A service is defined as a means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks.
Service Catalog Management is a key process of providing the relevant and accurate information regarding services.
All services are usually stored in the core repository named Service Portfolio, which is divided into two parts:
Service Pipeline – this part of the repository contains services that are new or inactive. They may be just proposed, under development, or under construction.
Service Catalog – this part of the repository contains active services offered to the customers; this is the only part visible to them.
In SimpleOne, services are used in each practice, not only in the Incident Management practice; for example, they are also used in Change Enablement practice, Service Request Management practice, and Configuration Management practice, so every ITSM/ESM object is linked with a Service. In fact, service is a core element of the ITSM/ESM Solution.
One of their purposes is requests classifying; also, services are used in the Knowledge Management practice to classify the articles in the Knowledge Base.
As an SKMS (Service Knowledge Management System), SimpleOne uses services in the Configuration Management system to relate the Knowledge Base articles with the end-user needs.
