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Version: 1.12.1

Manage Services

tip

Role required: service_catalog_manager.

Create a new service​

To create services and define them with descriptions, SLAs, and other service specifications stored in the Knowledge Base, follow the steps below:

  1. Navigate to Service Portfolio → Service Pipeline or CMDB → Services.
  2. Click New and fill in the fields.
  3. Click Save or Save and exit to apply the changes.

Service form fields

FieldMandatoryDescription
NumberYThis field is populated automatically and has the SRVXXXXXXX format.
NameYSpecify a name for the service.
Service typeYSpecify the type of the service. Available options:
  • Business – this IT service is provided on a business level.
  • Operational – one of the company's departments delivers this IT service.
  • Underpinning – this IT service is provided by the third party.
  • Request – this is a sub-service within a business service in accordance with the specific typical request.
Master serviceNSpecify the master service. A master service is the highest item in the service hierarchy.
Service specificationNDefine internal and external articles described in the Knowledge Base, such as SLA records, service descriptions, and other articles related to the IT service. See the Knowledge Management article to learn more about specification types.
LocationNSpecify the service location.
DescriptionNAdd a description for the service.
Owned byYSpecify the person responsible for the service.
StateYSpecifies the state of the service. Available options:
  • New – the service has just been created. When a service has just been created, the New state is assigned to it automatically.
  • Active – the service is available to end-users and can be found in the Service Catalog. To make the service Active, you must specify both a service description and an SLA content item class in the Service specification field. To change these requirements, configure the related business rule for the Service (sys_cmdb_ci_service) table.
  • Inactive – the service is not available and is stored in the Service Pipeline.
Operational stateYSpecify the IT service availability. Available options:
  • Available – a proper level of service delivery is provided.
  • Degraded – the quality of service delivery does not correspond to the specified requirements.
  • Unavailable – a service is entirely unavailable.
  • Maintenance – a service is not available due to maintenance activities.
Business criticalityYSpecify the IT service cruciality to the business. Available options:
  • High – has a significant impact on the business.
  • Low – has a little impact on the business.

Activate an existing service​

To make an existing service visible to end-users, follow these steps:

  1. Navigate to Service Portfolio → Service Pipeline.
  2. Open the required service record.
  3. In the State field, select Active.
  4. Specify a service description and an SLA content item class in the Service specification field if they have not been specified yet.
  5. Click Save.

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

Deactivate an existing service​

To make your service invisible to end-users, follow these steps:

  1. Navigate to Service Portfolio → Service Catalog.
  2. Open the required service record.
  3. In the State field, select Inactive.
  4. Click Save.

The service is now inactive and cannot be seen by end-users. It is available in the Service Portfolio → Service Pipeline menu.

note

To view the list of all the services, go to CMDB → Services.