Service Catalog - Service Categories

Service Category is a comprehensive list of IT services provided by an organization's IT department to its end users. Each service category contains a list of service templates, which are made available to user groups authorized to access them.
To configure service categories, go to Setup > Templates & Forms > Service Category. The list view displays all available IT and business services. From this page, you can add, edit, or delete service categories.
Within each category, related child categories and request templates are organized under the Service Categories, Service Templates, and Incident Templates tabs.

Adding Service Category   

• Go to Setup > Templates & Forms > Service Category.
• Click New Service Category.
• Provide a name and description.
• Select the service category under which the new category should be created.
  • To create it as a parent category, select Home from the drop-down.
  • To create it as a child category, select the appropriate parent category from the drop-down. Up to five levels of child categories can be created.
• Set an Icon for the service category. You can choose the icon from the available icons or upload a new icon.
• Click Save.

Edit/Delete a Service Category 

• To edit a service category, click the Actions icon beside the service category on the list view, and choose Edit.
• To delete a service category, click the Actions icon beside the service category on the list view, and choose Delete.

Copy Service Templates 

You can copy templates from the Service list to the Incident list and vice versa.

• Go to the Service Category list view under Setup.
• Click Copy Template displayed on the toolbar.
• Choose the service or incident template that you would like to duplicate. You can also search for a template within a specific service category in the drop-down.
• Choose the type to copy the template as: Incident or Service Template.
• Enter a name for the copied template under Copy as and specify the number of copies to be made.
• If you are copying the template as a service template, additionally select the service category under which it should be copied.
• Click Copy. To edit the template after copying, click Copy and Edit.

Associate/Dissociate Service Request SLA to Service Templates 

You can associate/dissociate a service SLA with service templates.
To associate service SLA(s) 

• Go to the Service Templates tab within a service category.
• Click the Actions icon beside the template and select Edit Template.
• Navigate to Associated SLAs.
• Click the drop-down beside Associate and select Associate existing SLA to associate an existing SLA. You can also create a new SLA by choosing Create new SLA.
• All service SLAs will be listed in the SLA drop-down. Select the one you wish to associate with the template.
• Enter a description for the SLA. This description will be displayed in the service request form.
• You can set this as the default SLA or choose specific user groups for which it should apply. User groups can be configured under Setup > Users & Permissions > User Groups.
• Enable Make this as default SLA checkbox to set the SLA as default for the service template.
• Click Save or Save and Associate more.

Click the Actions icon against an SLA under the Associate SLAs tab to set an SLA as default, or to disable or dissociate it. You can click Dissociate on the toolbar.