Service Catalog

A new service catalog with updated offerings and tracking features  

Service catalog



Service Catalog FAQ


Live Training Schedule

Frequently Asked Questions - Service Catalog

When will the new service catalog be available?

Dec. 15, 2018

What is the service catalog?

The service catalog is an online listing of IT services and products that VITA and its suppliers offer the executive branch agencies of the commonwealth. Authorized users can go to the service catalog to request a new IT service or product. 

Will I still be able to access the work request management (WRM) database?

The WRM database will no longer be available. All open work requests will be migrated from WRM to Keystone Edge. At go-live, all new work requests will be submitted in the new service portal.

How do I submit a request from the catalog?

Go to the service portal and click “Order Something.” Then select your request and fill out the associated form. Each request item has a different form. Depending on the item requested, the form will be routed to the appropriate reviewers. 

How do I submit a request if it does not appear on the catalog?

Go to “Submit an Idea” and submit the request there.

What should I know about the service portal and catalog?

Welcome to the new VITA service catalog! It includes all VITA services found in the previous catalog, plus some new additions. Here is a summary of the major changes:
  • Account requests and changes are now part of the catalog, and may be requested in the COV Account Request category.
  • Security services previously found throughout the catalog have now been gathered together into a new “Security Services” category.
  • Mainframe and server services: The category has been divided into three new service families: “Mainframe Services,” “Server Services” and “Storage Services.”
  • Telecommunications services: A number of the services previously ordered via TEBS or by work order have now been added to the catalog (some under “Voice and Video Services” and others under “Network Services”). Note that TEBS should still be used to order telecommunications services that are not included in the catalog.
  • eVA: Many items that used to be ordered through the eVA procurement system will now be provided by one or more of VITA’s primary suppliers. These include, for example, desktop, laptop and tablet personal computing (PC) devices, printers, copiers, RSA tokens, SSL certificates and PowerPath. These have been added to the catalog and should be ordered via a service request, not through eVA. (Note, however, that computer accessories and desktop peripherals that do not come bundled with a PC should still be ordered in eVA).
  • Other catalog needs is a new category serving several purposes. It may be used for:
    • Placing a general service request if you can’t find what you are looking for after searching in the catalog.
    • Requesting adds/moves/changes for an entire location, such as an office move or renovation.
    • Submitting a “request for solution.” Solution requests typically involve complex orders for multiple services, or they may be used to ask VITA to add a new service or revise an existing service.
Users are encouraged to browse through the catalog to become familiar with the categories and listings. You may also search for catalog items using the “Search Service Catalog” bar. In many cases, service-specific automated forms have been provided to make it easier to place a service request.

Please follow your agency’s internal process for requesting and obtaining agency approvals for ordering catalog IT services from VITA prior to submitting your service request in the service catalog. (Catalog requests should not be entered into eVA). After the service request has been submitted in the service catalog it will be sent to your agency information technology resource (AITR) or information security officer (ISO), for their approval. Approved orders will be processed in the service portal and sent to VITA for review and fulfillment.

Links are also provided in the upper left bar of the main catalog page for items that will continue to be ordered outside of the VITA service catalog. These include TEBS telecommunications services, eVA items (such as computer accessories) and items ordered directly from statewide contracts.

Which agency employees can order equipment?

Currently, our new catalog mirrors the previous catalog in that any employee may request services, including equipment. Agency staff should follow their agency’s internal process for requesting and obtaining agency approvals for ordering services from VITA prior to submitting a service request in the service catalog. The catalog workflow requires the AITR’s approval (or, in some cases, the ISO’s approval) prior to transmitting any order to VITA for review and fulfillment.

Who is authorized to submit a request for solution within agencies?

Any employee may request services, including requests for solution. Please be aware, your agency may adopt policies or procedures that govern who may submit these requests. 

Have approval flows been added to the service catalog?

Yes. Currently all catalog requests route to either the AITR, or in some cases the information security officer (ISO), for approvals. VITA plans to offer agency-specific approval workflows in 2019 for customers needing them.

How quickly will you build more workflows into the system?

We are working to add services and functionality to the system as they become available. Adding additional, agency-specific approval workflows is a priority for 2019 and we will work to build those out as quickly as possible for those agencies needing them.

Does a user have the option to add someone to an approval flow?

Users are not able to add approvers to their request. However, they can add a reference note to the item and request the VCCC to manually add an individual to the approval flow. VITA plans to offer agency-specific approval workflows in 2019 for customers needing them.

Can we continue using eVA?

Many items that were previously ordered through the eVA procurement system will now be provided by one or more of VITA’s primary suppliers. These include, for example, desktop, laptop and tablet personal computing (PC) devices, printers, copiers, RSA tokens, SSL certificates and PowerPath. These have been added to the VITA service catalog and should be ordered via a service request, not through eVA. (Note that computer accessories and desktop peripherals that do not come bundled with a PC should still be ordered in eVA). We recommend agencies first check the catalog to see if the item is available there and order from the VITA service catalog when possible. If items are not offered in the service catalog, then, please use eVA.

How can we create agency “bundles”?

Agencies can reach out to their business relationship managers (BRM) to create bundles that can be added to the VITA service catalog for their entire agency. Individual users can create their own bundles by placing all items they would like to include in the bundle in their shopping carts, then clicking the button to “save bundle” before they submit it for order.


Live Training Schedule

Live virtual training is available to learn how to use the new VITA service portal. Click here to register for training.

The VITA service portal and catalog training will teach you how to log in to the VITA service portal, report an issue, search the knowledge base, check the status of your requests, check for system wide outages and planned maintenance periods, submit service catalog orders, and review and approve your pending approvals.  

Service portal and catalog training  
  • Dec. 17, 10 a.m.
  • Dec. 17, 2 p.m.

  • Dec. 18, 10 a.m.
  • Dec. 18, 2 p.m.

  • Dec. 19, 10 a.m.
  • Dec. 19, 2 p.m.

  • Dec. 20, 10 a.m.
  • Dec. 20, 2 p.m.