Service Catalog

Introduction

The Service Catalog in GLPI 11.0 represents a major redesign of the self-service interface, providing end users with a modern and intuitive experience to access IT services. This new version introduces an advanced categorization system, visual illustrations, and intelligent search capabilities.

Service Catalog Objectives

• Simplify service access: Modern and intuitive interface;

• Enhance user experience: Category-based navigation with illustrations;

• Facilitate search: Advanced fuzzy search and smart filters;

• Organize services: Hierarchical category system;

• Customize display: Rich illustrations and descriptions;

Service Catalog Configuration

Enabling the Service Catalog

Step 1: Global Configuration

1. Log in with an administrator account;

2. Navigate to Administration > Entities;

3. Select the root entity or target entity;

4. Access the Helpdesk home tab;

Step 2: Catalog Settings

The configuration options available are:

Search bar:

• Options: Enabled/Disabled;

• For child entities: additional "Inherited from parent entity" option;

Service catalog:

• Options: Enabled/Disabled

• For child entities: additional "Inherited from parent entity" option

Expand categories in the service catalog:

• Options: Enabled/Disabled

• For child entities: additional "Inherited from parent entity" option

Step 3: Save Configuration

Click the "Save general settings" button to apply the changes.

Categories Management

Creating Categories

Step 1: Access to Category Management

1. Navigate to Administration > Forms > Service catalog categories

   

2. Click Add to create a new category

   

Step 2: Category Configuration

Step 3: Visual Settings

Illustration:

• Supported formats: PNG, JPG, SVG;

• Recommended size: 400x300px;

• Default illustration if not specified;

Rich description:

• Limited HTML support (no images)

Hierarchical Organization

Recommended structure:

📁 IT Services
├── 📁 Hardware
│   ├── 📋 Computer request
│   └── 📋 Accessory request
├── 📁 Software
│   ├── 📋 Software installation
│   └── 📋 Software license
└── 📁 Support
    ├── 📋 Technical assistance
    └── 📋 Training

Best practices:

• Maximum 3 levels depth

• Short and explicit names

• Consistent illustrations by theme

• Clear and concise descriptions

Forms Configuration

Adding a Form to the Catalog

Step 1: Form Creation/Edition

1. Navigate to Administration > Forms

2. Create a new form or edit an existing one

3. Access the Service catalog tab

   

Step 2: Catalog Configuration

Catalog Information:

Step 3: Advanced Metadata

Optimized description:

• Use rich editor for formatting

• Avoid images (not supported)

• Keep concise (3-4 lines max)

• Include keywords for search

Custom illustration:

• Integrated illustration selector

• Default icon library

• Custom image upload

Access Rights Management

Form Access Control:

• Uses GLPI access control system

• Checks logged-in user rights

• Automatically filters inaccessible forms

• Supports entities and recursivity

Rights Configuration:

1. Access the form's Access control tab

2. Define access criteria (profiles, entities, etc.)

3. Test with different user accounts

   

User Experience

Catalog Navigation

Catalog Access

1. Log in to the GLPI user interface

2. Navigate directly to /ServiceCatalog or access via the + Create a ticket button

Search Features

Search bar:

• Fuzzy search: Typo tolerance

• Real-time search: Instant filtering

• Search fields: Service name and description

• Pinned services: Always visible, non-filtered

Search examples:

• computr → finds "Computer request"

• install → finds "Software installation"

• hardware → finds all services in "Hardware" category

Sort Options

Available strategies:

Popularity sort:

• Based on usage count;

• Highlights popular services;

• Useful for identifying recurring needs;

Advanced Features

Knowledge Base Integration

Automatic display:

• Knowledge base articles integrated in catalog

• User access rights filtering

• Unified search (forms + articles)

Configuration:

1. Edit the concerned knowledge base;

2. Service catalog tab;

3. Check activation toggle ☑️;

   

Pinned Services

Feature:

• Priority services always visible;

• Not affected by search filters;

• Positioned first in display;

Configuration:

1. Edit the concerned form;

2. Service catalog tab;

3. Check Pin to top ☑️;

   

Administration and Rights

Required Rights

Administrator:

• Entities: Service catalog configuration per entity;

• Forms: Form creation and management;

• Categories: Category hierarchy management;

Service Manager:

• Forms: Service catalog metadata modification;

• Categories: Creation within entity scope;

End User:

• Assistance: Read-only service catalog access;

• Forms: Form submission according to access rights.