What Are Request Offerings in ISM & How Should I Use Them?

Ivanti ISM (Ivanti Service Manager/ITAM) has a service catalog that customers can use to request items and/or services from your service desk.There are 3 different types:

  • External Offerings for links to outside URLs.


Since most help desk offerings don’t distinguish between Incidents and Service Requests (and other record types), the Service Catalog option is a new thing to most customers—Being able to provide customers an option to “ask” for something to be fixed or ask for something new that the service desk provides’ in one place opens up the IT world to a company’s customer base.

The issue then becomes: what's the real difference between these items? Most companies that are not ITIL® savvy struggle with a true request for something versus "I already have something, but it’s broken." Once this step has been accomplished, how do I really define a request offering? For form offerings, it's very straight forward IF and once your incident categorization has been vetted out. Form Offerings in ISM basically use an incident-based template to fill in all the needed fields to create an incident, even fields that the customer (end-user) can’t see on the form.

Request offerings, on the other hand, are a whole different issue, since request offerings are built by first designing your form, using OOTB controls, then creating a workflow, if needed to automate fulfillment. Then the questions to ask are: 

  • Whom am I publishing this request too? 

  • Should everyone be able to “hire” someone as an example? 

  • Should this offering type only be allowed by managers to submit?

 

So, here is a breakdown of the main areas to consider when using Request offerings that become a Service Request record in ISM.

Form Design

What type of questions are we asking the requester and how do we want to control input? Here are the OOTB options:

  • Check Boxes

  • Text, Number or Mask Field—Single line of input

  • Text Area—Multiple lines of input

  • Category Heading—Can be used to create pages within the request offering

  • Row Aligner—Allows grouping of items.

  • Drop down selection—Used for lists of controlled data or simple yes/no options

  • Date/time fields

  • Images

  • Attachments

  • Lists control—Allows for a list of items in which you can select one or more items.

 

Workflow

  • Using Control Blocks—Too many to list here, you can create tasks, approvals, updates to objects, invoke other workflows, integrate with other things like CMBD imports, Ivanti Voice, Ivanti Automation, etc.

  • Publishing Access to the Request—This is an area in which you can leverage the Organizational Chart and or Locations, so if HR is the only department that should see a given request, you can control this.

As you can see a lot is going on within the Request offering object. Having a good idea of these concepts upfront before creating them will save a lot of time and effort. Most customers have some sort of online form(s) that create an email, then a ticket in an existing system. Using Ivanti Request Offerings gives you the ability to control who can submit a request, who will be tasked to fulfill the request and who should approve the request if needed.

While it can take considerable effort to create requests, once there done and published, you're ready to go!

 

About the Author
Michael Yarros is an ISM consultant and has developed the Service Catalog and request offerings for numerous Flycast Partners and Heat software customers.

By Michael Yarros | November 10th, 2019 | 0 Comments

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