ITSM / Services
How to Create a Service
Publish a catalog entry so Sophie can request Figma, a monitor, or VPN access through a form, not a Slack thread.
Real-world scenario
Maya Chen · IT Manager at Bluewave Labs
Design leads keep asking for Figma seats. Maya creates a standardized "Figma License Request" service with manager approval built into the form, so finance and IT get the same fields every time.
Before you begin
- ITSM license enabled
- At least one service category created
- An assignee team configured in My Organization
Overview
Each catalog service ties together a name, routing rules, visibility, and a request form. When Sophie submits, WorkVerge creates a service ticket and notifies the assignee team, you don't re-enter her answers manually.
Create a service
- 1
Open Create Service
In ITSM, go to Services and click Create Service. The setup form opens on the right.
- 2
Name and describe it
Use the name employees will search for, e.g. "Figma License Request", and a one-line description of what happens after submit.
- 3
Pick a category
Assign Software Access, Hardware, or Security so the catalog stays organized.
- 4
Set routing
Choose the default assignee team (e.g. IT Operations) and SLA template if your org uses one.
- 5
Set visibility
Available to all employees, or restricted to specific teams or groups.
- 6
Attach a request form
Create or link a form via the form builder, manager approval, justification, device preferences.
- 7
Publish
Click Publish. The service appears in the catalog and Employee Portal immediately.
Required fields
Figma License Request (sample values)
- Name: Figma License Request
- Category: Software Access
- Assignee team: IT Operations
- Visibility: All employees
- Form fields: Manager email (required), Business justification (textarea), Existing Figma seat? (yes/no)
You need all four pillars: name, category, assignee team, and request form. Skip any of these and tickets may route nowhere or arrive with too little context to fulfill.
After you publish
Tell employees the service exists, or roll it out via an ITSM Deployment if you need completion tracking across a department. Monitor incoming tickets in Team Requests and tune the form in the Form Builder if IT keeps asking for the same missing detail.
Draft vs published
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