ITSM / Services
Service Categories
Group catalog services so Sophie finds Figma under Software, not buried under twenty unrelated forms.
Real-world scenario
Maya Chen · IT Manager at Bluewave Labs
Sophie searched "monitor" and almost submitted a VPN form by mistake. Maya adds clear categories. Software, Hardware, Security, so the portal browse experience matches how employees think about IT.
Before you begin
- ITSM license enabled
- Admin role to manage the service catalog
Overview
Categories group related services in the catalog. IT, HR, Facilities, Security, or labels that match your org. They improve discoverability in both the admin Services view and the Employee Portal, where Sophie browses before she searches.
Set up categories
- 1
Open Categories
In ITSM, go to Services → Categories. You'll see every group in your catalog sidebar.
- 2
Create a category
Click New Category. Enter a short, employee-friendly name and optional description.
- 3
Save and verify
The category appears in catalog filters for admins and in the Employee Portal browse view.
- 4
Assign services
When creating or editing a service, pick one or more categories. Figma License Request belongs under Software Access.
- 5
Reorder for discoverability
Drag categories to control display order, put the most-requested groups near the top.
WorkVerge example
Suggested category map
- Software Access. Figma License Request, JetBrains IDE, GitHub Copilot
- Hardware. External Monitor Request, Keyboard/Mouse Replacement
- Security. VPN Access Request, MFA Reset
- General IT. Password reset, account unlock (if not handled elsewhere)
Best practices
- Keep names short and employee-friendly, "Software Access" beats "SaaS Provisioning"
- Avoid putting the same service in multiple categories unless intentional (e.g. VPN under Security and Remote Work)
- Review category usage quarterly; merge low-traffic groups so the sidebar stays scannable
Categories before services
Related articles