Key Highlights
Behind each catalog item, a template drives its own workflow, SLA, and approvals, so all requests are fulfilled the same way. Bundled services spawn cross-team child tasks automatically, with a full audit log keeping fulfillment traceable end to end.
Give all requesters one storefront, and show each audience only the services they may see.
Service items organized into logical categories (Hardware, Software, Access, HR).
Faceted category navigation and search for fast service discovery.
Per-category access scoping by Company and Group, not by role.
Each service item carries a name and description.
Coordinate work between departments from one form, with no manual hand-offs.
One catalog item (e.g., New Employee Onboarding) bundles multiple services into one unified request.
The system automatically creates and assigns child tasks to different teams.
Those teams cover IT hardware, software/account creation, and facilities.
When all child tasks are marked complete, the parent request closes automatically.
Each catalog item enforces its own consistent path from submission to closure.
Per-template overrides for workflow, SLA (response and resolution time, escalation), and approval workflow.
Tasks definable over multiple stages, each stage gated on the prior one.
Bulk task management via multi-select: Update, Archive, Close, Restore, or Delete, with sorting and configurable task columns in print output.
Form fields with conditional show/hide, mandatory/optional, and enable/disable rules.
Solution and Diagnosis are readable and writable through the Request V1 API: retrieve, add, or update them via the API.
Custom Rules enforce compliance: mandatory notes, required fields, and dependency checks before resolve/close.
Capture requests wherever users are, and control how they close.
Submit from the self-service portal, mobile app, email, virtual agent(MS Teams, Slack), or API.
Smart Suggestions at request creation: model-driven Category, Technician Group, Knowledge Base article, and Related Request recommendations.
A CC Emails field on the Service Catalog form lets requesters add CC recipients at creation.
Conditional approval routing by cost, risk, or request detail: single-stage, multi-stage, parallel, or sequential.
Requesters receive status updates via email, SMS, Microsoft Teams, WhatsApp, and Google Chat.
Intelligence
Most service desks can list services, but the hard part starts after someone clicks Request. A laptop order becomes an email thread through procurement, IT, and asset management, and a license request bounces between approvals with no visibility into where it stalled. If the catalog lacks structure, same-type requests get handled differently and fulfillment time depends on who picks up the ticket.
ServiceOps closes those gaps with a template behind each catalog item that decides workflow, SLA, approver, and tasks. For bundled requests, a Service Bundle triggers all underlying items at once.
How It Works
A requester opens the self-service portal and selects a service item from a category they have access to.
The template's form captures all required information up front, with conditional rules showing only relevant fields.
The template's approval workflow routes for authorization based on cost, risk, or request details.
On approval, the template's workflow and SLA apply, and pre-defined tasks are created.
Cross-team tasks:This includes parent-child tasks between teams for bundled services.
Tasks progress stage by stage. One stage completes before the next begins.
Custom Rules validate notes, mandatory fields, and dependencies before the request can resolve or close.
When all tasks complete, the parent request closes and a satisfaction survey can be triggered.
Role-Based Value
Bundled onboarding requests spawn and track cross-team tasks automatically, so nothing waits on a manual hand-off.
Bundled onboarding requests spawn and track cross-team tasks automatically, so nothing waits on a manual hand-off.
Bundled services spawn parent-child tasks spanning IT, software, and facilities from one form, removing manual hand-offs.
Bundled services spawn parent-child tasks spanning IT, software, and facilities from one form, removing manual hand-offs.
Each catalog item runs the same workflow, SLA, and approval path, so fulfillment no longer depends on who picks up the ticket.
Each catalog item runs the same workflow, SLA, and approval path, so fulfillment no longer depends on who picks up the ticket.
Template-driven forms capture complete information at submission, removing the clarifying-email loop.
Template-driven forms capture complete information at submission, removing the clarifying-email loop.
From Visibility to Control
Standardized requests: all catalog items run the same workflow, SLA, and approval path, so fulfillment no longer depends on who picks up the ticket.
Less back-and-forth: template-driven forms capture complete information at submission, removing the clarifying-email loop.
Automated cross-team coordination: bundled services spawn parent-child tasks spanning IT, software, and facilities from one unified form.
Faster fulfillment: multi-channel intake, conditional approvals, and staged tasks move requests forward, eliminating manual hand-offs.
Governed closure: Custom Rules ensure approvals, notes, and dependent tasks are complete before a request resolves or closes.
Governed access: catalog visibility is scoped per category by Company and Group, so requesters see only what applies to them.
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