CreateServices and define them with descriptions, SLAs, and other service specifications stored in the Knowledge Base.
Role required: service_catalogue_manager.
To create a service, follow the steps below:
Navigate to the Service Portfolio → Service Pipeline or CMDB → Services menu.
Click New to open the form.
Fill in the form fields.
Click Save.
Set a Service to Active State
To make your service visible to end-users, set its state to Active:
Navigate to the Service Portfolio → Service Pipeline menu.
Enter the service form.
Select the Active option in the State field.
Click Save.
The service is now available in Service Portfolio → Service Catalogue.
To view the list of all the services, go to CMDB → Services, or open a new catalogue window from the Master Service field when creating a new service.
The Service Creating Form Description
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 - sub-service within a Business service in accordance of the specific Typical Request.
Master Service
Assign 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.
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
Definesinternal 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.
Description
Contains all the necessary information details.
Updated at
Shows the date and time of the last change.
Updated by
Shows the last user changed a service.
Fields marked with red and an asterisk are mandatory.
Create a Service Description / Service SLA
You can also define services with descriptions and SLAs. For more information, please refer to a guide on the Create a Content Item page.
