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 end-users from any device. The ability to classify users' requests makes it possible to offer high-quality services on the regular basis.
The end-users can classify the requests at the creation stage by means of the catalog forms. There is a set list of fields for each type of request. Registration of a request is possible only after completing all the informational fields. 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 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 Model, add a record to the Request Template. Each Request Template needs a separate table created.
Template Service Catalog is quite difficult in its setting and administration. It does not support setting access to backlog elements with the use of User Criteria, as well as it is impossible to set request reclassification.
This method of setting a catalog is considered out-of-date and is not recommended to use.
REM Service Catalog
A new version of the catalog, REM Service Catalog, is based on the REM models. 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 collection.
Setting access to the elements of the catalog is simple and flexible with the use of the User Criteria.
