Catalog Administration Flashcards
What is Service Catalog?
A robust ordering system for users to request services and products offered by departments in the organization
What roles are required to manage multiple service catalogs and provide services to different teams in the organization?
catalog_admin
admin
How are the catalog items organized / grouped together?
Into categories
What is one limitation of Catalog Builder?
Certain entities cannot be created or edited with Catalog Builder
Which role creates the templates using Catalog Builder?
Catalog administrators
Who then uses the catalog builder templates and how?
Business and Process owners create catalog items using the templates based on gathered requirements
What roles can add advanced capabilities to Catalog Items?
Catalog admins and developers
What can one do using Catalog Builder?
- Create catalog items and item templates
- View available catalog items and item templates
- View recently updated catalog items
- View the configured content that describes the catalog building process in the organization
What are the 3 main parts under which catalog components fall?
- Order
- Order form
- Order process
What is generated when a catalog item is submitted?
- A Request, a Requested Item, and one or many Catalog Tasks
- A Task record (when the catalog item is a Record Producer)
What is an Order Guide?
A set of catalog items grouped logically together to be submitted under 1 request
What type of catalog item generates a Task record?
Record Producer
What are the characteristics of a catalog variable?
- Used to gather info relative to the customer’s needs
- Can affect the order price
- Flagged as Global by default (display in the execution tasks of the requested item)
- Defined once, can be reused in multiple places
- Are attached to a catalog item in the Service Catalog
What is a collection of variables that can be shared across various catalog items and order guides?
Variable Set
What are the common variable types?
- Multiple Choice
- Select Box
- Single Line Text
- Reference
- Checkbox
Where to navigate to create a Variable Set?
All > Service Catalog > Catalog Variables > Variable Sets
When creating a new Catalog Item, what are the options regarding the flow?
- Create a flow attached to the catalog item
- Use the Service Catalog Item Request base system flow
Where do we navigate to create a new catalog item or update an existing catalog item?
All > Service Catalog > Catalog Definitions > Maintain Items
To which entities can we attach variables?
- catalog item
- execution plan
What is Variable Set and how many fields does it have?
A container to store reusable Catalog Variables.
It has 2 fields: Name and Description
Where to navigate to create a Variable Set?
All > Service Catalog > Catalog Variables > Variable Sets
Where do we add the variables in a variable set?
In a Related List at the bottom of the Variable Set record after saving it
Which field establishes the order in the sequence of variables?
Order field
(100 to display first, 200 to display second, etc)
Which Catalog Item generates task-based records and can be used anywhere in the Platform?
Record Producer
Which records are created when an order is placed?
- Request
- Request Item
- Catalog task
What are the 3 Service Catalog tables?
- Request [sc_request]
- Requested Item [sc_req_item]
- Catalog Task [sc_task]
Where can users navigate to track their request?
All > Self-Service > My Requests
What do Flow Stages indicate?
The progress or state of an item in the delivery process
What are the Flow Stages?
- Waiting for Approval (In Progress)
- Approved
- Pending (Has not started)
- Fulfillment (In Progress)
- Deployment / Delivery
- Completed
What is the set of conditions that are evaluated to determine if a user can access a catalog item?
User Criteria
Where do we set the User Criteria?
In the Related List > Available for / Not Available for, on the catalog item form of the category form
Which User Criteria, between Available For and Not Available For, overrides the other?
Not Available For overrides Available For
We do not see the Related List Available For on a catalog item form. What must we do?
Configure the form to make it appear
Where to navigate to add new categories or categories hierarchies?
All > Service Catalog > Maintain Categories
Where to navigate to get to Flow Designer?
All > Process automation > Flow Designer
Where to navigate to find email notifications?
All > System Mailboxes > Outbound > Outbox
How to preview an email notification?
Right click on the email date and select Preview Email
