Service Request Management

A service is a container for IT assets that can be requested, approved, deployed, and completed as a unit. A service can consist of anything from a single VM to a combination of service components, such as:

  • Multi-cloud templates
  • VM templates
  • Amazon Marketplace AMIs
  • Virtual service templates
  • Cloud templates (CloudFormation templates, ARM templates, and GCP deployment configurations)
  • OVA/OVF templates
  • Custom components — used to represent both non-virtual assets (such as a phone) as well as tasks that modify existing assets (such as the installation of a database instance on an existing server)

Note: Custom components are different from VM and virtual service components. Once a request for a custom component is completed, the custom component isn't displayed or tracked in Commander or the Service Portal.

A service can be predefined (for example, as a vApp in vCenter) or built from individual components in Commander. Examples of services are:

  • A new hire service — which includes everything a new hire needs, such as a desktop machine, installed software applications, and a phone.
  • A lab service — which includes everything required to set up a software testing lab environment.

Some of the tasks involved in managing service requests include: