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THWACK Tuesday Tip :: Creating a Service Catalog Item

Community Manager

Creating a Service Catalog Item

May 12, 2020

What is a service request? How is it different from an incident? Watch this video to learn how to create a service catalog, helping automate workflows for employee requests.
Level 20

This is kinda the evolution of ITIL having workflow scripts for the helpdesk to follow.  We use them with Remedy.  One good thing Remedy did (I've lived with it for years) is following ITIL from the beginning.

Community Manager
Community Manager

I guess when I used Remedy (many MANY years ago) my company didn't set it up correctly.  😉

Realistically, as long as a product understands (and can support) the various levels to help your organization work correctly, then that is a "win."  For me, I don't care what product you use, but I care that you get to go home at the end of day.  I'm glad that Remedy is working for your organization.

About the Author
Kevin's first computer was the family TI-99/4A. He's learned computing the best way possible: by fixing his own broken machines. He was a SolarWinds customer for nearly 10 years before joining the company. He's worked the range of IT jobs: from the 3-person consultancy to the international law firm. Along the way, he's become a SolarWinds advocate and evangelist of monitoring glory. His passions include shooting archery, blacksmithing, playing D&D, and helping IT professionals leave at a reasonable time each and every day.