails?search_ type=ServiceCatalogue where servername is the name of the Web Access web server. The Service Catalogue appears. 8. Right-click the group that you created above, then click Replace this shortcut group with current page. The Service Catalogue is associated with the group on the navigation bar.
This means that to make the Request Service links appear in the Service Catalogue, you need to associate a process with each service that you want your users to be able to request. You may need to add the Process (and Template) fields to your Service windows before you can do this. To add the Process and Template fields to the Service windows: 1. In Window Manager, open the appropriate Configuration Management\Configuration Item window. There are separate objects for each CI Type, such as Configuration Management\Workstation. Also, the Service and Asset windows are found under the Asset Management branch. 2. From the Attributes tree, add the Lifecycle relationship to the window.
Lifecycle is the internal name for the object that stores the process name. 3. 4. 5. 6. From the Attributes tree, add the Template relationship to the window. Name the fields Request Lifecycle and Request Lifecycle. Arrange the fields on the window as required, then click . Repeat for the windows for the other services that are provided using Service Catalogue.
The Request Service link appears in the Service Catalogue in Web Access for services that have processes associated with them. You associate processes with a service using the Configuration Management component. To associate a process with a service: 1. Start the Configuration Management component. 2. In the Configuration Items tree, select the service that you want to associate a process with, then in the Actions list, click Modify Configuration Item. The window for the CIappears. 3. In the Request Lifecycle list, select the Request Management process that you want to use when a user requests this service using Service Catalogue. 4. Optionally, in the Request Template list, select the Request Management template that you want to use to populate some of the fields on the Request window when a user requests this service using Service Catalogue. 5. Click . The changes are saved, and the Request Service link appears in Service Catalogue for this service. 6. Repeat for the other services. When a user clicks the Request Service link in Service Catalogue, the initial window for the process associated with the service appears, with the following fields completed:
l
Requested For completed with the value set in the Request For field in Service Catalogue (see Using the Service Catalogue on page 36) Configuration Item completed with the selected service
You can use Templates and Copy Rules to populate other fields on the window automatically. For more information, see the LANDesk Service Desk Suite Designer Guide.
Service Item select every Configuration Item in the Bundle Request Type select the Catalogue Hierarchy for every Configuration Item in the Bundle Process select the Lifecycle for every Configuration Item in the Bundle
The CIs in a bundle are stored in a collection called Catalogue Items, which is a relationship to the linking object called Config Item Bundle. This means that the value type you need to select for the Service Item is _Bundle/CatalogueItems*/ConfigItem. Because we are going to complete the Service Item field on the Child Requests with a value type that is based on the Bundle object, we need a separate automatic action that populates the Bundle field with the name of the bundle that was selected in the Service Item field on the Parent Request. This automatic action goes before the automatic action that creates the Child Requests. In summary, we need two automatic actions to create the Child Requests: 1. The first populates the Bundle field on the Parent Request with the bundle selected as the Service Item on the Parent Request. Because these attributes are of a different data type, this is done using a calculation. 2. The second populates the Service Item, Request Type, and Process fields on the Child Requests with the required values for each of the CIs in the bundle. This is done using a value type.
Lines 3 and 4 of this calculation are indented with one space; line 5 is indented with two spaces; line 6 is indented with three spaces; and the final line is not indented. This calculation sets the value of the Bundle field to the value selected in the Service Item field on the Request window, if the Service Item selected is a bundle. This calculation works by setting the value of the Bundle field to null (empty). Then, if the value of the ConfigItemRequested field on the Request is not null, it checks to see if the Name of the Class for the ConfigItemRequested field is set to Bundle. If it is, this means that the ConfigItemRequested is a bundle (the ConfigItemRequested is stored in the Service Item field on the Request window). If the calculation determines that the ConfigItemRequested selected is a bundle, then the calculation sets the value of the Bundle field to be the value selected in the Service Item field on the Request window.
8. Click OK. The Control Value Selection dialog closes. _Bundle/CatalogueItems*/ConfigItem appears in the Service Item field. 9. Similarly, set the Request Type field to use the value type: {_Bundle/CatalogueItems*/ConfigItem/CatalogueHierarchy} The * after CatalogueItems shows that the Select ALL collection items? check box has been selected to choose all of the items in the collection of Catalogue Items. 10. Similarly, set the Lifecycle field to use the value type: {_Bundle/CatalogueItems*/ConfigItem/Lifecycle} The Lifecycle field might not be on the window, in which case use Window Manager to add it while you do this design. Because the paths set for the Request Type and Lifecycle fields are based on the path set for the Service Item field, Service Desk knows to create only one Child Request for each Service Item. Service Desk then matches the value types for the Request Type and Lifecycle fields to for each Child Request as appropriate.
11. Set any other value types or static values that you require for the Child Request, then click OK on the Request window. 12. Link the Create Child Request automatic action after the Populate Bundle Attribute automatic action.
13. Complete and save the rest of the Bundle process as you require. If a bundle includes a CI that does not have a lifecycle set for it, you will receive an Object Reference Not Set to an Instance of an Object error. Make sure that all services that are available through the Service Catalogue have a lifecycle associated with them.
For more information about Object Designer and Process Designer, see the LANDesk Service Desk Suite Designer Guide.
3
Using the Service Catalogue
This section describes how end-users can access the Service Catalogue through LANDesk Self Service. You can learn about:
l
The Catalogue Hierarchy appears on the left, so that users can browse for the service they require. Above the Catalogue Hierarchy is a search field that enables users to search for services in the selected part of the hierarchy. You can use * to identify wildcards in these searches. To the right of the search field is a Request For list, which enables you to request a service on behalf of a user who you are the manager of. You set the Manager for a user using the Analyst or End User window in the Administration component. To the right of the Catalogue Hierarchy is the list of services that match the criteria you have specified. To view more details about a service, click its entry in the list. To request an item, click Request Service to log the appropriate service request. The appropriate Request window appears with the Requested For field completed with the value set in the Request For field, and the Configuration Item field completed with the name of the selected service. The list of matching services may have been configured to display more information when you click in the required row. You can also use the left and right arrow keys to expand and close the additional information.
Index
A
adding CIs to Service Catalogue authorisation bundles 32 14 Lifecycle for a service lists CI lists in Service Catalogue 32 30 18 29 28 16 privileges Service Catalogue processes bundles services 19 publish Service Catalogue 23 queries 30 changing for Service Catalogue privilege 14 15 rebuilding Service Catalogue search index 18 30 19 removing CIs from the Service Catalogue Request Mode request once services Request Service link 20 role publish Catalogue to 20 15 17 17 26 25 23 12 20 28 26 12 multi-select services 23 26 ITIL
I
9
B
bundles avoiding re-authorising child requests creating populate bundle attribute processes Business Services
M
17
C
categories Service Catalogue hierarchy changing queries for Service Catalogue child requests bundles CIs adding to Service Catalogue removing from the Service Catalogue creating bundles child requests for bundles hierarchy
G
group publish Catalogue to
H
hierarchy Service Catalogue 19
38 Index
S
search index rebuilding selecting queries for Service Catalogue Self Service enabling Service Catalogue Service Catalogue concepts in Self Service shortcut using Service Catalogue Administrator privilege services processes requesting shortcut Service Catalogue 25 12 8 26 26 8 24 25 36 24 23 25
T
Technical Services 16
U
unpublish Service Catalogue 20
V
value types creating child requests 30