Catalog Entries

As an administrator, you use the CA Service Catalog to create and maintain catalog entries. The following types of catalog entries exist:
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As an administrator, you use the CA Service Catalog to create and maintain catalog entries. The following types of catalog entries exist:
Understand these types before you create or modify catalog entries.
Many entries in a single container can be difficult for catalog users to navigate. Therefore, as a general guideline, we recommend that you limit the number of entries in a container to ten. For example, verify that no folder contains more than ten sub-folders or services. Similarly, verify that no service contains more than ten service options.
The out of the box content does
not
add new statuses to the predefined statuses in CA Service Catalog.
Folders
The installation process creates the folders that you select. If you select all folders, then the installation process creates the following top-level folders:
  • IT Services
  • Telecom Services
  • Network Services
  • Application Services
  • Project Services
  • Corporate Services
  • Personnel Services
  • Facilities Services
  • Reservation Services
The names of the folders and services in your catalog must be unique.
If you create your own folders, you can name them any unique name. You can modify the content from the predefined folders. We recommend short descriptive names for folders.
Services
The catalog supports services that contain multiple service option groups. In this starter implementation, however, most services contain one associated service option group. As the catalog designer, you decide to use either one or multiple service option groups per service. In both cases, we recommend that you organize related service option groups in services logically and intuitively.
Focus on the user when designing services and service option groups. A common flaw in catalog design is placing service option groups in a non-intuitive service or folder. When service option groups in a service or folder are unrelated, users have difficulty finding the services that they want. For example, consider a service option group for a network design program. You could place it in a service or folder named Development Tools. However, such a service option group fits better in a service or folder named Miscellaneous Software. A network administrator is more likely to view the latter folder first for this program.
The catalog provides a search tool that can be helpful. This tool supplements thoughtful design, but does not replace it.
Service Option Groups
Most service option groups in the predefined catalog are named the same as the corresponding service, for simplicity. They have multiple service options that are contained within them.
As your catalog becomes more mature, this one-to-one relationship between services and service option groups is likely to decrease. Some examples of having multiple service option groups in a service exist in the "Procure Laptop" and "Procure Desktop" services. The hardware configuration of laptops and desktops have differences. However, the standard and optional software that is bundled with them is typically identical. Therefore, the catalog does not duplicate the service options that are related to software choices in the two services. Instead, both services include service option groups for standard and optional software bundles.
The naming conventions become more important as the number of services and service option groups increases. The naming standards are as follows:
  • All folders and services have unique names.
  • If a service contains only one service option group, their names are the same.
  • If a service contains multiple service option groups, one service option group has the same name as the service, and the others have unique names.
Service Options and Service Option Elements
A service option is the most basic element that users can request or subscribe to in the catalog. A service option consists of one or more service option elements. The service options in the Best Practice content have the following service option elements. Your modified catalog can have more or fewer service option elements, depending on its design.
  • Short Description
    Specifies a plain text field (not rich text) that describes the service being requested or subscribed to.
    Use this option to describe the service in cases where rich text or HTML is not processed properly. For example, the workflows use this column to title the email.
  • Long Description
    Specifies a rich text field.
    This text describes the service in detail. This text can also include a hyperlink to an internal web page containing more information about the service.
  • Rate
    Specifies the cost of the service option.
    Consumers must understand the cost of the service to the corporation, regardless of whether the request is charged back.
    Because the cost structure at your location is unique, all service option elements have been set to a one-time charge. Determining cost and rate structures depends on a number of factors. In some cases, the rate posted in the catalog is only advisory: The rate reminds users that although they are not charged, the service is not free. In other cases, however, the posted rate is linked to a chargeback policy. In these cases, it is designed to recover the cost of the service. Accounting Component is designed for automating the process of tracking service costs.
  • Service Level
    Describes the level of service the user can expect. The user can click the "More Information" link to get a description of the basic levels of service that they can subscribe to. The sample information that is displayed when you click the "More Info" hyperlink is contained in "sladescription.html" located in the USM_HOME\filestore\images\offerings directory.
    You can change this location, as follows: Use the CA Service Catalog, Service Offerings, Options Group to modify each service option element in your catalog to reference a file in another location.
  • Special Instructions
    Specifies more instructions for the user. Many services require users to specify more detail information. An example is a "backup production server" service on which you must back up files and must specify the backup interval. The instructions tell users to place this information in the notes that are associated with a request.
    You can use the Form service option element type to present custom forms to gather more information from the requester.
Images
You can optionally associate images with every folder, service, and service option. All images reside in USM_HOME\filestore\images\offerings.
Images whose size is 32x32 pixels fit best in the catalog.
Images can be in any format suitable for a web browser (For example, .jpg, .bmp).
Many predefined images exist in this directory. The Best Practice content does not use all of them. You can optionally use these predefined images and add others to meet the needs of your organization. Use images that help users searching for a service to find the service they need.
Category, Class, and Subclass
The first service option element in a service option determines the Category, Class, and Subclass for the other items in that row. The Best Practice: Foundation catalog uses several Category/Class/Subclasses which are defined in category.xml. If you are building your catalog "from scratch," you can use any Class/Subclass structure. The Category drives associated Workflow processing and other downstream activities. So, do not change the predefined Category corresponding numeric values.
The predefined service option elements reference the predefined category, class, and subclass values in the category.xml file. If you build your catalog on top of the best practices content, do not
change
the predefined settings in the file. Instead,
add
new categories, classes, or subclasses in the file, if necessary.