Getting Started

If you are a first time ServicePlaza user, this guide will help you to get sorted and explain relevant information to get started with initial configuration of a ServicePlaza instance. Furthermore you´ll learn to fully operate and configure your ServicePlaza environment. . It explains which business transactions the individual setup assistants, reports but also the service management functions cover and how they can be used. Within the framework of ITIL processes, the manual is also aimed at employees from the IT service environment who use ServicePlaza in the sense of IT administration and configure it from the point of view of service management processes or a service provider.

Please note that this manual is not intended for end users who use the automated setup wizards or guided business processes exclusively for their application needs. For these purposes, it is recommended to provide tailor-made training materials that focus on such usages.

Plan your ServicePlaza instance

A prerequisite to start with ServicePlaza is to have an instance available. So, if you do not have an instance, go to https://serviceplaza.io and request a trial.

For customers that do not want to be your ServicePlaza as a cloud environment, we also provide a on-premises ServicePlaza instance. Please contact for further details.

For a new ServicePlaza instance you log in via your dedicated web portal in the syntax of https://.serviceplaza.io. The credentials to login have been provided to you during the onboarding process.

Explore your ServicePlaza instance.

After logging in for the first time, you may want to explore your ServicePlaza instance. This chapter will show you the most important sections.

Service Catalog

One of ServicePlaza’s core functions is to provide a service catalog. The service catalog provided to your end users will act as a self-service portal, so that users can order what they need depending of what is offered in the service catalog. Just think of a web shop and you get the idea.

However, ServicePlaza’s Service Catalog is way more than a web shop. As to provide IT-services to your users you may need additional information’s from the requester and those may be customized as required.

Check the Service Catalog chapter for more details.

Inventory

With the Inventory module you get a flexible and highly customizable Configuration Management Database (CMDB). Create assets (configuration items aka CIs) manually or integrate them into the ordering workflow. So you´ll never miss adding assets to your CMDB as its integrated in your daily work.

Use our Workflow module to setup synchronizations with your element manager systems and extract data from them automatically.

Inventory also provides the ability to set relationships across CI´s in a parent / child manner.

Check the Inventory chapter for more details.

Workflow

Workflow gives you all the powerful tools to automate your processes. You want to make sure that access to your CRM system is configured once it has been approved by the line manager?

Sure. Just create your workflow, integrate it into the ordering pipeline and you´re done. If you are familiar with Python or PowerShell, you can just integrate those scripts into workflow. Or you want to make sure of already existing automations like Azure function, IFTTT or Zapier. You can use the http trigger to start existing actions in other automation systems as well.

Check the Workflow chapter for more details.

Invoice

With our Invoice module we want to provide transparency across your environment. As IT department you often have the issue that you are a cost center and you have to make sure to get your invests to keep everything running.

But what if, you would be able to assign your costs to the departments that you provide your IT services to?

Invoice can drill down the existing costs of services and changes to departments where they occur. Those may be one-time costs or recurring costs like subscriptions for software packages.

Check the Invoice chapter for more details.

Helpdesk

Of course, we can´t (or will) automate all requests from our users, so there is the need to sort, prioritize and work on those requests / incidents. Helpdesk will provide you a flexible interface for the standard tasks. You can create multiple queues, create teams to serve those queues and assign members into the teams to make sure that the request finds the right person to solve the issue or request.

Of course, Helpdesk is not limited to IT related work. You can also setup your process flows for other departments like HR (human resources).

Check the Helpdesk chapter for more details.