ITSM Portal for SCSM

ITSM Portal for SCSM

Built on cutting-edge HTML5 and CSS3, the itnetX ITSM Portal is a fast and intuitive alternative for the out-of-the-box SCSM Self-Service Portal. It allows end users to browse your IT Service Catalog, create new requests, view and update open requests, and work on activities as part of ITSM workflows. It offers all features present in the out-of-box SCSM Self-Service Portal, and adds enhanced features leading to a better Self-Service user experience. The same portal allows analysts to create and manage work items such as incident, service requests, and change requests. It also allows to view and edit items that live in the Service Manager CMDB. Using a web-based approach, the ITSM Portal for SCSM dramatically increases the flexibility and productivity of your team.

Supported Platforms

  • SCSM 2012 R2 (UR9)
  • SCSM 2016

Supported UI Languages

  • English
  • German
  • Spanish
  • French
  • Italian
  • Dutch
  • Polish
  • Portuguese
  • Russian
  • Chinese
  • Any other language (managed by customer)

Free Edition

The Self-Service Portal of end users is available as a FREE EDITION with reduced functionality. For more information, scroll down to see a comparison of features between the editions.

One-stop portal for end users and analysts

The itnetX ITSM Portal is a one-stop portal for both, your end users with self-servicing requirements, and your analysts with a need to work on work items and configuration items. Both parts of the portal have been uniquely designed to best match the characteristics of the different groups of users.

Responsive Design And Support For Mobile Devices

The portal automatically adjusts itself to the size of the used display. With that you can easily use the portal on desktop displays as well as mobile devices.

Conditional Questions

Questions in an offering can be configured to be displayed or hidden if one of the preceding questions matches a defined condition. You can create these conditions quickly and easily with our Advanced Request Offering Editor, available natively in the SCSM console.

Repeating Tables

Within a Request Offering you can include Repeating Tables. These Repeating Tables can display a set number of questions for a set or infinite number of iterations.

Checklist Activities

A Checklist Activity can be used similarly to a Manual Activity whereby a user is required to confirm that certain actions have been completed by checking items in the checklist.

Chained Service Requests

Chained Service Requests can be used in an activity workflow to provide additional information to a Service Request. The next request in the chain would be completed by a designated person or group after the initial request is created.

Advanced CMDB Query Results

We have introduced advanced configuration options for Query Results: you can now map query results to custom relationships, prevent caching of results to speed up browsing, expand results automatically, and set the portal user as a default value.

End User Portal

Analyst Portal

The following table compares the various editions of ITSM Portal:

Feature End User Portal FREE End User Portal Analyst Portal Portal Suite
Windows Authentication X X X
Forms Authentication X X X
Custom styles and themes X X X
Custom languages X X X
End User Portal
Anonymous Access X X X
Service Catalog Modes X X X
Custom Portal Views X X
Web Views X X
Custom Portal Forms X X X
Advanced Request Offerings
– Request Offerings for Change Requests X X
– Page Breaks X X
– Advanced Query Result settings X X
– Custom query result views X X
– Default values and constraints for prompts X X
– External Validation X X
– External Data Sources X X
– Auto-forward to next page X X
– Repeating Tables X X
– Conditional Questions X X
– Multimapping of prompts to properties X X
– Display icons of CIs X X X
Request Offering Summary View X X X
Request Offering Templates X X X
Checklist Activities X X
Form Filling Activities X X
Search X X X
Customer Satsifaction X X X
Announcements X X X
Knowledge Base X X X
Analyst Portal
Publish SCSM console views X X
Custom Portal Views X X
Web Views X X
Custom Portal Forms X X
Task Permissions X X
Customer Console Tasks X X
Search X X