Create Services and define them with descriptions, SLAs, and other service specifications stored in the Knowledge Base.

Just follow the steps below:

  1. Navigate to the Service Portfolio → Service Pipeline or CMDB → Services menu.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exit to apply changes.

Form Description

Field

Mandatory

Description

Number

Y

Automatically assigned to a service.

Name

Y

A service name.

Service Type

Y

Describe the type of a delivered service.

Select one of the following values in a drop-down list to fill in the field:

  • Business – IT service is provided on a business level.

  • Operational – one of the company's departments delivers an IT service.

  • Underpinning – an IT service is provided by the third party.

  • Request – sub-service within a Business service in accordance with the specific Typical Request.

Master ServiceN

Assign a Master Service choosing it from the list of the service items with the IT service type value.

The Master Service is the highest item in the service hierarchy.

Service Specification

NDefine internal and external articles described in the Knowledge Base, e.g., SLA records, Service Descriptions, and other articles related to the IT service. 
LocationNDefine the service location selecting it from the Location list.
DescriptionNSpecify all the necessary information details.

Owned by

Y

Assign a responsible person from the Users list as a service owner.

State

Y

This field is populated automatically. There are three possible values:

  • New – a service has been created.

When creating a service, the New state is assigned to it automatically.

  • Active – a service is provided for business and can be seen by the end-users. Now you can find it in the Service Catalog menu.

To assign a service with the Active state, you must specify both a Service Description and an SLA Content Item Classes in the Service Specification field. To change these conditions, configure the related business rule for the Service (sys_cmdb_ci_service) table.

  • Inactive – a service is not provided for business and cannot be seen by the end-users. It is stored in the Service Pipeline menu.

Operational State

Y

Determines an IT service availability with the following possible statuses:

  • Available – a proper level of service delivery is provided.

  • Degraded – the quality of service delivery does not correspond to the engaged requirements (this can be done intentionally).

  • Unavailable – a service is entirely unavailable.

  • Maintenance – a service is not available due to the maintenance activities.

Business Criticality

Y

Specifies an IT service cruciality to a business with one of two values:

  • High – has a significant impact on business.

  • Low – has a little effect on business.

Set a Service to Active State

To make a service visible to the end-users, set its state to Active:

Role required: service_catalogue_manager.

  1. Navigate to the Service Portfolio → Service Pipeline menu.
  2. Enter the service form.
  3. Select the Active option in the State field.
  4. Specify a Service Description and an SLA Content Item Classes in the Service Specification field if they have not been specified yet.
  5. Click Save.

The service is now available in the Service Portfolio → Service Catalog menu.

Set a Service to Inactive State

To make your service invisible to end-users, set its state to Inactive:

  1. Navigate to the Service Portfolio → Service Catalog menu.
  2. Open the service record.
  3. Select the Inactive option in the State field.
  4. Click Save.

The service is now inactive and can't be seen by the end-users. It is available in the Service Portfolio → Service Pipeline menu.

To view the list of all the services, go to CMDB → Services.

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