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Services

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.

In SimpleOne, services are used in each practice, not only in the Incident Management practice, for example; they are also used in Change Control practice, Request Fulfillment practice, so every ITSM/ESM object is clearly linked with a Service. In fact, service As mentioned in the Service Portfolio Management article, a service is a core element of the ITSM /ESM Solutionsolution, so the Service Catalog ManagementPortfolio Management and Knowledge Management practices solutions are tightly interconnected in our system,One of their purposes is requests classifying; also, services the system. Services are used in the  Knowledge Management practice  to classify the articles in the Knowledge Base.

All services are usually stored in the core repository named Service Portfolio which is divided into three parts:

Service Pipeline

This part of the repository contains services that are not yet live. They may be just proposed, or under development or construction. 

Service Catalog

This part of the repository contains active services offered to the customers; this is the only part visible to them.

Retired Services

Services here are out of business due to various reasons, for example, because of the loss of relevance.

As an SKMS (Service Knowledge Management System), SimpleOne uses service as a compulsory attribute to each knowledge base article so as to enable value tracking between the service consumer and service provider These articles can be related to external and internal service specifications within a particular service.

Service specifications

In SimpleOne, each service documentation service documentation has a set of specification specifications which, in turn, are divided into external and internal ones; you can know the difference between them below.

External Specifications

specifications. The following illustration shows an example of possible articles included in a service specification, while the actual contents of the documents are determined by the customer and their needs.

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External specifications

External service Service external specifications are essential for the system consumer who is using it in the end-user role. These are:

• SLA
• Service Description
• Request Description
• User Self-Study.

business user of the IT service and may include:

• Service Level Agreements (SLA)
  This specification is for SLM

• parts related to this service

• . It describes various aspects of service quality,

• such as maximum

• request handling time, and

• other.
  
• Service

• description for users
  Provide informative service descriptions related to the company infrastructure.

Request Description

In there, request description should be added; on its basis, any articles may be found in Knowledge Management System for displaying as how-tos (see the next point).

User Self-Study

Here, some hints can be displayed to consumer, on the basis of the previous relevant tasks (Incidents, Requests, etc.).

Internal Specifications

Service internal specifications are available to the agent (who also may be called the service owner) who is responsible for the task handling. These are:

• Incident Model
• Request Model
• Contacts
• Escalation Rules.

Incident Model

This model defines specific agreed tasks or steps that need to be followed to resolve this incident or any incident related to this category.

Request Model

• 
  
• Service request descriptions
  Provide service request descriptions.

Create a service description

To create a service description, follow the steps below:

1. Navigate to Knowledge Base → All Articles.
2. Click New and fill in the fields.
   For the description of fields, see the table at the end of the article.
   
3. Fill in the form and specify these fields as follows:
   1. Content DB – select the Service Specification option.
   2. Content Item Class – select the Service Description option.
4. Click Save or Save and Exit to apply the changes.

Create a service SLA

To create an SLA for a service, follow the steps below:

1. Navigate to Knowledge Base → All Articles.
2. Click New and fill in the fields.
   For the description of fields, see the table at the end of the article.
   
3. Fill in the form and specify these fields as follows:
   1. Content DB – select the Service Catalog option.
   2. Content Item Class – select the SLA, OLA, or UC option.
4. Click Save or Save and Exit to apply the changes.

Internal specifications

Internal service specifications are available to the owner of the IT service (agent) responsible for task handling and, among other documents, may include:

• Incident models
  These incident models define specific agreed tasks or steps that need to be followed to resolve these incidents or any incidents related to this category.
  
• Service request models
  These service request models define specific agreed tasks or steps that need to be followed to fulfill

• these service

• requests or any service

• requests related to this category.
  
• Contacts
  

• Contains the directory of

• contacts

• , such as of IT specialists or external suppliers. 
  
• Escalation rules
  Contains classification of

Escalation Rules

• escalation rules, depending on the task type (

• incident, change request, service request, or other), its impact, urgency, and other factors.

• For more information, see the Process Incidents article.