Use the IT Service Catalog as an Employee

Find and Initiate a Service Request

Let’s see how Unified Catalog can help you initiate requests through the self-service portal. In the self-service portal, you can find services in these ways.

• Categories: The catalog organizes offerings into logical groupings called Categories, such as Hardware Requests and Software, to help you navigate and find what you need.
• Search: The global search bar on the portal helps you find service requests, with relevant catalog items appearing in your search results.
• Knowledge Articles: If you are viewing a knowledge article, you can launch a relevant service request directly from the article page, bridging the gap between learning about a solution and initiating the corresponding action.

After you find the service you need, an interactive intake form guides you to provide the required information. For hardware requests, you can select products from curated lists.

Submit and Track Your Request

After you submit the form, the Unified Catalog generates a Case, Service Request, or an Incident record, depending on the configuration. You can monitor the status of your request in real time by viewing your submitted requests, cases or incidents in the My Tickets tab on the portal. You can also receive proactive notifications on your Slack app to stay in loop about the status of your requests.