Create a Content Item

General Guide

To create a Content Item, follow the steps below:

1. Navigate to Knowledge Base → Content Items.
2. Click New to open the form.
3. Fill in the form.
4. Click Save or Save and Exit to apply changes.

Create a Service Description

This is a service description, informative and related to the company infrastructure.

To create a Service Description, follow the steps below:

1. Navigate to Knowledge Base → Content Items.
2. Click New to open the form.
3. Fill in the form and specify the fields below:
   1. Content DB - select the IT Service Catalog option.
   2. Content Type - select the Article option.
   3. Content Item Class - select the Service Description option.
4. Click Save or Save and Exit to apply changes.

Create a Service SLA

This specification is for SLM-relevant parts related to this service (indicators, etc.). It describes various aspects of service quality, like maximum requests handling time, and others.

1. Navigate to Knowledge Base → Content Items.
2. Click New to open the form.
3. Fill in the form and specify the fields below:
   1. Content DB - select the IT Service Catalog option.
   2. Content Type - select the Article option.
   3. Content Item Class - select the SLA, OLA, or UC option.
4. Click Save or Save and Exit to apply changes.

Publish a Content Item

You can publish Content Items to make them available for various purposes.

If you are this Service owner, follow the steps below:

1. Enter the Content Item form.
2. Select Published in a State field.
3. Click Save or Save and Exit to apply changes.

If you are not this Service owner, follow the steps below:

1. Enter the Content Item form.
2. Click Send to Approve.
3. Leave the form and wait for response.

Form Description