Catalog & Request Flashcards
What are the phases of a Request?
Submittal
Approval
Fulfillment
Closure
What are the kinds of approvals of a request?
Gating: It’s a kind of review before starting the processes, and notifications occur at the request level.
Process: These are the approval processes themselves, which depend on defined workflows and flows.
What are the main tables of service catalog?
Sc_request: Where requests related to the catalog are stored.
Sc_req_item: Where requested items are stored.
Sc_task: Where tasks related to the catalog are stored.
What are the permissions for someone with the admin role on catalog?
Everthing except maintain top request.
What are the permissions for someone with the itil+itil_admin roles on catalog?
Delete catalog task
What are the permissions for someone with the catalog_admin role on catalog?
Everthing except maintain top request and delete catalog tasks
What are the permissions for someone with catalog_builder_editor role on catalog?
Maintain and create items on catalog builder
What are the permissions for someone with the catalog_manager role on catalog?
Maintain categories and catalog definitions
Update Catalog Manager
Maintain and create catalog items
What are the permissions for someone with the catalog_editor role on catalog?
Maintain categories and catalog definitions
Maintain and create catalog items
What are the permissions for someone with the user_criteria_admin role on catalog?
Maintain user criteria
What are the permissions for someone with the admin role on service request?
Everthing
What are the permissions for someone with the itil+itil_admin roles on service request?
Everthing but update and approve requests
What are the permissions for someone with the itil role on service request?
Everthing but update, approve requests, delete requested item and read categories
What are the permissions for someone with the catalog_admin role on service request?
Update requests
Read Catalog definition and items and categories
What are the permissions for someone with the catalog_manager and/or catalog_editor roles on service request?
Read Catalog definition and items and categories
What are the permissions for someone with the sn_request_read role on service request?
Read Catalog definition and items and categories, requests, catalog items and catalog tasks
What are the permissions for someone with the sn_request_write role on service request?
Read Catalog definition and items and categories, requests, catalog items and catalog tasks
Update catalog tasks and update request
What are the permissions for someone with the approver_user role on service request?
Read Catalog definition and items and categories, requests, catalog items and catalog tasks
Approve a request.
What are the possible item states of a catalog item on creation?
Draft: This state is for an item being created or edited but not yet published in the catalog.
Publishing: A transitional state, it can last for a few seconds, and only occurs when this item is created for the first time.
Published: The item is already visible in the catalog.
What can be content item in a catalog?
Articles in the Knowledge Base.
Another catalog.
A module.
External content.
In which related list can you associate a SLA with a Service Offering?
Service Commitments
How can you associate an item or service with a catalog category and make it available to the Employee Center?
Go to Content Taxonomy > Taxonomies,
Open the Employee record,
Choose or Create a Child record,
Click on “add content from a catalog category”
Select the desired in the slush bucket
The item will be now available in the Employee Center
How can you create a category in the Employee Center?
Go to Content Taxonomy > Taxonomies,
Open the Employee record,
Create a Child record in the related list.
How can you add a catalog to the Service Portal?
Go to Service Portalls> Portals
Open the Service Portal record
From the Catalogs related list, click edit
Move the desired to the Catalogs List.
