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Configuring the ServiceDesk application
139
About the Service Catalog and service items
are used to submit an incident, submit a knowledge base request, and create a
problem ticket.
You can also add customized service items to the Service Catalog. For example,
you can add service items for self-service activities such an as automated password
reset or an automated software request. Users who submit incidents can first
search the Service Catalog for any self-service items that help them resolve the
incident on their own. The self-service items can reduce incident submissions and
reduce the amount time that support workers spend resolving incidents. During
the incident submission process, users can search the Service Catalog for any
items that can help them solve the issue on their own. A support technician can
resolve an incident by suggesting a self-serve item.
The customization of the Service Catalog requires a full Workflow Solution license.
Examples of the custom service items are: automated password reset, automated
software request.
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