Lesson 1
A service catalog user is someone who utilizes a catalog of IT services to request or manage those services. The “back end” refers to the administrative and operational aspects of the catalog, while the “front end” is the user interface for browsing and selecting services. The execution of a service request, whether automated or manual, is triggered by user interaction with the catalog.
Key Aspects of Service Catalog Use:
-
End-users (Front-end):
- Browsing and Selection: Users can browse the catalog to find the services they need, like requesting a new laptop or software installation.
- Requesting Services: Users submit service requests through the catalog interface, often filling out forms with relevant details.
- Tracking Requests: Users can track the progress of their requests through the catalog, seeing if they’ve been approved, fulfilled, or if there are any issues.
- Browsing and Selection: Users can browse the catalog to find the services they need, like requesting a new laptop or software installation.
-
Service Catalog Management (Back-end):
- Defining and Managing Services: Administrators define service offerings, including descriptions, costs, and approval workflows.
- Automating Processes: The catalog can automate tasks associated with service fulfillment, such as provisioning resources or assigning tasks.
- Security and Access Control: Administrators control which users or groups have access to specific services within the catalog.
- Defining and Managing Services: Administrators define service offerings, including descriptions, costs, and approval workflows.
Execution of Service Requests:
-
User Action:A user submits a service request through the catalog, which triggers the execution process.
-
Automated Fulfillment:If the service request is well-defined and can be automated, the system might automatically provision resources, assign tasks, or trigger other automated workflows.
-
Manual Fulfillment:Some service requests may require manual intervention by fulfillment teams, who will then update the catalog to reflect the status of the request.
-
Notifications:Users and fulfillment teams may receive notifications about the progress of the service request throughout the execution process.
In essence, the service catalog acts as a bridge between end-users and IT operations, providing a structured way to access and manage IT services, with automated or manual execution based on the specific service and its configuration.