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To create a Service, follow the steps below:

  1. Navigate to Service Portfolio → Service Pipeline menu.
  2. Click New to open the form.
  3. Fill in the form fields.
  4. Click Save or Save and Exit to apply the changes.

Set a Service to Active state

To make your service available to end-users, set its State to Active

Create, identify, configure, and manage your CIs and their parameters with the records in the list of the Configuration Items. These records keep all detailed information such as CI Type, set of attributes with their values, and lists with the related records.

To identify your CI as an IT Service or as its component, use the CI Type and the record fields. A set of these fields is different for an IT Service and CIs of another type, except for the general description fields.

To create a Service, follow the steps below:

  1. Navigate to Service Portfolio → Service Pipeline menu.
  2. Click New to open the Service Enter the service form.
  3. Fill Select Active in the form fieldsState field.
  4. Click Save or Save and Exit to apply the changes.

The service is now available in ServicePortfolio → Service Catalog.

Form Description

Field

Description

Number

Automatically assigned to a record.

Name

A name of a Configuration Item.

CI Type

Select a type value from the list specifying your record as an IT Service or other custom CI.  

Description

Contains all the necessary information details.

State

Select one of the two possible values:

  • Active;

  • Inactive.

Operational State

Determines an IT Service availability with the following possible statuses:

  • Available - a proper level of service delivery is provided;

  • Degradated - a quality of service delivery does not correspond to the engaged requirements;

  • Unavailable - a CI is entirely unavailable;

  • Maintenance - a CI is not available due to maintenance activities.

Service Type

Describes a type of a delivered Service.

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

  • Business - an 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 CI Items with the IT Service type value.

Primary IT Service

Specifies a primary IT Service if necessary.

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. 

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 Owner

Assign a responsible person from the Users list as a Service Owner.

...

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Related Lists:

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