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Matrix42 Self-Service Help Center

Catalog Services

Catalog Services page explains how to configure services, bundles, groups and sets for display in the Self Service Portal.

Overview

Catalog Services include simple services and combined services or service bundles, groups, and sets. 

A catalog service is a deliverable, such as hardware, software, access rights, consulting, hosting, support, workshop equipment, office furniture, consumables, etc., which is offered in the Matrix42 Self Service Portal catalog and can be ordered by end users. Services can be created either automatically by Workflows, Data Providers, etc. or manually. 

A bundle is a collection of services that are offered together as a bundle. Bundles can be ordered and used only as a package and permit only predefined variations. Bundles can contain only services.

A group is a collection of services and bundles that are offered together as a group. Groups can be ordered and used only as a package, and permit only predefined variations. Groups can contain bundles and services, which enables hierarchic nesting.

A set is a collection of services, groups, and bundles that are offered together as a set. Sets can be ordered and used only as a package and permit only predefined variations. Sets can contain services, bundles, and groups, which enables hierarchic nesting.

services.jpg

Combined services - groups, bundles, and sets - have the Service Elements dialog page which allows you to define service elements that are part of the combined service.

bundle.jpg

General

The General dialog page contains general internal service-related information, such as the name of the service, its status, approval workflow for the bundle, etc.

  • Name: Internal name of the service.
  • Service Type: Category under which the service falls, e.g. Hardware, Software, Network, Hosting, Office Furniture, etc. 
  • Status: Current status of the service. Statuses available for selection here are described in the Service Lifecycle article. Only operational services can be ordered through the Matrix42 Self Service Portal. Services with the Released status are visible but cannot be ordered. The Discontinued status is set automatically by the system if the date that was set under Operational Until is reached. This service is then no longer shown in the Matrix42 Self Service Portal. In Service Catalog > Service Catalog, you can find only the Services, Bundles, Groups, and Sets with the released and operational statuses.
  • Service Classification: Classifies the service as a Business ServiceOperational Service, or Supporting Service. According to ITIL, Business Services represent direct value to customers. Examples of Business Services are an office desk, Apple iPad, Autodesk Volo View Express, and Internet access. Supporting Services are necessary supplementary blocks for Business Services. An example of a Supporting Service would be a network infrastructure which is necessary to provide Internet access to customers. 
  • Business Impact: Impact on operations in case of an incident. Specify whether the incident impacts only the User, Workgroup, or whether the impact is Company wide.
  • Operational From/Operational Until: Date from/until which the service can be ordered in the Matrix42 Self Service Portal. If you leave both fields empty, the validity of the service is unlimited. If a date is defined, the time from which or until which the service can be ordered becomes limited.
  • Contact: Employee of your company who is responsible for identifying compliance, assessing the resulting action options, and coordinating the corresponding measures.
  • Technical Owner: Employee of your company who is professionally responsible for the service and can be used for approval in approval workflows.
  • Support Contracts: Agreement(s) under which the service is offered.
  • Approval Workflow: Select a specific approval workflow for the service which will be started after the general approval workflow if it is defined in Service Catalog Settings. In Matrix42 Service Catalog, workflows are used to perform multistage business processes. The workflows control the various process steps and monitor the overall progress of the process. The workflows are initiated in the Matrix42 Self Service Portal when services are ordered. The approval workflow covers the approval process in which one or more deciders have to approve or reject the services that are ordered. If the approval is granted, the provisioning workflow which controls the actual delivery of the service is initiated. For more information, see Workflow Definitions.
  • Allow uninstallation without approval: Select the checkbox if no approval is required to uninstall/return the service (e.g. a laptop or software). Deselect the checkbox if you would like the approval of the persons who are responsible for the cost center to be required to return the service.
  • Allow repair without approval: Select the checkbox if no approval of the persons who are responsible for the cost center is required for the repair of the service. 
  • Show Service as featured in Self Service Portal: Select the checkbox to show the service as featured in the Self Service Portal. 
    featured.jpg
    There are only five spots on the Featured Services list. Featured services appear in alphabetical order. 
  • Description: Additional detailed internal description of the service.

Portal Display

The Portal Display dialog page contains a set of portal display related controls which determine the look and feel of the service in the Matrix42 Self Service Portal. 

  • Portal Name: Name of the service displayed in the Matrix42 Self Service Portal.
  • Service Description in Business Context: Description of the service which is displayed in the Matrix42 Self Service Portal.
  • Tags: Keywords which you can use to easily locate the service via search. 
    tags.jpg
  • Image (URL): Upload an image for the service. This image will be displayed in the Matrix42 Self Service Portal (see the image of the access network printer in the above screenshot).
  • Portal Categories: Assigns categories under which the service is listed in the Matrix42 Self Service Portal. Examples of portal categories include Gadgets, Work equipment, Workplace, Access Rights, Accounts, etc. (see outlined in red in the screenshot below). For more information about Portal Categories, see Categories
    categories.jpg
  • Assigned instances of this service are visible to their consumers in Self Service Portal: Deselect this check box to hide the service from the Matrix42 Self Service Portal > Workplace > My Services. The checkbox is useful, for example, for ordered technical services, such as installation services for bundles, which the customer does not need to see.

Pricing 

The Pricing dialog page contains service costs related to controls. Keep in mind that some of the controls may be disabled (grayed out) depending on the options you select in other controls. 

Service Charge 

  • Payment Method: Type of payment for the service: Purchase, Hire, or Free of Charge.
  • Payment Cycle: The field is enabled only when the Hire option is selected in the Payment Method drop-down and determines how often the payments for the service are due: Monthly, Quarterly, Semi-Annually, or Annually.
  • Unit: Quantity unit for the service, such as a Piece, Device, License, User, Terabyte, Gigabyte, Megabyte, Day, Hour, and Minute
  • Day/Month/Year: Date when the payment is due.
  • Amount: Amount of the payment due in the selected currency.

Installation/Repair/Uninstallation Charge 

  • Included: No additional fees are incurred for repair or (un)installation of the service. 
  • Additional Charge: Additional amount of repair or (un)installation costs.
  • Additional Service: Additional service that is required for repair or (un)installation. Useful if, for example, a monitor has to be installed by a service engineer. An additional fee can also be defined here for the selected additional service.
  • Total repair charge/Total (un)installation charge: Total amount of repair or (un)installation costs for the service.
  • Ignore installation/uninstallation charge for rebooking: Select the checkbox for the installation/uninstallation charge to be ignored for rebooking the service in the Self Service Portal. 

Provisioning

The Provisioning dialog page (available only for services) allows you to set up the Provisioning workflow, which controls the actual delivery of the service, and other provisioning related settings. Fields that are shown on this dialog page depend on the selected provisioning workflow.

  • Provisioning Workflow: Provisioning workflow that will be run after the service is ordered and the order is approved. The provisioning workflow controls the actual delivery of the service. Provisioning can be automatic (by using the integration framework of Matrix42 Service and Software Asset Management) or manual (by a support employee). For more information about provisioning workflows, see Provisioning Process.
  • Target Type: Type of the required Technical Target, such as an AD Account, Computer, or Mobile Device. The control determines whether the end user should specify an installation target for the service when ordering the service. If a Technical Target is required (as per the selected Target Type option), in the Matrix42 Self Service Portal, an input field is shown during ordering, and the end user must enter a target into this field.
  • Allow Multiple Allocation: Determines whether the service is allowed to be allocated only once or multiple times for one and the same target (e.g. a Computer or Mobile Device). Possible values are Yes and No
    • Select No to allow the service to be used only once for the selected target.
      • Example: Set "Allow Multiple Allocation" to No for the Windows 10 service to allow the service to be installed only once on the selected target (Computer). The Computer with the installed Windows 10 will no longer be available for selection in the Self Service Portal. 
    • Select Yes to allow multiple orders of the service for one and the same target. 
  • Repair Mode: Defines from where, if at all, it is possible to perform the Repair action.
    • Only by Service Desk Staff: Repair action will be allowed only in Service Catalog. 
    • By Service Desk Staff and Self Service: Repair action will be allowed in Service Catalog and Self Service Portal for end users. 
    • Not Supported: Repair is not allowed.
  • Uninstallation Mode: Defines from where, if at all, it is possible to uninstall services.
    • Only by Service Desk Staff: Uninstallation action will be allowed only in Service Catalog. 
    • By Service Desk Staff and Self Service: Uninstallation action will be allowed in Service Catalog and Self Service Portal for end users. 
    • Not Supported: Uninstallation is not allowed.
  • Self Service Portal Form: A mandatory form that is additionally displayed for ordering of this service in the Matrix42 Self Service Portal and should be filled in by the customer. In case a provisioning process (Provisioning Workflow) requires additional information, it could be done by means of Self Service Portal Form. Any CI that has a Dialog can be defined as a Self Service Portal Form. The data from the Form can later be used in the Provisioning Workflow. 
  • Instance Type: If you want to use this service as a technical target when assigning the service or ordering it in the Matrix42 Self Service Portal, select the type of instance that is provided by the provisioning workflow, e.g., a computer. This selection also depends on the choice that you make in the Target Type field. For more information, see Using Services as Technical Targets.
  • Minimum/Maximum Delivery Time: Minimum/maximum time that remains until the service is delivered to the customer. This value depends on whether the service is available in stock and is shown in the Matrix42 Self Service Portal for each approved service both in the catalog and in the service booking details.
  • Create multiple bookings: Select this checkbox if a separate booking should be created in the order (as shown in the screenshot below). selected.jpg
    Deselect the checkbox to create one booking and have the Order Amount changed instead. This way you can avoid duplicate bookings in the order. Instead of the two identical DEMO Additional Software bookings shown in the above screenshot, you will have only one DEMO Additional Software booking with the Order Amount set to "2". 
     

Demand Detection

On the Demand Detection dialog page (which is available only for services), you can configure the attributes for manual and automatic detection of services. The missing service bookings or uninstallation bookings can be generated by the system after detection. For more information, see Service Demand Detection.

  • Demand Detection Mode: List of possible service detection modes for finding and creating missing service bookings.
    • If you use the Detect Demand action, select the Manual detection mode.
    • If you use the demand detection engine, select the Automatic detection mode.
  • Apply Cost Center from: List of the applied cost centers for the creation of missing service bookings.
    • Possible values are Recipient and Instance/Target. 
  • Accounting Status: Accounting status for the creation of missing service bookings.
    • Possible values are Pending, Accounted, Dropped or Canceled
  • Ignore installation charge for creation of missing service bookings: Select this option to ignore the (additional) installation charge for creation of missing service bookings.
  • Default Detection (Depends on Provisioning): The default detection mode is only possible (automatically selected) if one of the following standard provisioning workflows is selected as a provisioning workflow on the Provisioning dialog page:
    • Assign AD Group
    • Assign Asset from Stock
    • Install Software with Empirum
    • Install Software with SCCM
    • Install Software with EM
    • MDM Enrollment
    • AirWatch Enrollment
    • Silverback Enrollment 
  • Custom Detection Rule: This rule is automatically checked for all other provisioning workflows and you can add your own ASQL statements to find missing service bookings.
    • ASQL Filter Statement: Define ASQL filter criteria (Where expression for SPSCommonClassBase).
    • ASQL Instance Statement: Define ASQL instance criteria (Additional columns for SPSCommonClassBase).
      OR
    • ASQL Target Statement: Define ASQL target criteria (Additional columns for SPSCommonClassBase).
      OR
    • ASQL Booking Consumer Statement: Define ASQL booking consumer criteria (Additional columns for SPSCommonClassBase).
    • ASQL Custom Comment Statement: Optional statement to insert a custom comment to newly created service bookings.
    • ASQL Custom Price Statement: Optional statement to insert a different price to newly created service bookings. If no statement is defined, the regular price of service will be added to the new service bookings.
  • Notify service recipients after the creation of new bookings: Select this checkbox to send a notification mail to the service recipients after the creation of new bookings.
  • Notify cost center decision makers of service recipients after the creation of new bookings: Select this checkbox to send a notification mail to the cost center decision maker after creation of new bookings for their employees.
  • Automatically create uninstallation booking if the condition does not apply: Select this checkbox to allow automatic creation of uninstallation bookings if the demand is no longer valid. You can create such uninstallation bookings if, for example, a user account was deleted, group membership no longer exists, or software was uninstalled. As a result, first the system checks if all created service bookings (without uninstallation booking) from this demand detection are already valid, and if not, the system creates an uninstallation booking. After that the system searches for a new demand.
  • Ignore uninstallation charge for creation of uninstallation bookings: Select this checkbox to skip the uninstallation charge when uninstallation bookings are created.
  • Notify service recipients after creation of uninstallation bookings: Select this checkbox to send a notification mail to the service recipients after the creation of uninstallation bookings.
  • Notify cost center decision makers of service recipients after the creation of uninstallation bookings: Select this checkbox to send a notification mail to the cost center manager of service recipients after creation of uninstallation bookings.

Example:

The AD Account service with the Create Task provisioning workflow for manual creation of new AD accounts. Demand detection determines which active AD account is assigned to which person in the system and creates the corresponding service booking if it is not available yet.

  • Demand Detection Mode: Manual
  • Apply Cost Center from: Recipient
  • Accounting Status: Pending
  • Custom Detection Rule
  • ASQL Filter Statement: T(SPSAccountClassBase).Owner is not null and T(SPSAccountClassBase).UsedInTypeSPSAccountTypeAD is not null
  • ASQL Instance Statement: T(SPSAccountClassBase)
  • ASQL Booking Consumer Statement: T(SPSAccountClassBase).Owner
  • ASQL Custom Comment Statement: 'This booking was generated from Account’ T(SPSAccountClassBase).AccountName

Attachments

For this service, copies of digital documents can be saved and later reopened. These attachments are shown in the Matrix42 Self Service Portal.

Notes

Comments and notes of a general nature. You can edit these entries later. They are not shown in the Matrix42 Self Service Portal.

Service Elements 

The Service Elements dialog page (available for service bundles, groups, and sets) lists services from the Matrix42 Service Catalog that are contained in this bundle, group, or set. If a new service element is added to this bundle, group, or set, a new catalog item with the default pricing is added to all related catalogs. The system will inform you about it with a message. 

Here you can do the following:

  • Add a new service element to the bundle/group/set by clicking Add
  • Remove service element(s) from the bundle/group/set by selecting them in the grid and clicking Remove. 
  • Export the grid data into an .xlsx file by clicking the Export icon located on the right, above the grid. 

Adding a Service Element 

To add a Service Element to a  combined service (Bundle, Group, or Set): 

  1. Open the Service Bundle/Group/Set dialog and switch to the Service Elements dialog page. 
  2. Click Add located above the Service Elements grid, in the top left-hand corner of the dialog page. 
  3. Provide the following information on the Add New Service Element page that appears:

    edit_service_element.png
    • Service: From the list of available options, select a service, bundle, or group that will be offered as an element of the package.
    • Behavior Within Set: Controls in this section allow you to define the behavior of the new Service Element within the Bundle/Set/Group.
      • Service Group: Select a group where the service should be available as a part of a package supplied within a  combined service.  Selected option defines how the added service will be grouped in a combined service and how each of the added service element options is represented: as an option button, a check-box or as an item of the drop-down list. Service element representation form is defined by the selected service group, as each of the service groups has specified representation form defined by the Service Group settings of the Administration application.  Available service groups include but are not limited to: 
        • Hardware (Radio Buttons)
        • Add-Ons (Checkboxes)
        • Operating System (Radio Buttons)
        • Applications (Checkboxes)
        • etc. 
      • Position: Specify a numeral, e.g. 2, to define the position of the Service within the Bundle/Group/Set. 
      • Price Type: Select how the service elements should be paid for as part of the package. Available options include:
        • Included in Set: Price for the Service Element is included in the service set charge; no additional fee will be charged for the Service Element. 
        • Surcharge: Additional charge is to be charged for the Service Element to be specified in the next Surcharge field. 
        • As Single Service: Service Element is to be priced as a single service, and not as part of the set; no additional fee is to be charged for the Service Element. 
        • As Single Service with Surcharge: Service Element is to be priced as a single service, and not as part of the set; additional fee specified in the following Surcharge field is to be charged for the Service Element. 
      • Surcharge: Provide the amount of the additional charge in the specified currency. The field is only enabled if the Surcharge or As Single Service with Surcharge is selected in the Price Type field. 
      • Hide service in set: Select the checkbox to make the service element invisible in the service Set/Group/Bundle. 
      • Service is mandatory: Select Yes to make the Service Element mandatory. Select No to mark the service as optional; end users will be able to order the Set/Group/Bundle without the optional Service Element. 
      • Service is selected by default (the checkbox is enabled only when "Service is mandatory" is set to No): deselect the checkbox to make the Service Element deselected by default. End users will have to select the option to add the Service Element to the package. 
      • Show only for allowed Audience: Select the checkbox to show the Service Element only to allowed Audience.
      • Allow change of quantity: Select the checkbox to allow changing product item's quantity as if the added to the combined service Service Element was an independent service within a parent service. Product quantity can be changed only for those Service Elements that have "Create Multiple bookings" option disabled in the service's "Provisioning" setting tab.  Nevertheless, the added to the combined service Service Element becomes an integrate part of the parent element but when the product quantity of the parent element changes the child product items quantity with "Allow change of quantity" option is not recalculated and multiplied accordingly. The quantity of Service Elements with enabled "Allow change of quantity" option always remains the same when initially added to the shopping cart and the necessary for purchase item quantity should be set manually.
    • Provisioning Dependencies
      • Service elements to be provisioned before this Service Element: Select Service Element(s) that should be provisioned before this Service Element. If the package contains several service elements, you can define the provisioning dependencies for these service elements within the package.
    • Technical Target
      • Target Source Type: For service elements that require a technical target, select where the technical target has to be specified. Options available for selection are:
        • Ask User During Order: End users will be asked to provide a technical target when ordering the Set, Bundle, or Group to which the Service Element belongs. 
        • Provided by Set
        • Provided by Another Service in Set
  4. Click OK at the bottom of the dialog to save the changes. 

Requirements

Services that the customer should already have (Required Services) or should not have (Excluded Services) to be able to order this service. In the Matrix42 Self Service Portal, the requirements are displayed and checked for fulfillment. Missing services are automatically added to the order (see outlined in red in the screenshot below).
requirement.jpg

End users can't order the service if an Excluded Service is already installed. The confirmation will be shown with a link to the Workplace. End users can manually Return the Excluded Service.

  • Consider service target for requirements: if the checkbox is selected, the required and excluded services are considered (as Required and Excluded) only for the current service's technical target. If the checkbox is deselected, the required and excluded services are considered regardless of their technical targets, if there any. 

Dependencies

The Dependencies dialog page (available only for services) contains the assigned services, computers, and peripherals on which the service depends. 
The Availability panel located at the bottom of the Dependencies dialog page allows you to specify the current and committed availability of the service, as well as its performance for tracking and reporting purposes.

  • Current Availability: Use this control to define availability of the service via the selection list. Possible options are AvailablePartially AvailableUnavailable (Planned)Unavailable (Unplanned), and Unknown.
  • Committed Availability: Here you can specify the committed availability in percent, e.g., 85.
  • Performance: Here you can specify the performance in percent, e.g., 90.

After you create a service and define dependencies, you can have them graphically displayed by clicking the Show Dependencies action in the toolbar of the Service Preview. 

showDependencies.jpg

Catalogs

The Catalogs dialog page lists all the catalogs that contain this service. Catalogs are used to manage the visibility of services. Only services which are added to Catalog are visible in the Portal. With the help of the Catalog Audience, it is possible to restrict visibility of services to specific Users, Locations, Roles, etc. On the Catalogs dialog page, here you can do the following:

  • Relate the service (if necessary, with different prices) to one or several catalogs by clicking Add
  • Remove the service from catalogs by selecting these catalogs and clicking Remove. 

Stock

The Stock dialog page (available only for services) links the service with a Stock Keeping Unit or Software. Depending on the selection, this lists either the assets of this stock keeping unit that are physically available or the licenses that are still available.

  • Supplier: Shows the supplier that is specified in the master contract.
  • Master Contract: Shows the master agreement that is valid for the service.

Outages

The Outages dialog page (available only for services) displays a calendar which can be set by DayWeek, and Month. The default setting is Week. It shows all changes where this service is included as a related service.

Actions

In the action pane of the Service/Bundle/Group/Set Preview, you can access actions that are available for services/bundles/groups/sets:

actions.jpg

  • Add to Catalogs: Add the service to one or several catalogs and define custom prices, if necessary.
  • Detect Demand: This action collects information about the overall actual demand for the service. The users can then select for which instances they want to create missing service bookings. While creating new service bookings, this action considers the catalog audiences, catalog ranking, and eventual catalog-specific prices of the service. Besides, this action can automatically create uninstallation bookings if the demand is no longer valid.
  • Assign Service: Assign a service from the Matrix42 Service Catalog.
  • Unassign Service: Withdraw the previously assigned service from the Matrix42 Service Catalog.
  • Repair Service: Repair or reinstall a service from the Matrix42 Service Catalog.
  • Revenue/Loss Analysis: This action collects information about all current service bookings for the previously selected service. In addition, the system will collect information about the actual demand from the services detection mode. The results will be presented in a report, showing the revenue of correctly booked demand vs. the loss of net booked actual demand. The report also presents a list with missing service bookings.
  • Show Dependencies: Show defined dependencies in an interactive chart.
  • Copy Service: Copy this service and use it as a basis for a new service.
  • Edit: Open the service for editing. 
  • Delete: Delete the service. 
  • History: View the history of service related transactions. 
  • Export: Export the service to an .xml file. 

Categories

A Portal Category is a structured set of services, sets, bundles, and groups in the Matrix42 Self Service Portal. The Matrix42 Self Service Portal displays only those categories that contain services, sets, bundles, or groups.

General

The General dialog page contains controls that allow you to define certain basic data for the Portal Category. 

  • Name: Name of the portal category.
  • Parent Category: Select a parent category to create a hierarchical relationship.
    parent.jpg
  • Image: Upload an image for the portal category. This image will be displayed in the Matrix42 Self Service Portal.
  • Description: Detailed description of the portal category.
  • Hide (Incl. Sub-Categories): Select this option if you do not want to display this portal category and its child categories in the Matrix42 Self Service Portal.

Services

The Services dialog page allows you to manage - add and remove - services that below to the portal category.

Environments

What is an Environment?