Service Fields
The fields of the service form are listed below and recommendations on how to use each of them are provided.
An image or logo of the service is added to the Image field. Click on the image to enlarge or edit it.
The name of the service is entered in the Name field. You can also add the name of its main application to this field (in parentheses). Examples: Enterprise Resource Planning (1C); E-mail (email).
Disabled
Section titled “Disabled”The Disabled checkbox is set if the service can no longer be linked to other records.
Category
Section titled “Category”The Category field displays the service category to which this service belongs.
Keywords
Section titled “Keywords”Words that are not used in the name or description of the service are added to the Keywords field. Users will be able to find the service by searching for these keywords.
Description
Section titled “Description”A high-level description of the main functionality of the service is entered in the Description field. Example: The Enterprise Resource Planning (1C) service provides the ability to register all accounting, production, personnel and asset management, budgeting, and management reporting operations. It is possible to use basic text formatting in this field.
Service Provider
Section titled “Service Provider”In the Service Provider field, select the organization that provides the service.
Survey
Section titled “Survey”Using the Survey field, the service is linked to survey, which will allow users to evaluate this service.
Responsibilities
Section titled “Responsibilities”First line team
Section titled “First line team”In the field The first line team is team is selected, which will be selected in the field by default The first line team in the new service instance when registering it for the service. If a first-line command is specified for an instance of the service, then requests related to such an instance and sent via the self-service portal or created via API requests, email API or API events, will be assigned to this command automatically.
Support Team
Section titled “Support Team”In the field Support Team selects the team that will be selected in the field by default Support team in a new instance of the service when registering it. Similarly, this command will be selected in the problems field when the service is associated with a problem.
Service owner
Section titled “Service owner”In the Service Owner field, select the person responsible for ensuring that the service level targets specified in the SLA for this service are met.
Release Manager
Section titled “Release Manager”In the Release Manager field, select the person responsible for managing the service’s releases.
Change Manager
Section titled “Change Manager”In the Change Manager field, the person responsible for managing changes in the service is selected. You must specify a change manager to link service workflow templates to request templates.
Knowledge Manager
Section titled “Knowledge Manager”In the Knowledge Manager field, the person responsible for the knowledge base articles on the service is selected.
Problem Manager
Section titled “Problem Manager”In the Problem Manager field, the person responsible for solving problems affecting the operation of the service is selected.
Availability management
Section titled “Availability management”In the field Availability Management selects the person responsible for ensuring that the service availability targets specified in the associated active SLAs are met.
Capacity Manager
Section titled “Capacity Manager”In the Capacity Manager field, select the person responsible for ensuring that the service is not affected by incidents caused by a shortage of capacity.
Continuity Manager
Section titled “Continuity Manager”In the Continuity Manager field, the person responsible for ensuring the continuous operation of the service instance is selected if the need for continuous operation is specified in the associated SLAs.
The Risks field lists the risks identified for this service.
Relationships
Section titled “Relationships”Service offering
Section titled “Service offering”In the field Service offering lists the upcoming or already prepared service offering for this service.
Instances of the service
Section titled “Instances of the service”The Service Instances field lists the currently configured or already configured service instances that ensure the operation of the service.
Service Level Agreements (SLAs)
Section titled “Service Level Agreements (SLAs)”In the Service Level Agreements (SLAs) field the SLA that are being installed or have already been installed for customers of this service are listed.