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.
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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.