Service Fields

The fields of the service form are listed below and recommendations on how to use each of them are provided.

Image

An image or logo of the service is added to the Image field. Click on the image to enlarge or edit it.

Name

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

The Disabled checkbox is set if the service can no longer be linked to other records.

Category

The Category field displays the service category to which this service belongs.

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

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

In the Service Provider field, select the organization that provides the service.

Survey

Using the Survey field, the service is linked to survey, which will allow users to evaluate this service.

Responsibilities

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

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

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

In the Release Manager field, select the person responsible for managing the service's releases.

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

In the Knowledge Manager field, the person responsible for the knowledge base articles on the service is selected.

Problem Manager

In the Problem Manager field, the person responsible for solving problems affecting the operation of the service is selected.

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

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

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.

Risks

Risks

The Risks field lists the risks identified for this service.

Relationships

Service offering

In the field Service offering lists the upcoming or already prepared service offering for this service.

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)

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.