Integrating with CA IT PAM › How to Set Up Rules, Actions, and Processes for Approval and Fulfillment › CA IT PAM-Driven Fulfillment

CA IT PAM-Driven Fulfillment

CA Service Catalog supplies rules, conditions, and actions that you can associate with CA IT PAM start request forms (SRFs). These SRFs initiate CA IT PAM processes that handle various fulfillment processes. While approval is handled at the service level, fulfillment is handled at the service option level. Which fulfillment process must be used is determined by the characteristics of the first service option element in a service option. The distributed rule conditions are based on the service option element Category field with separate rules for Hardware, Software, None and all other Category values.

A set of rules is associated with a complex fulfillment process and a simple fulfillment process. Another set of rules opens a CA Service Desk Manager request and leaves the fulfillment process to the CA Service Desk Manager workflow processes.

These fulfillment options may suit your business processes exactly but you may want to alter the distributed components to fit your business processes more accurately. Before altering the existing components or adding to them, it is important to understand their functions.

Note: Enabling all the rules related to all three options is not recommended, because the three fulfillment options overlap.

Complex Fulfillment Overview

The complex fulfillment process takes into account the current service option element status value to determine the next step in the fulfillment process with major fulfillment phases related to:

• Checking availability of the requested item when initially requested or when the item status is Received
• Optionally opening a CA Service Desk Manager Change Order (for Hardware or Software) or notifying appropriate fulfillment personnel when the item is found in available inventory
• Notifying Procurement personnel of the requested item when it is not found in available inventory, then Procurement personnel marks the item as Received when it arrives

Simple Fulfillment Overview

The simple fulfillment process notifies the appropriate fulfillment personnel that the item needs to be fulfilled with no special regard for fulfillment phases.