Creating a service offering through a self-service portal part 2: Pre-work

December 22, 2011 at 8:19 am in Uncategorized by mikeresseler

The series

In the first post we discussed what we are going to do through these series.  I showed the result and the high-level overview of what we are going to do in more detail in the different posts.

Today we are going to do the pre-work that is necessary to get our solution up and running.  The good news is that you only have to do this once.  Many of you will probably already have done this before but if not, here’s what I did in the environment.

Step 1: Create a management pack

Because I want to be able to export my work, or delete it when I have messed-up Smile I’m going to create a specific management pack for this job.  In fact, when we started discussing this, we wanted to create one management pack that hold all the information for specific HR offerings.  This is out of the scope for the posts, but know that you can use the management pack for other offerings also, prepare it in a lab and export / import it into your production environment… The way it should Smile

In Service Manager


go to Administration -> Management Packs


In the Tasks Pane choose Create Management Pack


In the Create Management Pack window, fill in the required information and press OK

Here you go, part one is done.  You will see in the next posts and all the work that we will do that I stress out a lot of putting it into the right management pack.  Keep that already in mind, because this is something that is forgotten a lot.

The second step we are going to do, and this is an optional step, is prepare a knowledge base article.

While I say that this is an optional step, I strongly believe that this is an added value to your solution.  Don’t forget you are working with end-users here and providing a knowledge base article for them is very important.  It is maybe not important when you present this to technical people (who reads them anyway…) but you would be surprised how many end-users actually read this before calling the service desk.  And even if they don’t do it, then you can agree with the service desk that they direct the end-user to the KB first.  It will save them a lot of work in the long run.

Before I create the knowledge base article, I’m first going to create a separate folder to store the specific HR articles into it.  This is again optional, but in a real-life environment, this will ease the work of those that need to create, adapt or archive the KB’s.


In service manager, go to Library –> Knowledge


In the tasks pane, click on Create Folder


Fill in the required data, and don’t forget to choose the correct management pack.

Finally, you can create a view inside that folder that targets to a specific category (in my example, I’ve created a KB category called Service Catalog)

Then, go back to Library –> Knowledge

and in the tasks pane, click on Create Knowledge Article


In the Knowledge Article window, fill in a Title, Description, add some keywords (separated by a semi-column), the owner of the article and so on



In the next tab (Analyst) you can enter the “manual” for the job


In the end choose Published to make the knowledge base available for further use (top left)

That’s it for now.  You have done some pre-work and you are ready to start with the next steps.  Important to remember is the management pack that you create once and the added value a knowledge base article will be for your end-users.  Oh yeah, if your KB article isn’t completely nice from the start, don’t worry about it.  You can always revision those afterwards.  The largest companies in the world do it the same way Smile