Define Services - Documentation for Bmc Service Request Management 8.1

A Service Request Definition (SRD) represents a request offering. After you deploy an SRD, it appears as a request in the request catalog. Users can select and submit requests in the catalog through the Request Entry console. For more information on SRD, see Creating Service Request Definitions.

An SRD is made up of the following components:

• Application object template (AOT) — An AOT defines a step within a process.
  Optionally, in an AOT, you can specify an application template to pre-populate fields in the fulfillment record when a request is created. Application templates are also known as application fulfillment templates because you create them from the underlying applications that fulfill their tasks. For example, you can create:
  
  • Work order templates with the BMC Work Order Management application
  • Change templates with the BMC Change Management application
  • Incident templates with the BMC Incident Management application

• Process definition template (PDT) — A PDT defines one or more processes. A PDT must contain at least one AOT, and can contain multiple AOTs and nested PDTs.

Defining a process for an SRD

You define a process in a PDT and a process step in an AOT.  Both these components can be reused to quickly create similar standardized SRDs. For example, a process to create a service offering to change an existing employee's cubicle can also be used to create a service offering to set up cubicles for new employees.

You can consolidate multiple processes into a single SRD to facilitate fulfilling and tracking the request. For example, when you create a request for onboarding new employees, you can build processes to trigger fulfillment of services by multiple groups within your organization, such as IT, human resources, facilities, security, finance, and training.

You can also define attributes, such as categorization, effective start and end dates, pricing information, approval criteria, and service level management criteria for a service offering.

You can define multiple steps for a process. For example, when you create a facilities request offering for changing employee cubicles, you can define questions to gather information such as:

• Requester's name, contact information, and current location
• Location of the new cubicle
• Configuration of the new cubicle
• Required height for the desk
• Number of chairs

You then map this information to the process that creates a change management record for fulfillment.

To fulfill the request, you can define processes for:

• Setting up and configuring the new cubicle
• Ordering the desk
• Ordering the chairs

Each process can be further broken down into smaller steps. For example, the process of ordering a new desk might involve:

• Contacting the vendor to order the desk
• Creating the purchase order