creating and storing an ITILservice catalogue in Hornbill

[Teresa Ward]

We are working to create a full service catalogue and while some of this exists in our Service Portfolio there are other items that are non-customer facing that don't fit there. Is there somewhere in Hornbill where this can be created and stored?

[Adrian Simpkins]

Hi Teresa,

You can specify against the Service catalogue configuration if a request can be raised in the portal, in the service desk (internal) or both. We have a full catalogue as part of our ITIL implementation and have a mixture of catalogue items that are either internal, or customer facing. You can place these under an existing customer facing service, and just set the catalogue item to be internal only, or you could have a complete stand alone Service just for internal options. As an example we have an Internal Services and a Clinical System Internal Service where only items that are non customer facing are setup, and these are used exclusively by our Service Desk and Clinical teams solely by using Raise New in Service Manager.

Many thanks

Adrian