Self Service Portal Display Categories
You can define Self Service portal display categories that appear in the list on the Service, Service Action, and Service Bundles Details windows in ASM Core, and when a user browses the Service Request Catalog in the Self Service Portal.
Self Service Portal Display Categories are crucial for organizing and presenting the various services, actions, and bundles within the ASM Core's Self Service Portal in a manner that's accessible and intuitive for end users. These categories appear in the Service Request Catalog, guiding users through the process of finding and requesting the services they need.
Purpose and Value
The primary purpose of these categories is not to mirror the internal services structure directly but rather to curate an experience that is straightforward and engaging for the end user. This approach has several key benefits:
Improved User Experience: By using language and categorizations that are familiar to the end user, organizations can significantly reduce the time it takes for users to find what they need, thereby enhancing overall satisfaction and efficiency.
Simplified Navigation: Keeping the list clean and concise prevents information overload, making it easier for users to navigate the catalog without feeling overwhelmed.
Enhanced Accessibility: Not all users will have the background or patience to understand complex internal categorizations. Using end-user-friendly language ensures that the services are accessible to a wider audience.
Strategic Alignment: This method allows organizations to align the display categories with broader business goals or user needs, rather than being constrained by the internal IT structure.
In essence, Self Service Portal Display Categories serve as a bridge between the complex services structure of an organization and the simplicity needed for a non-technical user base. They play a crucial role in making the Self Service Portal a valuable tool for the organization and its users by ensuring that the services catalog is approachable, understandable, and aligned with the users' perspectives.
Example Self Service Portal Display Categories
When considering how to effectively organize services within the Self Service Portal, it's important to use language and categorizations that resonate with end users. Below is an example of how the listed services might be categorized in a user-friendly manner:
Administrative Services
Office Supplies & Procurement - Easily request new supplies or services.
Facilities Management - Report issues or request changes to your workspace.
Technology Services
IT Support - Get help with computer or network issues.
Hardware Requests -Request new devices or accessories.
Software & Applications - Access new software or get support for current applications.
Communication & Collaboration
Meeting & Conference Tools - Request access to tools that facilitate communication and collaboration.
Telecom Services - For phone-related services or to change existing setups.
This structure is aimed at simplifying navigation and making the catalog more intuitive for users who may not be familiar with the organization's internal terminologies.
Creating a Portal Display Category
Before you start
You must have CMDB Setup enabled within your General Access Security Role in order to configure any CMDB administration settings. Depending on if/how your system is partitioned, ensure that you are in the correct partition.
Select the Menu button, then Admin, and then select System Administration. The System Administration window is displayed. In the Explorer pane expand CMDB.
Select Self Service Portal Display Categories to open the window.
Select Add New in the topmost tier.
Type the name of the category in the Tier 1 field.
To add lower tiers linked to this tier, first select the tier.
Select Add New in the table for the next tier, and type the required value.
You may wish to hide items in lower tiers from view in the Self Service Portal. You can do so by selecting the Hide Child checkbox next to the category.
This will automatically select all of the items in the lower tier.
However, if you only want to hide some of the items, you can deselect those that you want to make visible.
You may want to use this feature if, say, all of the items in lower categories are automatically ordered as part of an item in a higher category, and you do not want them to be selectable on an individual basis.
Select to save the changes. Provide the Change Reasons if prompted to do so.
Renaming a Portal Display Category
Select the Menu button, then Admin, and then select System Administration. The System Administration window is displayed. In the Explorer pane expand CMDB.
Select Self Service Portal Display Categories to open the window.
Select the category entry you want to rename.
If you want to rename an entry in a lower tier, ensure that you have selected the correct entry in the higher tiers to display the entry.
Type the name you want to assign for the selected Portal Display Category.
Select to save the changes. Provide the Change Reasons if prompted to do so.
Deleting a Portal Display Category
Select the Menu button, then Admin, and then select System Administration. The System Administration window is displayed. In the Explorer pane expand CMDB.
Select Self Service Portal Display Categories to open the window.
Select the category you want to delete.
Select Delete. You cannot delete the default entry. If you select it, the Delete button is grayed out.
If you try to delete a category that has linked categories, the system will display a message that the selected category has linked tiers and the linked tiers will also be deleted.
Select Yes to delete the selected category and its linked categories or No to close the message without deleting any values.
Select to save the changes. Provide the Change Reasons if prompted to do so.
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