This section describes how to integrate Service Catalog with the Change process management component of IBM Tivoli Change and Configuration Management Database (CCMDB), and with other process managers.
Some Service Catalog requests require a formal change approval or have other implementation needs that need to be coordinated through a release management process or another type of process request. For these Service Catalog requests, you can open a Process Request directly from a catalog order or from a catalog work plan task.
The Process Request application is used to create IT process requests for a wide variety of process managers, including the Change and Configuration process managers in CCMDB, Release Process Manager, Configuration Process Manager, Service Continuity Process Manager, and others. This product provides a number of ways in which you can launch Change and Release process requests directly from within Service Catalog.
In addition, you can use the Change process manager to fulfill a workorder task.
To do so, you perform a set of post-installation configuration steps. After you complete the configuration steps, you can add a new catalog service with Change process manager integration and define a new catalog service that includes a Change process request workorder task.
Launching a process request
You have two options for opening a Change or Release process request from within Service Catalog: by launching the request directly from a catalog order, and by launching a request from a work plan task.
Launching a process request from a catalog order
Perform the following steps to open a process request from a catalog order.
1. Open Catalog Request → Catalog Purchase Requisition → → Catalog Order → Process Request.
2. Follow the instructions in the″Use Process Manager to fulfill an order″ topic to complete the request. To locate this topic, navigate to Administering Service Catalog → Fulfillment Options overview → Use Process Manager to fulfill an orderin the information center navigation tree.
Launching a process request from a work plan task
Perform the following steps to open a process request from a work plan task.
1. Open Catalog Request → Catalog Purchase Requisition → → Catalog Order → Work Order Plan → Work Order Task → Process Request.
2. Follow the instructions in the″Use Process Manager to fulfill an order″ topic to complete the request. To locate this topic, navigate to Administering Service Catalog → Fulfillment Options overview → Use Process Manager to fulfill an orderin the information center navigation tree.
Using the Change process manager to fulfill a work order task
This section provides information about the post-installation configuration steps that are needed to fulfill a work order task using the Change component of IBM Tivoli Change and Configuration Process Manager (CCMDB). After you perform the configuration, you can add a new catalog service with Change integration and define a new catalog service with a Change process request work order task.
The built-in best practices content that is shipped with this product includes four catalog service offerings that leverage integration with the Change and Release process managers. Each offering has alternate fulfillment options and associated job plans for creating a Change process request that can use both the Change and Release process managers. This section lists these four service offerings.
Configuring your environment
Before you can use the Change process manager to fulfill work order tasks, you must perform a series of post-installation configuration steps. This configuration involves updating your security group authorization, enabling a cross-over domain trigger, and adding the PMSC_CRCHG workflow to each job plan task that creates a new process request.
Before you perform the configuration steps, ensure that IBM Tivoli Change and Configuration Management Database (CCMDB) is installed. The Change process manager is a component of CCMDB.
Perform the following steps to complete the required configuration:
1. Perform these steps to update your security group authorizations to include the PMREQUESTER group:
a. Go to Security → Security Users → PMSCOS.
b. Add the PMREQUESTER group.
2. Perform these steps to enable a cross-over domain trigger, which enables data fields to cross over from the activity task to the new process record:
a. Click System Configuration → Platform Configuration → Database Configurationto open the Database Configuration application.
b. Open the PMCOMSR object, and open the Attributes tab.
c. Filter on ORIGWOID to display a row for the ORIGWOID attribute, and select the WO2TCKT crossover domain in the Domain field.
d. To apply your configuration changes, open the List tab in the Database Configuration application, select the check box next to the change, and select Apply Configuration Changes from the Selection Action menu.
3. For each job plan task that creates a new process request, add the PMSC_CRCHG assisted workflow.
Defining a new catalog service with a Change process request work order task
After you configure you environment for integration with the Change process manager, you can define a new catalog service that includes a Change process request workorder task. This new service includes a number of reusable integration components, process request handling, and so on.
Follow these steps to define a new catalog service with a Change process request work order task:
1. Log in as the PMSCSDGN user.
2. Open the Classifications application, and create a new classification with the following values:
Note: The new classification will enable the user to select a classification for the process request. If inputs are needed from the user to fulfill the request, ensure that the classification used has attributes that match the attributes on the service fulfillment. When the service request is created, the values the user enters will be copied to the attributes on the process manager that match the attributes on the service fulfillment. Also ensure that the Use with field on the classification specifies that it can be used with a process manager.
Field Value
Classification <myclassification>
Description <text>
Use with : JOBPLAN JOBTASK PMCOMSR WOACTIVITY
WOCHANGE WORKORDER
Attributes : Each attribute name and type MUST match the service
offering data attribute.
3. Open the Job Plans application, and create a new job plan with the following values:
Field Value
Job Plan <myRFC_JOBPL>
Description <text>
Status Active
Template Type Activity
Duration 20
Task 1 Review Request - 10
Duration 5
Task 2 Send Request to Change Management
Duration 5
Classification <myClassification>
Assisted Workflow PMSC_CRCHG Action, Java custom class :
PmscCommReqCreatorAction.class Reusable class which performs all the Process record creation logic
Task 3 Notify Requestor to Test - 30
Duration 5
Task 4 Review Request - 40
Duration 5
4. Create a new fulfillment option with the following values:
Note: For an existing service offering, the new fulfillment will be listed as a fulfillment option selection for the corresponding catalog order.
Field Value
Fulfillment Option <myFUL_RFC >
Service Fulfillment <myRFC_SVR >
Modality Internal work order with job plan
Vendor <PMSCIGS>
Jobplan Select <myRFC_JOBPL>
Cost
Promised Lead Time (Days) 0
Default Enabled
5. Create an offering with the following values:
Field Value
Offering <myRFC_OFF >
Offering Description <text>
Service Fulfillment <myRFC_SVR >
Price
Purchase Requisition Approval Workflow None
The Status Change Event Listener is a built-in java class that automatically completes the original work order task when the process record completes.
Invoking a new catalog service with Change integration
After you configure you environment for integration with the Change process manager and add a new catalog service, you can invoke the catalog service that takes advantage of this integration.
The end-to-end flow for invoking the new catalog service is as follows:
1. A Service Catalog user requests a service.
2. The Service Catalog User Manager approves the request.
3. A Service Catalog Operations Analyst selects the Change Fulfillment (or accepts the default).
4. A Service Catalog Operations Specialist submits the work order.
Field values are automatically filled in by the WO2TCKT (or user-supplied) cross-over domain and the job plan classification.
Note: Full automation of the Change process request can be implemented by a workflow update.
5. The Change Owner accepts the process request.
6. The Change team completes the request, and the work order task is automatically completed.
7. a Service Catalog Operations Specialist completes the work order.
Predefined catalog services for creating Change process manager requests
The best practices content that ships with this product includes four predefined catalog service offerings that you can use as examples for creating Change process requests. Each catalog service offering has alternate fulfillment options and an example job plan.
The following table shows the predefined catalog services and their associated job plans:
Catalog service offering Associated job plan
Request Firewall Changes to Change PMP PMSC_0017C
Build New Server with Middleware PMSC_0021C
DB Install and Config PMSC_0007C
Middleware Install and Config PMSC_0010C
To view details about these catalog service offerings, click Reference → Service Catalog content → Service descriptions in the information center navigation tree. A list of the predefined catalog service offerings is displayed, and you can click any of the offerings to view a complete description of that offering.
To view details about the associated job plans, click Go To → Planning → Job Plans, and filter on PMSC. A list of the job plans for Service Catalog is displayed, and you can click on a job plan to view full information (including nested activities and tasks) for that job plan.
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