SMAX service catalog structure

  • KM03604057
  • 28-Feb-2020
  • 28-Feb-2020

This document has not been formally reviewed for accuracy and is provided "as is" for your convenience.

Summary

SMAX Service Catalog structure might be a little different than SM, this can cause confusion when trying to understand it, either for support or customer implementation.

Reference

Problem Description:

Usually the catalog structure generates confusion amongst customers or support engineers, so this documents provides a simple explanation on how easily understand it.

Cause:

Catalog structure is not always known by the customer and sometimes the help server might not provide clarity on this.

Resolution:

The easiest way to understand the service catalog structure on SMAX is by levels, so we have:

  • Categories: will represent the highest level of the structure, is the grouping name that we will see first on the Service Catalog.
  • Service Definitions: each category can contain multiple service definitions, as we should understand them as something to provides value to end users, also as a high-level description of the provided service. A service definition can also group multiple services that are related.
  • Offerings: is the basic unit and represent the service or item itself, it can be of the following types:
    • IT Support Offering. Offering related to support requests.
    • IT Service Offering. Offering related to service requests.
    • HR Support Offering. Offering related to human resources requests.

Check the attached image for better understanding.

Environment:

Applies to all SMAX environments.