Service Categories

Service categories allow you to group services. If persons are associated with Service Level Agreements (SLA) covering a large number of services, these services can be grouped into fewer service categories. This will make it easier for users to submit requests: they will first select a service category, rather than searching through a long list of services. After selecting a category, the user can then choose one of the services within that category. It’s important to note that categories only contain services accessible to a specific user.

If a service covered by a user’s SLA is not associated with a service category, it will be included in the list of service categories.

If a service category contains only one service covered by a user’s SLA, that service will be displayed in the list of service categories instead of its category.

A service can be associated with a service category if the services belong to the same space or if an organization within that space is a customer with an active SLA for the service.

A service can be associated with multiple service categories across different spaces, but it can only be linked to one service category per space.

Only a person with the administrator role or service level manager role in the space can manage service categories within it.

The Service Category Fields page provides recommendations for using each field in the service category form.