ITSM / Services
Service Catalog
The catalog is how employees discover IT services without Slack, each entry routes to the right team with a form that captures what you need to fulfill the request.
Real-world scenario
Maya Chen · IT Manager at Bluewave Labs
Engineering keeps asking for the same three things: Figma, external monitors, and VPN access. Maya wants one catalog page where Sophie can self-serve instead of guessing which channel to use.
Before you begin
- ITSM license enabled
- Admin role to create or edit services
Overview
Services are repeatable IT offerings, software installs, access requests, hardware orders, policy attestations. You organize them with categories so employees find the right form in seconds, not after scrolling past unrelated options.
For example
- Software Access. Figma License Request, JetBrains IDE
- Hardware. External Monitor Request
- Security. VPN Access Request
How it works
- 1
Browse the catalog
In ITSM, open Services. You'll see every published offering with category filters on the left.
- 2
Review categories and forms
Each service has a description, assignee team, and a custom request form employees complete.
- 3
Employees submit from the portal
Staff open Employee Portal → Services, pick a catalog entry, and submit. WorkVerge creates a service ticket automatically.
- 4
IT fulfills via queues
Tickets land in Team Requests (team-scoped) and Service Requests (org-wide). Maya monitors volume on the ITSM Dashboard.
Manage services
From ITSM → Services you can:
- Create a service. Name, team, visibility, and form
- Form builder. Text, select, date, file upload fields
- Deployments. Push a service to a department on a schedule
Publish before you announce
What employees see
Published services appear in the Employee Portal under Services. Sophie searches "Figma," opens Figma License Request, fills in her manager and justification, and tracks status on My Requests. The same ticket record appears in IT queues, no duplicate data entry.
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