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Field

Description

Number

Automatically assigned to a service.

Name

Name of a service.

Service Type

Describes 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 - IT service is delivered on request.

Master ServiceAssign a Master Service choosing it from the list of the service Items with the IT service type value.

State

Select one of the three possible values:

  • New;

  • Active;

  • Inactive.


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


Operational State

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;

  • Unavailable - service is entirely unavailable;

  • Maintenance - service is not available due to maintenance activities.

Business Criticality

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.

Service Specification

Defines internal and external articles described in the Knowledge Base, e.g., SLA records, Service Description, and other articles related to the IT service. 

Owned by

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

DescriptionContains all the necessary information details.

Updated at

Shows the date and time of the last change. 

Updated byShows the last user changed the service.


Note
Fields marked with red and an asterisk have to be filled.


Related Lists:

  • ITSM Event - a list of ITSM Events related to this service;
  • Incident - a list of Incidents that are related to the service;
  • Problem - all the related Problems;
  • Change Request - all the related Change Requests;
  • Request - all the Requests related to a current service;
  • Approval - all the related Approvals;
  • Related CI - a list of CIs which have this service as a Primary IT Service;
  • Child Service - all the Services whose Master Service is this service;
  • Incoming CMDB Relationship - all the relationships with the service as a Recipient;
  • Outgoing CMDB Relationship - all the relationships with this service as a Source;
  • Internal Service Specification - all the internal Service Specifications bound to the service;
  • External Service Specification - all the external ones bound to this service.