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Unified Catalog IT Asset Request Use Case
Learn how to use Unified Catalog to request and deliver IT assets, such as laptops.
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TechCorp has a growing workforce with diverse IT needs. The IT department faces challenges due to irregular service requests, siloed systems, and inconsistent offerings. Employees often navigate to multiple channels (like email and the helpdesk) to request a laptop, leading to delays and dissatisfaction. To improve efficiency and user satisfaction, TechCorp wants to centralize and streamline the process of requesting and fulfilling IT assets . Unified Catalog provides a single interface for employees to request laptops and automates case creation, approval routing, and fulfillment.
The workflow shows how different personas are involved in requesting a laptop.
Stage 1: Initiate a Laptop Request
- Employee goes to Unified Catalog either via the web or mobile) and searches for “Request a Laptop” to launch the request process.
- Designer publishes the service process to Unified Catalog, associates the product manufacturer, and ensures that it is easily available for reference.
Stage 3: Create and Manage Cases
- Service Representative automatically receives a new case linked to the user and laptop. Monitors status.
- Designer sets up the field mappings for creating a case and auto-linking the asset and user. A service representative automatically receives new cases with the user and laptop linked.
Stage 4: Route for Approval
- Employee receives approval notification. If the requester isn't a manager, they await a decision from their manager.
- Service Representative monitors case progress and communicates status.
- Designer implements approval flow using Flow Orchestrator and routes it to the reporting manager.
Stage 5: Assign and Fulfill Assets
- Employee receives notification when a laptop is assigned.
- Service Representative assigns asset to user (if in stock), updates case status to “Completed” or flags as “Awaiting Stock.”
- Designer defines fulfillment steps:
- Inventory check
- Asset assignment
- Status updates
- Sets up IT team notifications for out-of-stock alerts
- Operations Manager tracks fulfillment of SLAs and monitors backlog of unfulfilled requests.
- Customer Success Leader analyzes:
- Request volumes
- Fulfillment timelines
- Policy alignment
Stage 6: Complete and Provide Feedback
- Employee confirms receipt of the device and optionally submits feedback.
- Service Representative closes the case. Follows up if needed based on feedback or escalations.
- Designer updates the service process or intake form based on feedback trends and publishes new versions.
- Operations Manager monitors end-to-end metrics and flags services for optimization.
- Customer Success Leader evaluates:
- Overall service quality
- User satisfaction
- Refinement of business goals
For example, John, a software developer at TechCorp based in the US, needs a new laptop. He launches Unified Catalog and selects the service process to request a laptop. John completes the ScreenFlow form, selecting a MacBook and providing the necessary details. He submits the form and receives an immediate confirmation.
Unified Catalog creates a case. The case is set up to map the intake fields and link John and the MacBook, making it easy for a support agent to track the request. The approval flow routes John’s request to his reporting manager for review.
When the request is approved, the system automatically checks the inventory. If the laptop is available, the case status is marked as complete, and John is sent a confirmation. If the laptop isn’t in stock, the IT team is notified of the stock gap.
John confirms that he received the device. Optionally, he can submit feedback to help the IT department improve the service.
