CA Service Management - 14.1

17.3 17.2 17.1 14.1
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Create a Simple Service

This scenario illustrates how service design managers create a simple service by copying predefined service option groups and forms and customizing the copied objects. Creating a service in this manner is more efficient than creating and configuring the objects that comprise the service. You can use this scenario as a model to create a simple service.
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This scenario illustrates how service design managers create a simple service by copying predefined service option groups and forms and customizing the copied objects. Creating a service in this manner is more efficient than creating and configuring the objects that comprise the service. You can use this scenario
as a model
 to create a simple service.
This scenario focuses on the onboarding of a new employee into the Field Services group in your organization. For a use case other than new hire onboarding, search the catalog for the service that most closely matches the service that you want to create. For example, to create a service for reserving a virtual machine using Reservation Manager, review services in the Reservation Services folder.
The predefined service in this scenario is a simple, on-premise enterprise service named New Hire Onboarding. You use it to create a similar service for the Field Services group. In this scenario, you optionally configure default options so that users can request the service with little to no effort or input. Creating simple services in this manner reduces user errors and increases efficiency, especially for users submitting requests from mobile devices.
If you already have multiple forms with the same _id value, do not associate such forms to a single Service Option. Having multiple forms with the same _id value in a single Service Option can cause validation errors.
Follow these steps:
Step 1 - Create the Service Option Group for the Form
As a best practice, copy predefined objects and customize the copies, rather than changing predefined objects.
Follow these steps:
  1. Click
    Catalog
    ,
    Service Offerings
    .
  2. Click the
    Option Group
     tab.
  3. Select the group
    New Hire Onboarding
     and perform the following actions:
    1. Click the Copy icon.
    2. Click the Paste icon (
      not
      the Paste as Inherited icon).
    3. Specify New Hire Onboarding for Field Services Only in the prompt for the name of the new option group.
  4. Select the copy of the service option group and perform the following actions:
    1. Click the Definition tab.
    2. Click the Delete icon to delete this form from the service option group.
      This action deletes the form from this service option group
      only
      . The form still exists in any other service option groups that include it, and in the Form Designer folder.
Step 2 - Review and Copy the Form
All services include at least one predefined or custom form to record and process essential information from the user requesting the service. In this scenario, you review and copy the predefined form included with the standard New Hire Onboarding service. Afterwards, you modify the copied form for use in the New Hire Onboarding for Field Services Only service.
Follow these steps:
  1. Copy the New Hire Onboarding form, as follows:
    1. Click
      Catalog
      ,
      Forms
      .
    2. Expand the
      Forms
      ,
      CA Catalog Content
       folder in the Component Tree.
    3. Select the
      New Hire Onboarding
       form.
    4. Click the Copy icon.
  2. Select the top level of the Forms folder and complete these actions:
    1. Click Add and create a subfolder named Custom.
    2. Select the Custom folder and click Paste.
      The new form appears; its name includes the "copy of" prefix
      .
       The copied elements under the copied form are
      not
      renamed.
        When you copy the form from one business unit to another, the pasted form, including all elements under it, belong to the business unit of the destination folder.
    3. Select the form and click Rename.
    4. Enter the new name as New Hire Onboarding for Field Services Only. Click OK. The name must be unique within its business unit.
Step 3 - Modify the Form
Modify the form that you copied by adding a unique field for Field Services
.
Follow these steps:
  1. Expand the New Hire Onboarding for Field Services Only form.
  2. Copy the Additional Info field, as follows:
    1. Select the Additional Info field in the tree, and click the Copy icon. The Copy icon appears near the top left of the screen, in the row of form tools under the main menu and tab names.
    2. Select the name of the New Hire Onboarding for Field Services Only form in the tree. Click Paste.
    3. Enter a unique ID (for example, field_services_group_id) in the _id field in the right pane.
    4. Click Save.
  3. Rename the new field, as follows:
    1. Select the field and click Rename.
    2. Enter the new name as Field Services Group ID. Click OK.
The new field is renamed. The Field Services managers can use this field to assign new employees to a group in the organization.
Step 4 - Add the Form to the Service Option Group
Add the new, modified form to the New Hire Onboarding for Field Services Only service option group. Later, you add this service option group to the New Hire Onboarding for Field Services service.
Follow these steps:
  1. Click
    Catalog
    ,
    Service Offerings
    .
  2. Click the
    Options Group
     tab.
  3. Select the group named New Hire Onboarding for Field Services Only. Perform the following actions:
    1. Click the Definition tab.
    2. Click
      Add Option
      .
      The Service Option Details tab appears and lists the service option elements in the group.
    3. Enter a meaningful name for the service option. Example: New Hire Onboarding Form for Field Services Only.
  4. Scroll to the Form field and click Add.
  5. Complete the fields in the Service Option Element Definition, as follows:
    1. Specify meaningful text In the Display Text field. Describe the purpose of this form.
      This text appears to the user as a description for the form when administrators view this service option group in the catalog.
    2. Click the Search icon in the Form Name field.
    3. Navigate through this form tree and select the New Hire Onboarding for Field Services Only form.
    4. Click the Select Form button.
  6. Click Update.
    The Service Option Element Definition dialog closes. You return to the Service Option Details tab.
  7. Scroll to the bottom of the tab and click Save.
  8. Scroll to the top of the tab and click Return to Service Option Group.
Step 5 - Create the Service and Customize the Details
You create a service to contain one or more service option groups. Specify the details of how and when catalog users can request the service. In this scenario, you create and configure a service to contain the service option group that you created previously (New Hire Onboarding for Field Services Only).
Follow these steps:
  1. Click
    Catalog
    ,
    Service Offerings
    .
  2. Expand the
    Personnel Services
     folder in the tree and select the
    New Hire Onboarding
     service.
  3. Click the Definition tab to view the service option groups. In this scenario, you use the same service option groups in your new service.
  4. Select the
    Personnel Services
     folder, and click
    Add
    ,
    Offering
    .
  5. Enter the name of the new service as New Hire Onboarding for Field Services Only.
  6. Complete the following fields on the Details tab of the new service, and click Save:
    • For Description, specify Onboards new employees in the Field Services group.
    • Complete the fields in the Availability section, and click Save.
      The service becomes visible and users can request it only on the date that you specify in the Available On field.
  7. Complete the following fields as shown, and click Save:
    • For User Request Method, verify that One-Click Submit is selected.
      This setting lets users request the service quickly, without using a cart. This setting is ideal for simple services.
    • Select the option named Available from mobile device.
    • For the Approval Process drop-down list, either select No Approval or verify your selection with the catalog administrator. Catalog administrators typically configure either the Workflow driven approval process or the Policy driven approval process.
    • Accept the default values for the other fields.
  8. Click the
    Definition
     tab, and perform the following actions:
    1. Click the Edit icon for the Editor (default) Overview field.
    2. Specify the following (or similar) text for the Overview, and click the Save icon:
      For onboarding new employees in the Field Services group only
      If deleting the overview text is required, we recommend deleting in the
      Source
       tab and then click Save.
Step 6 - Add and Customize the Service Option Groups
You can add several service option groups for onboarding Field staff. As you add each group, if applicable, you customize it for the Field staff by including only the deluxe option.
The customizations in these steps affect this service
only
. You do not modify the service option groups or their service options. Instead, you customize this service to include only the service options that you select from each service option group.
Follow these steps:
  1. Click the Edit Offering Selection button on the Definition tab for the New Hire Onboarding for Field Only service.
  2. Scroll to the service option group named Business Cards. Perform the following actions:
    1. Click the Include checkbox.
    2. Select Order Business Cards - Embossed, and select the options for Include and Default.
      Leave both options
      unchecked
      for the service option named Order Business Cards - Standard.
    This action adds embossed business cards to the service and includes them by default.
  3. Scroll to the service option group named Mobile Phone, and perform these actions:
    1. Click the Include checkbox.
    2. Select Mobile Phone- Deluxe, and select the option for Default.
    This action adds a deluxe mobile phone to the service and includes it by default.
  4. Scroll to the service option group named Mobile Phone Accessories, and perform these actions:
    1. Click the Include checkbox.
    2. Select all the options for Include and Default.
    This action adds all mobile phone accessories to the service and includes them by default.
  5. Scroll to the service option group named New Hire Onboarding for Field Services Only, and perform these actions:
    1. Click the Include checkbox.
    2. Select the options for Include and Default.
    This action adds the form that you created earlier to the service and includes it by default.
  6. Scroll to the service option group named Procure Laptop, and perform these actions:
    1. Click the Include checkbox.
    2. Select Laptop - Deluxe, and select the options for Include and Default.
    This action adds a deluxe laptop to the service and includes it by default.
  7. Scroll to the bottom of the dialog and click Save.
    The Catalog system adds the service option groups to the service, with your customizations.
Step 7 - Specify Automatically Chosen Selections
You can specify the service option groups that you added to the service as automatically selected (default). This technique helps to verify that Field Services personnel can see and request all required equipment efficiently, especially from mobile devices.
Follow these steps:
  1. Perform the following actions on the Definition tab for the New Hire Onboarding for Field Only service:
    1. Click the Edit icon for the first service option group, Business Cards. 
      When you mouse-over this Edit icon, the help text is "Edit Service Option Group." Other Edit icons for the header text and for the service option also appear near this Edit icon, but each one has different help text when you mouse over it.
      The Details tab for the service option group appears.
    2. Specify Automatically Chosen as the Selection Type. Click Save.
      This service option group is automatically included when the service is requested or subscribed to. This service option group contains one service option, embossed business cards. The embossed business cards option is automatically selected for Field Services staff, and is the only option for them.
    3. Click the Back button on the browser to return to the Details tab for the service.
    4. Click the Definition tab for the service.
      You return to the Definition tab for the New Hire Onboarding for Field Only service. The list of service option groups in the service appears.
  2. Perform the following actions:
    1. Click the Edit icon for the next service option group, Mobile Phone.
    2. Specify Automatically Chosen as the Selection Type. Click Save.
      This service option group is automatically included when the service is requested or subscribed to. This service option group contains one service option, the deluxe mobile phone. The deluxe mobile phone option is automatically selected for Field Services staff, and is the only option for them.
    3. Click the Back button on the browser to return to the Details tab for the service.
    4. Click the Definition tab for the service.
      You return to the list of service option groups on the Definition tab.
  3. Use the previous steps as a model to edit the definitions for the following service option groups and to specify Automatically Chosen as the Selection Type:
    • Mobile Phone Accessories
    • New Hire Onboarding for Field Services Only
    • Procure Laptop
    These service option groups also contain a single, deluxe service option that is automatically included for Field Services staff.
Step 8 - Set the Permissions
You can optionally set the permissions for the service so that only specified roles or groups can request it
.
 If a role or group has permission to access the service, the associated users can perform the following actions.
  • View the service in the catalog.
  • View, request, and subscribe to the service
  • Access the service through searches and web service calls
Conversely, if a role or group does not have permission to access the service, the associated users do not have these rights.
Follow these steps:
  1. Click the
    Permissions
     tab of the service named New Hire Onboarding for Field Only.
  2. Clear the check box named
    Grant All Access to All Roles in All Business Units
    .
  3. Select the Request/Subscribe box for Catalog User, and click Save.
    This selection lets all Field staff request this service. In this scenario, all Field staff have the catalog user role. In your organization, another role may be more suitable.
    You can optionally define a user group for Field staff in CA EEM and use the Groups tab to restrict the permissions for the service to that group.