Working with Services

you can create a service to offer to your customers if your organization provides multiple services (such as web hosting or mobile communications), you can link separate service level agreements and service level packages based on each the process for defining and offering a service is create and define a request offering and assign it to a category refer to creating a request offering docid\ onsxnvvfibkmacs g1jh6 create and define a service request refer to working with service requests docid\ kdj 8gm9per8ztrjnliry optional create and define service level agreements the service level agreement defines the terms and conditions for these request items refer to working with service level agreements docid\ qlexyf 1o5ht1c9ashibk creating a service log in to the application as a service owner open the services workspace click new service the system displays a new service record the following default tabs appear (may vary depending on your system setup) details continue to the next step task lists tasks linked to this record refer to working with tasks docid\ e40f2roctrskvptf1awpc external task lists external tasks linked to this record refer to using external tasks docid\ br6gjtzjeudhyqd862kfg event lists events links to this record refer to working with event management docid\ li11ycdnj5a0jawahphoz ci map tree refer to working with event management docid\ li11ycdnj5a0jawahphoz service agreements lists service agreements linked to this record refer to working with service level agreements docid\ qlexyf 1o5ht1c9ashibk cost item lists cost items linked to this record refer to working with cost items docid\ yerbgibklb8kebxo7uank team lists teams linked to this record refer to working with teams docid\ rhiuxkfvzigdx2bdot3xu vendor lists vendors linked to this record refer to creating a vendor docid 06hsevqadouacfol1qmtd incident lists incidents linked to this record refer to managing incidents docid\ akruodyqj2wvb c6ayolg problem lists problems linked to this record refer to working with problems docid\ set5um 9o nw5unsjvtf change lists changes linked to this record refer to creating a change request docid\ mdrxfmlfharskge6zbd0y change window refer to setting up a change window and lockout docid\ ie1viago rdqgv9or63it change lockout refer to setting up a change window and lockout docid\ ie1viago rdqgv9or63it outage log refer to working with the outage log docid\ whc6ucsvf2vtwb2exnttw release refer to working with release management docid\ xlvqrszygruxrdralrwda service level package lists service level packages linked to this record refer to working with service level packages docid\ ze6k jwvqz4azpcm6g69b service desk category refer to creating a service desk category docid 2bvrzyy 8f2vwf83sofug below cost driver lists cost drivers linked to this record refer to working with cost drivers docid\ q1fg8rmjhhgcartar7sfx distribution lists distributions linked to this record refer to about distribution docid\ kjsbgxs75seteic uzroo allocation lists allocations linked to this record refer to service allocation docid\ w53tvrqaoesl5inayx3v enter the following information under the details tab field description name a unique name for the service team the responsible team owner the owner type of service the service type target availability the target availability for this service enter a percentage status the status planned draft state; prior to the design state design work in progress; service is being designed transition design phase complete; preparing to update the status to production production service is in use retired service is no longer in use category a category or collection for this service hours of operation a defined value that indicates the time period for the availability of this service ci map displays the ci map summary a brief summary of the service description a description of what the service includes value proposition information about the benefits of this service to the customer price description information about the pricing structure click save after creating a service, if you are a vendor using underpinning contracts; refer to creating a vendor docid 06hsevqadouacfol1qmtd ) after creating a service, create a team (if you are using operational level agreements; refer to working with teams docid\ rhiuxkfvzigdx2bdot3xu ) and a vendor (if you are using underpinning contracts; refer to creating a vendor docid 06hsevqadouacfol1qmtd ) creating a service desk category the system lists request offerings in categories these categories are a convenient way to organize the services that you offer log in to the application as a service owner open the services request workspace open a record click the service desk category tab the system displays a list of categories from the tab toolbar, click new the system displays the new category dialog box in the category field, enter the name of the category click save the category that you created appears as an option in the category menu for the selected service in the incident workspace viewing and editing agreements you can view which agreements have been attached to certain services you can modify some of the details of these agreements in the services workspace log in to the application as a service owner open the services request workspace open a service click the service agreements tab the system displays a list of agreements of the following types ola operational level agreements sla service level agreements uc underpinning contracts highlight an agreement from the list click go to to see the details modify any fields as needed click save viewing service costs costs added to a service automatically show up in the cost item tab log in to the application using the administrator role open the ci service workspace open a service click the cost item tab observe the task at the bottom of the list you might need to refresh the window to see the latest results about creating teams only administrators can create teams for information about how to create a team, refer to working with teams docid\ rhiuxkfvzigdx2bdot3xu