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:
- Navigate to Service Portfolio → Service Pipeline menu.
- Click New to open the Service form.
- Fill in the form fields.
- Click Save or Save and Exit to apply the changes.
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:
|
Operational State | Determines an IT Service availability with the following possible statuses:
|
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:
|
| Master Service | Assign 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:
|
Service Owner | Assign a responsible person from the Users list as a Service Owner. |
Push the Save button to save the record or the Save and Exit button to save and leave the form.
Related Lists:
- ITSM Event - a list of ITSM Events related to this CI;
- Incident - a list of Incidents that are related to the CI;
- Problem - all the related problems;
- Change Request - all the related Change Requests;
- Request - all the Requests related to a current CI;
- Approval - all the related Approvals;
- Related CI - a list of CIs which have this CI as a Primary IT Service;
- Child Service - all the Services whose Master Service is this CI;
- Incoming CMDB Relationship - all the relationships with the CI as a Recipient;
- Outgoing CMDB Relationship - all the relationships with this CI as a Source;
- Internal Service Specification - all the internal Service Specifications bound to the CI;
- External Service Specification - all the external ones bound to this CI.
