Overview
The Service Catalog in the Service Management Portal provides you with a central place to request standard operational changes to your managed services.
Whether you need to adjust DNS records, request license changes, update managed applications, or initiate server-level actions, the Service Catalog ensures your request is structured, clear, and routed to the right Arxus team efficiently.
Prerequisites
To use the Service Catalog in the Service Management Portal, you need:
Access to the Service Management portal
A permission group that allows you to submit or follow catalog requests
Some profiles can create new requests, while others can only track or view them, this is based on permission group you are in.
Where to Find the Service Catalog
You can access the Service Catalog directly by navigating to:
Catalog Categories
The catalog is organized into the following operational categories:
DNS/SSL
Modern Workplace
Server Management
Services
Support
Each category groups related service actions so you can quickly find the type of operational change you want to request.
Using the Service Catalog
The Service Catalog provides predefined operational request types so you can communicate changes in a structured and consistent way. Each item opens a tailored form designed to gather exactly the information required for that action. This ensures we receive everything we need from the start, reducing back-and-forth communication and speeding up fulfilment.
Service Requests vs Support Cases
Service Requests and Support Cases may look similar because both receive a case number, however, despite sharing the same numbering format, they are not the same, and we treat them very differently.
Service Requests
Created when you submit something through the Service Catalog.
They represent predefined, guided service actions for example DNS changes, license adjustments, or server-level tasks.
Although Service Orders technically receive a case number, they:
Follow a service fulfilment workflow, not a support workflow
Are handled by the teams responsible for executing that specific action
Are tracked in the Service Requests Overview section of the Service Desk portal
Are NOT considered incidents or technical problems
Service Requests are structured tasks that tell Arxus:
“Please perform this specific action on my environment.”
Support Cases
Created when something is not working or you need troubleshooting.
These follow a different process entirely;
Go to the Service Desk or support specialists
Follow an incident / problem resolution workflow
Appear in your Cases section of the Service Desk Portal
Are used for issues, errors, unexpected behavior, or questions
You want something that is not available in the service request catalog.
You want to request a change that is not following a standard service request workflow.
Support Cases tell us :
“Something is broken or unclear or not available in the Service Management catalog, I need help.”
Get Help
If you need more help, contact your Customer Success Manager, reach out to our Service Desk support, or type your question in the chat to our support team. They will be ready to assist you.