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Use service catalogs to create a well-organized system of internal and external services provided to the customers. The catalogs are always available for the customers end-users from any device. The ability to classify users' requests makes it possible to offer high-quality services on the regular basisThey can classify the requests on their own at the creation stage by means of the catalog forms. There is a set list of mandatory fields for each type of request so that a request registration is possible only after their completion. This approach minimizes the load on the first-line support specialists, as they do not need to clarify the information and manage the request routing.
In the SimpleOne platform, you can find two versions of the catalogs implemented:
- Template Service Catalog
- Rem REM Service Catalog
The main difference of these two catalogs is the structure of the data related to storing and operating the requests.
Template Service Catalog
This is the first version of the catalog on the SimpleOne Self-Service Portal. To set a Request Modelrequest model, add records a record to the Request Templatesrequest template. Each Request Model request template needs a separate table created.
Template Service Catalog does not have the functionality of REM models that results in lack of functionality for operating the requests, extended operation time and a considerably bigger amount of created requests in comparison to using the REM Service Catalog. is quite complicated in its setting and administration. It does not support setting access to catalog forms with the use of User Criteria, as well as it is impossible to set request reclassification.
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This method of setting a catalog is considered out-of-date and is not recommended to use. |
REM Service Catalog
A new Another version of the catalog, REM Service Catalog, is based on the REM models. It means that the Model Requests can be reconfigured by means of adding, editing and removing attributes of the table on demand. This approach eliminates the necessity to create extra tables for Model Requests. It is flexible in the setting of access to the catalog applications and reclassification of the requests without losing the initial request ID. record extended model. The advantages of using it are:
- It is possible to use the same table for all the records of the model requests.
- Since similar sets of attributes may appear in different models, users can save the sets in REM collections.
- Setting access to the elements of the catalog is simple and flexible with the use of the User Criteria.