Halo Implementation Series – Self Service Portal (Service Catalogue) Video 19

okay hi everyone and welcome to uh another installment in the Halo implementation series uh in this video we're going to talk about or continue to talk about the enduser portal and talk specifically around the uh service catalog with me today again I have my absolute favorite person at at Halo um Mr Halo himself I know he never gets tired of me saying that um Mr Morgan esman how are you doing sir yeah very good thank you I tell you what um start making some of the other people at Halo jealous favorite person at Halo Mr Halo um hopefully these videos don't get around internally hey well exactly I mean you know people like Timm might start getting a little bit upset that I'm I'm kind of you know bit of favoritism but yeah yeah my review is coming up soon so uh yeah he's he's Mr Halo he's Mr Halo I I'll stop for a little while and then I'll I'll kind of I'll call him Mr Halo until your reviews done and then um and then I'll I'll go back to calling you that so um but pleasure to be here again absolutely and and as always always appreciate it so um today we said we're going to talk about um well we're going to carry on with the the um end user portal that we talked about uh last time but we're going to focus specifically the service catalog so yeah yeah yeah absolutely so um I mean a lot of the configuration of the self-service portal is relatively basic um I mean it's going to involve creating user roles as we discussed in the last session and making sure those user roles have the correct permissions and making sure the users have the correct roles um beyond that you're going to be adding your menu buttons in again if you haven't watched the last episode in the series uh some of these phrases won't make much sense to you so definitely recommend watching that if you haven't um if you have then you'll know the concept of menu buttons so uh setting the menu buttons are relatively straightforward but there's one aspect of the self-service portal that everyone gets a lot of value from uh it's very powerful it's very configurable um but it's the part of the self service portal that requires the most attention so I thought it would be uh useful to have a dedicated session looking at uh the the service catalog so we have briefly touched on the service catalog earlier on in the series um but yeah we'll just have a look purely at the service catalog and the configuration options behind it y sounds good so um firstly the the actual service catalog itself is not in configuration it's its own module so if we click into that we can break this screen down into two sections really um of course the main bulk of the screen is the list of services that um that we have configured in Halo uh and then on the left hand side here we have our different service categories so service categories can be created uh or edited just by right clicking on the list itself we've got a couple of options in here um of course the ability to add an icon and a title and a summary um the ability to set a sequence hence ordering the uh the service categories and then we've also got this user access section um where we have two options here we have a service access level and then we have a user access option list um so firstly the user access so in here we can start to filter the services within a service category based on who is logging in into the self-service portal uh so if we go back and we well let's actually jump into the self service portal real quick and we go to service catalog here uh we see these three groups users and services uh and within here we have a Le request now I might not want everyone to log a lqu request I might actually want um only the management team to be able to log lever requests so uh that's where the motivation for our user access starts to come in so we can apply user access restrictions uh at service category level meaning that we restrict everything in here uh or sort of more generally restrict the actual option in the options at this level or we do also have a user access option within a given service in the service catalog with uh the same options as what we just saw a moment ago however of course we have here uh the ability to inherit the user access restrictions based on the category for the serviceing question um so yeah we can start to we can start to apply user access restrictions uh a good or a a common um example here is different customers might have uh different services that you provide and hence you want to start restricting the requests of those Services by customer so you can start to say that you know only Tony's Tire Emporium can log lever requests or you know only um Tony's Tire Emporium can log a a a request for fre CX support or something like that so you can start to start to restrict the services based on customer we also have this service access level so service access level is another way in which Services can be restricted um and there's three options in here one two or three and we saw in the last session that end users also have a service access level just in here yeah now um an end user will be able ble to request Services up to and including their service access level uh the default service access level I think is two but I actually think that in config users General there is a default service access level there as well so the default in here is two but of course you can change that um as you need keeping it as two is fine in 95% of cases um and the idea there is you have your C the number the more they can do basically right yeah yeah so uh you know you want those very special services uh admin writes request um you know uh backup file requests stuff like that um you want that to be very limited to only those particular users that have the maximum service access level and then of course go to the end users and you set that service access level accordingly yeah um uh service categories can also be grouped themselves so uh you might have for example um let's have a service in here and just call it sort of cloud services and we might want our cloud services category to to fall within the monitored Services category just like so just helps tidy up the um the options that we see on the left hand side here so you can start to drill down um and have multiple tiers of service category now um let's have a look at the configuration of services themselves so let's click into one of these at first we've got our details tab just setting high level information the name of the service the summary um of course we have the option to set or edit our icon up here we have our service category uh so this is how we link a service to a category um and yeah just sort of high level miscellaneous information in there the main bulk of the configuration is on the configuration tab itself so uh there's a few options in here the first one is you know do we actually want to show this service in the service catalog uh or not do we want users to be able to um log incidents against this service or simply just uh log service requests for this service do we want to show um Show the ticket screen itself uh once we have logged that service stuff like that and then is the service a monitor service we'll probably spend a bit of time looking at the monitor Services specifically in another session um for now we'll just leave that off yep and then down here we have our service request details so uh at its heart the service catalog is simply a collection of tickets ticket types slti templates where the type or the it type is service request so the service catalog is just a collection of tickets um specific ticket type or template but the important point is the iil type is service request now Services themselves we go to the portal the services themselves we can see on the screen here and and when clicking into one we have this form but this form is just the new ticket screen for our lever request ticket type um so we link the options the services in here to tickets ticket types and we do that from the configuration tab under our service request details here now for each of these um we have of course you know the option to uh set the label on the button itself here uh the option to specify whether or not we're going to use a ticket type or a ticket template um or a custom URL so we can actually just be navigated to uh a third party service for example if we're picking ticket type then we have our uh opt configuration options in here um which looks like it might actually also include tickets that are not just service requests now so config tickets ticket types incident cool so I guess foret what I just said about it only being iil type service request now it's all ticket types that can be logged by the portal by the looks of it um so yeah cool uh below that we have this option to show the new ticket screen or not so it might just be that you want it to be a quick button you just click that and the service is logged the ticket is created um or if we require or if the customer requires or sorry if you require the customer to provide a manual input fill in a form uh if it's a lever request who's leaving um then we'll want to show the new ticket screen which basically means when we click the button show this form yeah um we've also got this option down here of linking service requests to one another um which basic I mean I'm trying to think of a good example here uh so you have a hardware request um and your Hardware request might actually require a software request as well you getting a laptop but you also need these bits of software installed on it um so you can then link one service to a number of other services uh and I think that the result is the other other services are logged as child tickets of the original service we should probably just do it um because that is quite a mouthful so we've got a a desktop and then we'll go in here and we'll go in our optional service items and we'll pick software request and then uh we have our at that point we have our detail section which is the original service um more specifically the new ticket screen for our desktop request plus our optional Services um where we can then fill in the details uh that we want to link back to the original service in question service request um hopefully that makes sense I've bodged that a little bit but yeah hopefully yeah no that makes I mean yeah and I think that's that's something that um yeah I've shown a bunch of customers that or already kind of how to how to link the the two together and I think that's something that's so cool with the with the service catalog is being able to kind of go you know well yeah I've got this PC and now I want a bunch of other stuff that comes with it um so you put that under optional yeah that's it um you can actually have multiple different ser service request buttons for a given Service uh I've never seen this used on the uh PS well I've seen it Ed a couple times on the PSA side I suppose a good example might be um you know uh request the service or log an incident against the service and then you've got two different buttons um from your service item so if we do like desktop incident and then pick our ticket type of incident then we've got multiple different buttons here and of course Behind these buttons are just ticket types or ticket templates so when I click this I have my new incident screen uh versus when I click the request EST button I've got the desktop request so yeah you can have multiple different buttons per service item um and that is a brief introduction to the service catalog I suppose um big takeaway that I try to uh sort of make sure people are aware of is the service catalog in Halo is just a collection of ticket type slti templates um services are grouped by service category and uh user access can be applied at service category level or at service level um and that is either via a combination of the user access section itself and or the service access level where an end user has access to Services up to and including their service access level um and then the other so so that's one half of the the service catalog that takes quite a bit of time setting up because of course to have this you know in all its Glory you need to create your ticket types with all of the forms and the field lists against them and all of the configuration on that side and then all of the services and Link the services to the ticket types as we've got in here and and then the other side of the service catalog and of services is monitored Services um and how do we how do we track the status of a monitored service how do we update the status of a monitored service and uh how can customers see the status of a monitor service and uh for that we will have uh a look in our next session absolutely so yeah I think that's a great place to to wrap it up and I think that's really helped in terms of um you know people have always always asked and always wondered what the service catalog is is about and how it works I think that's that's been really good um and uh you know really good way to kind of display that stuff on um on the portal so um as always really appreciate it Morgan thank you so much for your time and like I always say on all these videos when I wrap up you know really appreciate that Halo is allowing us to do this um these videos are are getting you know a lot of exposure a lot of people watching them um you know and I I think it's really helping the community so really good thing we're doing thank you so much really appreciate that you spending the time to do these um I know I know how valuable your guys time is so um so it's good that uh good that you're spending the time with us so I really appreciate it and um look forward to seeing you on the next video always a pleasure and um yeah I'm pleased to hear the community getting value from these sessions and uh yeah full steam ahead and there's there's no end in sight so yeah cool excellent uh yeah see you on the next one excellent and thanks everyone for watching and we'll see you on the next video much by