Tivoli Service Request Manager - Service Catalog
The Service Catalog component of Tivoli Service Request Manager allows users to select services directly from a catalog, helping to lower the cost of providing services. Options can range from simple end-user services such as password reset, to more complex services such as provisioning a server or upgrading an application environment. This versatile catalog also reflects the terms of any associated service level agreements (SLAs), rating and billing terms, and contractual agreements.
The Service Catalog component of Tivoli Service Request Manager provides the following tools:
- Catalogs application is used to manage the service Offerings that are visible to the user.
- Offerings application defines the service offering that are available. One powerful design feature is that a single Service Fulfillment definition can be expressed in multiple Offerings. For example, a Service Fulfillment definition can be created to provide configured laptops. The base service supports a variety of attributes that define the hardware and software characteristics desired in the provided laptop. Given this base flexible sort of service, multiple offerings can be defined that provide pre-configured laptops at different levels of capability and price.
- Service Fulfillment application allows one to define the “base” portions of a service. All sorts of default parameter values can be defined for a class of service. These can be overridden at the Offering level. Among other things, a Service Fulfillment definition can define the Job Plan that indicates how to render a request for a service.
- Fulfillment Options application permits one to customize how a particular class of service will be fulfilled. Among other things, it permits alternative Service Providers for a given class of service to indicate how they would fulfill the service. When a service is requested, if there are alternative qualified Service Providers, the IT Operations Analyst can supervise the selection of a particular provider.