Creating a Service

--or--

Log into the Service Desk Console as an administrator, and open the CI Service workspace.

The service portfolio view of services appears. From here, you have an overview of services in all three stages of its lifecycle:

You can manage the full lifecycle of the service from here.

Blank Service Form

The following default tabs appear (results may vary depending on your system setup):

• Details: Continue to the next step.
• Task: Lists any tasks linked to this record. See Tasks.
• External Task: Lists any external tasks linked to this record. See Using External Tasks.
• CI Map Tree: See The CI Map.
• Service Agreements: Llists any service agreements linked to this record. See Service Level Agreements.
• Cost Item: Lists any cost items linked to this record. See Cost Items.
• Team: Lists any teams linked to this record. See Using Teams.
• Vendor: Lists any vendors linked to this record. See Creating a Vendor.
• Incident: Lists any incident records linked to this record. See Working with Incidents.
• Problem: Lists any problem records linked to this record. See Working with Problems.
• Change: Lists any change records linked to this record. See Creating a Change Request.
• Change Window: See Setting up a Change Window and Lockout.
• Change Lockout: See Setting up a Change Window and Lockout.
• Outage Log: See Outage Log.
• Service Level Package: Lists any service level packages linked to this record. See Service Level Packages.
• Service Desk Category: See Creating a Service Desk Category below.
• Cost Driver: Lists any cost drivers linked to this record. See Cost Driver.
• Distribution: Lists any distributions linked to this record. See Distribution.
• Allocation: Lists any allocations linked to this record. See Allocation.

--fields--

Field	Description
Name	A unique name for the service.
Team	The responsible team. Select from the drop-down list.
Owner	The owner. Select from the drop-down list (populated according to the chosen team).
Type of Service	The service type. Select from the drop-down list.
Status	The status Choose from the drop-down list: Planned: Draft state; prior to the design state. Design: Work in progress; service is being designed. Under Development: Work in progress; service is under development. 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. Select from the drop-down list.
Hours of Operation	A defined value that indicates the time period for the availability of this service.
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.

4.

Click Save from the toolbar.

After creating a service, create a team (if you are using operational level agreements) and a vendor (if you are using underpinning contracts).

Categories defined for a service appear as options under the service menu on the incident form and are a convenient way to organize the services you offer.

Service Desk Category List

The category you created appears as an option in the category menu for the selected service on the incident form.

You can view which agreements have been attached to certain services. Some details of these agreements can be modified within the Services workspace.

Costs added to a service automatically show up in the Cost Item tab.

The Task Cost Item on the CI Service Workspace