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Create Services and define them with descriptions, SLAs, and other service specifications stored in the Knowledge Base.

To create a service, follow the steps below:

  1. Navigate to the Service Portfolio → Service Pipeline or CMDB → Services menu.
  2. Click New to open the form.
  3. Fill in the form fields.
  4. Click Save.

To create a service you have to specify both a description and an SLA related to it in the Service Specification field.


Set a Service to Active State

Role required: service_catalogue_manager.

To make a service visible to the end-users, set its state to Active:

  1. Navigate to the Service Portfolio → Service Pipeline menu.
  2. Enter the service form.
  3. Select the Active option in the State field.
  4. Click Save.

The service is now available in the Service Portfolio → Service Catalogue menu.

To view the list of all the services, go to CMDB → Services, or click a magnifier icon in the Master Service field when creating a new service.


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 with the specific Typical 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 - a service has been created.

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

  • Active - a service is provided for business and can be seen by the end-users. Now you can find it in the Service Catalogue menu.

  • Inactive - a service is not provided for business and can't be seen by the end-users.

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 a service.
Fields marked with red and an asterisk are mandatory.

Service States

Service Catalogue Management allows users to monitor services and control their states and availability to end-users. Each service has three possible states as shown below.

StateDescription
New

The service has just been created.

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

ActiveThe service is provided for business and can be seen by the end-users. You can find it in the Service Catalogue menu.
InactiveThe service is not provided for business and can't be seen by the end-users. You can find it in the Service Pipeline menu. 

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