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Matrix42 Self-Service Help Center

Walkthrough 2: Configuring a Service in the Software Area

Overview

In this example, a service is configured in the Software area for the Notepad++ text editor. 

The described on this page software service example has been imported by the previously configured Empirum Connector. In this case, the Service Catalog is used to configure the service description, pricing, target type etc.  

  1. In Service Catalog application, open Service Catalog navigation item.
  2. Сlick Services → Add Service.

Entering General Information

In the General dialog page and enter the following data:

general.png

  • Name:  GPL Notepad++ (32Bit) MUI 6.6.8
  • Service Type: Software
  • Status: Operational

    Only operational services can be ordered through the Matrix42 Self Service Portal.

     Other statuses:
    • Released: services are visible but cannot be ordered. As a rule, services are imported by the Empirum connector with status Released;
    • Discontinued: the status is set automatically by the system when the date that was set under Operational Until is reached. The service is no longer shown in the Matrix42 Self Service Portal.
  • Service Classification: Business Service
  • Business Impact: User
  • Operational From/Operational Until: Blank
    In this case, 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: Blank
    Employee of your company who is responsible for identifying compliance, assessing the resulting action options, and coordinating the corresponding measures.
  • Technical Owner: Blank
    Employee of your company who is professionally responsible for the service and can be asked for approval in approval workflows.
  • Support Contracts: Blank
    If a Service Level Agreement exists for the service, it is selected here.
  • Approval Process: 1 Step Approval (Cost Center Manager)
    If the field is blank, only the approval workflow that was defined in the Global System Settings is used. If an approval process is selected here, it is run additionally after the successful completion of the global approval workflow.
  • Allow uninstallation without approval: Not selected
    The software is not allowed to be returned without the approval of the persons who are responsible for the cost center.
  • Allow repair without approval: Not selected
    Repair works that are related to the software should be approved by the persons who are responsible for the cost center.
  • Show Service as featured in Self Service Portal: Not selected
  • Description: Notepad++ is a text editor for...
    Use this field for a detailed internal description of the software.

Defining Portal Display

Click the Portal Display dialog page and enter the following data:

portal display.png

  • Name: GPL Notepad++ (32Bit) MUI 6.6.8
    Name of the service, which is displayed in the Matrix42 Self Service Portal.
  • Service Description in Business Context: GPL Notepad++ (32Bit) MUI 6.6.8 is a powerful text editor that rarely...
    A detailed description of the service for displaying in the Matrix42 Self Service Portal. Try to phrase this information so that non-technical users can understand it.
  • Tags: Text Editor, HTML Editor
    Keywords for searching for this service.
  • Image (URL): Services/tex-editor.jpg
    This image will be displayed for the service in the Matrix42 Self Service Portal.
  • Categories: Software
    The service is listed in the Matrix42 Self Service Portal under this category.
  • Assigned instances of this service are visible to their consumers in the Self Service Portal: Selected
    This service is visible in the portal for the user. If not selected, the service is no longer visible in the portal. However, this is only practical for services that the user does not need to see, for example, installation service for bundles.

Defining Pricing

Click the Pricing dialog page and enter the following data:

pricing.png

  • Payment Method: Free of Charge

    Payment Cycle and Amount are not supported for the Free of Charge Payment Method.

  • Day/Month: Blank 
  • Unit: License
  • Installation Charge: Included
    No additional installation fees are incurred for the installation of the software.
  • Ignore installation charge when rebook: Selected.
    No additional charges are applied when the service is rebooked to the other employee.
  • Repair Charge: Included
    No additional costs are incurred for repairs.
  • Uninstallation Charge: Included
    No additional uninstallation fees are incurred for the uninstallation of the software.
  • Ignore uninstallation charge when rebook:  Selected.
    No additional charges are applied when the service is rebooked to the other employee.

Defining Provisioning

Click the Provisioning dialog page and enter the following data:

provisioning.png

  • Provisioning Workflow: Provisioning – Install Software w. Empirum
    This provisioning workflow installs or uninstalls software by using the Empirum Connector automatically. The service is automatically configured by the connector when the software package is imported. The target computer should be specified in the target definition during the ordering. 
  • Target Type: Computer
    For the installation of software, a computer should be specified as a technical target. When ordering through the Matrix42 Self Service Portal, an input field is shown in which the customer should enter the corresponding computer. 
  • Allow Multiple Allocation: No
    A technical destination is required for our software service (in this example: a computer), and therefore we should decide whether several orders of this service are permitted for the same destination. Because in most cases software is installed on a computer only once, no identical instances are allowed for this service. If the end-user wants to submit several orders of this service in the portal, he should select another computer as the technical destination for the second service.
  • Repair Mode: Not Supported
    Repair is not supported.
  • Uninstallation Mode: By Service Desk Staff and Self Service
    Uninstallation action can be applied either by a Service Desk employee or the end-user.
  • Self Service Portal Form: Blank
    Since no additional information from the end-user is required, no additional form should be specified here.
  • Instance Type: Blank
    This service cannot be used as a technical target, so this field should be left blank.
  • Minimum Delivery Time: Blank
    The minimum time that remains until the service is delivered to the end-user.
  • Maximum Delivery Time: 1 Hour(s)
    The maximum time that remains until the service is delivered to the customer.
  • Create multiple bookings: Selected
    In our example, the Allow Multiple Allocation option has not been selected, and therefore the Create multiple bookings option is automatically selected and becomes read-only. If the end-user orders the software twice in the portal by changing the quantity in the shopping cart from 1 to 2, they are asked whether they want to create a copy of the service. After confirmation, you should select a new computer for the second service before the service is put into the shopping cart for the second time. When the order has been submitted, two service bookings with different destinations are created for the two services.

 

Provisioning Workflow settings are provided in the bottom of the Provisioning section.

The data in the following fields is provided automatically by the Empirum Connector import and must not be modified manually, otherwise the data matching would fail and the software would not be provisioned to the end-users (specified endpoint devices).

  • Empirum Object Name: GPL Notepad++ (32Bit) MUI 6.6.8
    The Empirum package name of the software is displayed here.
  • Empirum Object-ID: f94a13d3-f206-45ff-acef-c704ca77edd3
    The Empirum software ID is technical information that is necessary for the service identification on the Empirum server. Do not modify this data.  
  • Empirum Location: Empirum
    The location of the Empirum package server is specified here.

Demand Detection

Configure the attributes for manual and automatic creation of missing service bookings:

demand_detection.png

  • Demand Detection Mode: Manual and Automatic
    You can perform the demand detection manually by using the Detect Demand action and also automatically by using the corresponding engine.
  • Apply Cost Center from: Recipient
  • Accounting Status: Pending
  • Ignore installation charge for creation of missing bookings: Selected
  • Detection Method: Default Detection (Depends on Provisioning)
    For the selected provisioning workflow Install Software w. Empirum, the default detection can be used (for more information, see Service Demand Detection).
  • Notify service recipients after creation of new bookings: Selected
  • Notify cost center decision makers of service recipients after creation of new bookings: Selected

Adding Attachments

On the Attachments dialog page, copies of digital documents can be saved and later reopened. These attachments are shown in the Matrix42 Self Service Portal.

Adding Notes

On the Notes dialog page, general further remarks and notes can be entered. You can edit these entries later. They are not shown in the Matrix42 Self Service Portal.

Defining Requirements

On the Requirements dialog page, required and/or excluded services are defined:

  • Required Services: A required service for our software can be, for example, the DEMO Operating System software service.
  • Excluded Services: An excluded service can be, for example, the Irfan Skiljan IrfanView (32Bit) MUI 4.38 software service (another text editor). In this case, the currently configured service cannot be installed unless the excluded service is uninstalled on the target endpoint device:

required_service.png

 

Defining Dependencies

On the Dependencies dialog page, dependencies can be defined and graphically displayed by clicking the Show Dependencies action.

  • Defining dependencies: dependencies are set between services and assets. Therefore it can be logged that, for example, the E-mail Inbox service is dependent on the MS Exchange Account service and the EXCHANGESRV computer, etc. For example:
    dependencies.png
     
  • Displaying dependencies: click Show Dependencies action to get the graphical representation of the established dependencies:
    show dependencies.png

Defining Catalogs

On the Catalogs dialog page, one or more catalogs can be assigned to the service.

The service is only visible for the users that are defined in each catalog.

Defining Stock

On the Stock dialog page, you can define whether the software is taken from the stock.

After we have defined the Provisioning - Install Software w. Empirum workflow on the Provisioning dialog page, choose the Software Stock option and select necessary object in the suggested Software field.

If this service is now ordered by the end-user, the system automatically searches for a free license in this stock and then assigns this license to the user during the installation.

This function can be fully used only with Matrix42 Asset Management or Matrix42 License Management.

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