Create and Edit Services

The article contains the following topics:

Create Service

You use the Quick Wizard to create services.

Follow these steps:

1. Navigate to WORKSPACES> SERVICE PULSE> Service View> New Service.
2. Specify the Basic Properties for the service:
   • Service Name.
   • Describe the service.
   • Search and select a CCTI. When you relate a service to a CCTI, the service attribute template that is related with CCTI is applied to the service. The corresponding fields are attached to the service. For the service attribute template containing attributes not automatically attached to the service during its creation, attach the attributes manually by using the Attach Attributes action under the Actions menu.
   • You can also add a new CCTI from within the New Service form. To add a new CCTI, click Add New. Specify the values for Class, Category, Type, and Item. Click Save.
   • Select the Organization that owns this service.
   • Select the Service Owner.
   Click Save & Proceed To Next Step.
3. Define the Service Catalog. You can either Create Catalog Item or associate an existing catalog item to this service. For more information, about the Service Catalog see, Manage Service Catalog.
   1. Click Proceed to Next Step.
4. Choose organizations to be subscribed for this service.
   1. Click Save and Exit.

A new service is created. Click Active Services to view the metrics for this new service. After you create the service, you can edit the service and can perform the following actions:

• Relate the service to a Request Catalog item or create a new Request Catalog item.

• Relate the service to an Organization.

• Relate the service to Configuration Items.

• Relate the service to a Project.

• Relate the service to a Ticket.

• Add Attachments to the Service.

• Add Contacts and Groups to the Service.

• Add Services Hours by defining a schedule for the Service.

Edit Services

When you want to change or update a service, you can edit it from the Configuration Management workspace.

Follow these steps:

1. Log in to the application as an Administrator or a Service Owner.
2. Navigate to WORKSPACES> Service Pulse> Service View> Active Services. Double-click the service that you want to edit to open the details page for the service.
3. You can edit the Overview section to modify these details:

   • Name

   • Identifier

   • Function

   • Description

   • Status

   • Categorization

   • Organization

   • Owner

   • Related Asset

4. Expand the Attributes section, click the Services Tab, and add the following information:

   • Service Owner

   • Business Owner

   • Regulated

5. Service Catalog: Expand the Service Catalog section to relate the service to an existing catalog or a new catalog.

6. Subscribed Organization: Expand the Subscribed Organization section to select organizations to be subscribed for this service.

7. Relate CIs: Click Relate CIs in the Related CIs section, select the Relation Domain, Relation Type, and Select CIs. You can relate a service to CIs based on the following relation domains and relation types:

   • Logical: A child-parent relation. The types of relations are Child of, Parent of, and Related to.

   • Network: A downstream-upstream relation. The types of relations are Downstream of, Upstream of, and Related to.

   • Power: A receive-supply relation. The types of relations are Receives from, Supplies to, and Related to.

   • Service: A depend-support relation.

8. Relate Projects: Expand the Relate Projects, to relate an existing project, or create a new project to relate it to the service.

9. Relate Tickets: Click Relate Tickets and select one or more tickets and relate it to the service.

10. Attachments: Click Add New to relate one or more attachments to the service. You can also relate an existing attachment by clicking Relate Existing.

11. Contacts or Groups: Click New Related Contact under Contacts and Groups, select the Relationship Type,Contact Type, and other necessary information to relate a contact, group or both to the service. You can relate contacts and groups to a service based on the following Relationship Types.

    • User

    • Approver 

    • Reviewer 

    • Support Provider
      Note: If the relationship type is Approver or Reviewer, the Approval Phase field is enabled. Specify the Contact/Group and click Relate.

12. Add Service Hours: You can add a schedule for the service availability of services, or for outages, or for service maintenance. Specify the start and end date with recurrence details and click Save. 
    Note: You can associate an existing holiday list to a service. If you do not specify the time zone, the application sets it to default.

13. Click Save to save the relationship details.