Service instance fields

The fields of the service instance form are listed below and recommendations for using each of them are provided.

Name

The name of the service instance is entered in the Name field. Example of an instance name for the Enterprise Resource Planning (1C) service: Enterprise Resource Planning (1C) - Production. Example for an e-mail service: E-mail (Exchange), Moscow.

Status

The Status field indicates the current status of the service instance. The following options are available: In preparation – a copy of the service has not yet been put into production or temporarily taken out of production. In production – a copy of the service is used by customers. Discontinued – The service instance is no longer in use by any customer, and its return to production is not expected.

Service

In the Service field, select service, the functionality of which is provided by this instance.

Service Provider

The organization selected in the Service Provider field of the associated service is automatically set in the Service Provider field.

First line team

In the field First line team the team is selected, which is copied to the field The Team in request if: the request was sent from the self-service portal and is associated with an instance of the service; a person is associated with the instance of the service who does not have a specialist role in the space to which the instance of the service belongs; the request was created using API requests, email API or API events, and this request refers to an instance of the service. The team from the field is automatically copied to this field The first line team of the related service. You can select another team manually if support for an instance of the service is provided by a team other than the one specified in the linked service (for example, due to the physical location of the supported hardware).

Support Team

In the field Support Team selects a team that is copied in the request when manually selecting a value in the Service Instance field in the request or when applying a service instance from the service hierarchy browser. The team from the field is automatically copied to this field The support team of the related service. You can select another team manually if support for an instance of the service is provided by a team other than the one specified in the linked service (for example, due to the physical location of the supported hardware).

Maintenance window

In the Maintenance Window field, select calendar, which defines the period during which workflow implementation tasks affecting this instance of the service are allowed. Otherwise, a warning is displayed.

Notes

Any additional useful information about the service instance is added to the Notes field. It is possible to use basic text formatting in this field.

Attachments

Field Attachments (add attachment) is a link through which you can add an attachment to an instance of the service. You can add multiple attachments.

Configuration items (CI)

Using the Configuration items (CI) field you can link all the configuration items (CI) that are part of the service instance. CI, together with child instances of the service, provide the functionality of the service instance. The field remains hidden if no CIs is registered.

Parent instances of the service

The Parent Service Instances field lists all service instances that use this instance and are associated with it by an active SLA.

Child instances of the service

The Child Instances of the service field lists all service instances that use this instance and are associated with it by an active SLA. Child instances of the service, together with configuration items (CI), ensure that this instance of the service is able to provide the functionality of the service.

Service Level Agreements (SLAs)

In the Service Level Agreements (SLAs) field the service level agreements (SLAs) established for customers using this instance of the service are listed.

History

Requests

The Requests field lists all the requests that this instance of the service is associated with.

Problems

In the field Problems lists all the problems that this instance of the service is associated with.

Tasks

The Tasks field lists all the tasks that this instance of the service is associated with.