A well-structured service catalog transforms ticket opening from a confusing experience into a guided process. See how to implement it in GLPI 11 with native forms.
What it is and why to have a service catalog
The service catalog is the interface between IT and users. Instead of opening a generic ticket describing what is needed, the user chooses the desired service from an organized menu and fills in a specific form.
Benefits:
- Reduces misclassified tickets
- Automates assignment and SLA by service type
- Improves the user experience
- Generates indicators per service
Structuring the catalog
Step 1: List the services
Group services into clear categories:
- Access: VPN, email, internal systems, AD
- Equipment: laptop, monitor, mobile phone, peripherals
- Network: internet, Wi-Fi, network point
- Systems: ERP, CRM, BI, database
- Support: equipment, software, printer issues
Step 2: Define fields per service
Each service needs specific information. Example for "Request VPN access":
- Justification (required)
- Access period (start and end)
- Approving manager (dropdown)
Step 3: Implement in GLPI 11
In GLPI 11, use Assistance > Forms to create each catalog form:
- Create the form with the defined fields
- Configure the destination ticket category
- Set visibility rules by profile (self-service vs. technician)
- Configure approvals if necessary
Customer view vs. technical view
The catalog should have two layers:
- Customer view: simple, with accessible language. The user sees "Request laptop" and fills in a guided form.
- Technical view: behind the scenes, the ticket is automatically categorized, assigned to the correct group, with SLA and escalation rules applied.
Best practices
- Start with the 10 most frequently requested services
- Use names that users understand (avoid technical jargon)
- Include a description and estimated response time for each service
- Review the catalog quarterly based on usage data
Next step
With the catalog ready, configure the SLAs per service and implement incident management for tickets that deviate from the standard flow.
