Service Catalog Automation Examples

Service Status Automations

Service Status Change Notification

Email Template (Status = Outage):

Subject: [URGENT] Service Outage: {{Service Name}}

SERVICE STATUS CHANGE

Service: {{Service Name}}
Previous Status: {{previous_status}}
New Status: OUTAGE
Criticality: {{Criticality}}

Owner: {{Owner.Full Name}}
Support Team: {{Support Team.Team Name}}

{{#if Support Team.Slack Channel}}
Updates will be posted to: {{Support Team.Slack Channel}}
{{/if}}

Please join the incident response immediately.

Email Template (Status = Operational):

Subject: [RESOLVED] Service Restored: {{Service Name}}

SERVICE STATUS CHANGE

Service: {{Service Name}}
Previous Status: {{previous_status}}
New Status: OPERATIONAL

The service has been restored to normal operation.

Duration: {{outage_duration}}

Critical Service Health Check

Query:

objectType = "Business Service"
AND Criticality = "Critical"
AND Status != "Operational"

Escalation Thresholds:

SLA Tracking Automations

SLA Performance Dashboard Update

Services by SLA Tier:

objectType = "Business Service"
AND Status = "Operational"
AND "Service Level".Level Name = "Gold"

Services Missing SLA:

objectType = "Business Service"
AND Status = "Operational"
AND "Service Level" IS EMPTY

SLA Breach Alert

Alert Template:

Subject: [SLA BREACH] {{Service Name}} Below Availability Target

SLA BREACH ALERT

Service: {{Service Name}}
SLA Tier: {{Service Level.Level Name}}
Target Availability: {{Service Level.Availability Target}}
Current Availability: {{current_availability}}%
Shortfall: {{breach_amount}}%

Owner: {{Owner.Full Name}} ({{Owner.Email}})
Support Team: {{Support Team.Team Name}}

Immediate investigation required.

Request Routing Automations

Service Request Assignment

Logic:

def route_request(request, service_key):
    service = get_service(service_key)

    if service.support_team:
        assign_to_team(request, service.support_team)
        notify_team(service.support_team, request)
    else:
        # Fallback to default queue
        assign_to_default_queue(request)
        alert_catalog_manager("Service without support team", service)

Service Request SLA Application

Logic:

def apply_request_sla(request, service_key, request_type_key):
    # First check request type for specific SLA
    request_type = get_request_type(request_type_key)
    if request_type and request_type.expected_sla:
        apply_sla(request, request_type.expected_sla)
        return

    # Fall back to service SLA
    service = get_service(service_key)
    if service and service.service_level:
        apply_sla(request, service.service_level)
        return

    # Default SLA
    apply_sla(request, get_default_sla())

Knowledge Article Automations

Knowledge Article Suggestion

Query:

objectType = "Knowledge Article"
AND Service = "{{current_service_key}}"
AND Status = "Published"
ORDER BY Views DESC

Stale Knowledge Article Detection

Query - Articles not updated in 180 days:

objectType = "Knowledge Article"
AND Status = "Published"
AND "Last Updated" < now(-180d)

Query - Low-view articles (potential removal):

objectType = "Knowledge Article"
AND Status = "Published"
AND Views < 10
AND "Last Updated" < now(-90d)

Email Template:

Subject: [CMDB] Knowledge Article Review Required

STALE KNOWLEDGE ARTICLES

The following articles haven't been updated in 180+ days:

{{#each stale_articles}}
- {{Title}}
  Service: {{Service.Service Name}}
  Last Updated: {{Last Updated}}
  Views: {{Views}}
  URL: {{URL}}
{{/each}}

LOW ENGAGEMENT ARTICLES

The following articles have fewer than 10 views and may need review:

{{#each low_view_articles}}
- {{Title}}
  Service: {{Service.Service Name}}
  Views: {{Views}}
{{/each}}

Please review and update or archive as appropriate.

Consumer Notification Automations

Service Maintenance Notification

Query - Find affected offerings:

objectType = "Service Offering"
AND Service = "{{service_key}}"
AND Status = "Available"

Email Template:

Subject: [Planned Maintenance] {{Service Name}}

SCHEDULED MAINTENANCE NOTIFICATION

Service: {{Service Name}}
Category: {{Category.Category Name}}
Maintenance Window: {{maintenance_start}} - {{maintenance_end}}

What to Expect:
- The service will be unavailable during this window
- Affected offerings: {{affected_offerings_count}}

Affected Service Offerings:
{{#each affected_offerings}}
- {{Offering Name}}
{{/each}}

Questions? Contact {{Support Team.Team Name}} at {{Support Team.Email}}

New Service Announcement

Email Template:

Subject: [New Service] {{Service Name}} Now Available

NEW SERVICE ANNOUNCEMENT

We're pleased to announce a new service is now available:

Service: {{Service Name}}
Category: {{Category.Category Name}}
Description: {{Description}}

Service Level: {{Service Level.Level Name}}
Support Hours: {{Service Level.Support Hours}}

Available Offerings:
{{#each offerings}}
- {{Offering Name}}: {{Description}}
  Fulfillment Time: {{Fulfillment Time}}
{{/each}}

Getting Started:
Visit the service catalog to explore offerings and submit requests.

Questions? Contact {{Owner.Full Name}} ({{Owner.Email}})

Service Lifecycle Automations

Service Deprecation Reminder

Query:

objectType = "Business Service"
AND Status = "Deprecated"
AND deprecation_date IS NOT EMPTY

Service Without Owner Alert

Query - No owner assigned:

objectType = "Business Service"
AND Owner IS EMPTY
AND Status != "Retired"

Query - Owner is inactive:

objectType = "Business Service"
AND Owner.Status = "Inactive"
AND Status = "Operational"

Alert Template:

Subject: [CMDB] Services Without Active Owners

OWNERSHIP GAPS DETECTED

Services Without Any Owner:
{{#each no_owner}}
- {{Service Name}} ({{Criticality}})
{{/each}}

Services With Inactive Owners:
{{#each inactive_owner}}
- {{Service Name}}
  Former Owner: {{Owner.Full Name}} (Inactive)
{{/each}}

Please assign active owners to maintain accountability.

Integration Patterns

Status Page Integration

Pattern: Sync service status to external status page

Trigger: Business Service Status changed

Webhook Payload:

{
  "event": "service_status_change",
  "service": {
    "id": "{{key}}",
    "name": "{{Service Name}}",
    "status": "{{Status}}",
    "criticality": "{{Criticality}}"
  },
  "previous_status": "{{previous_status}}",
  "changed_at": "{{timestamp}}",
  "support_team": {
    "name": "{{Support Team.Team Name}}",
    "slack": "{{Support Team.Slack Channel}}"
  }
}

Service Desk Integration

Pattern: Enrich tickets with service context

Trigger: Ticket created with service reference

Enrichment Data:

{
  "service": {
    "name": "{{Service Name}}",
    "criticality": "{{Criticality}}",
    "sla_tier": "{{Service Level.Level Name}}",
    "response_target": "{{Service Level.Response Time}}",
    "resolution_target": "{{Service Level.Resolution Time}}"
  },
  "support_team": {
    "name": "{{Support Team.Team Name}}",
    "email": "{{Support Team.Email}}",
    "escalation": "{{Support Team.Escalation Path}}"
  },
  "owner": {
    "name": "{{Owner.Full Name}}",
    "email": "{{Owner.Email}}"
  }
}

Notification Channels

Channel Configuration