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The system comes with Corporate SLAs that cover all users and that are linked to most of the default services, but each service may have specific SLAs available to only one set of users.
Whenever customers interact with the services or the service catalog, they only have access to the services defined as available to their SLA Customer Group. For technician users, their permissions allow them to view all services, including those that are not yet active. When submitting a request, technicians are still limited to selecting from services that are Active or In Review. Since the system filters the services a customer can view, there is no need to create a specialized catalog for each customer. Instead, customers in different SLA customer groups automatically see their appropriate services based on their own linked SLAs.
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Technical users who use the staff power user interface of have additional options when creating requests. They can go directly to the appropriate table in the left pane to submit a request, or they may also use the Service Manager home page and click on a link to their own service catalog. In either case, they will see additional services that were not available to customer users, such as IT Infrastructure change, based on their own SLAs and group permissions.
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Once the Service Catalog is initially set up by creating the appropriate services in the Service table, new service items will typically be created by staff members power users only when a new service is planned or initiated. Initial permissions are set so only users in the admin, Service Manager, and Change Manager groups can create, modify, and delete services.
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