Service Form

Use the Service Form to define and manage your Services. The Service Form is made up of three main areas:

1. Workflow Bar: Tracks the Service as it progresses through the Service workflow. Dark gray indicates the current phase.
2. Quick Info Tile: Displays important at-a-glance information, such as Status bar (current and next Status), Breached Incidents, Open Incidents, ownership information, and common operations (I Want To).
3. Main Pane: Displays the main form fields.
4. Form Arrangement: Dynamically displays linked records (child records) that are in a relationship with the Service (parent record).

   

Good to know:

• Search for one or more Services that meet a specific criteria by running a Quick Search or Search Group.
• Create a new Service by clicking New>New Service on the CSM Desktop Client toolbar or File>New>New Service from the CSM Desktop Client menu bar.
• The Service categorization has a three-tiered organization (Service, category, and subcategory) that determines the type of support required (Incident or Request), which Specifics form to display to capture the appropriate details, and which Priority Matrix to use.
• CSM provides multiple OOTB Services for use throughout CSM. Use these Services as-is or create your own using the Service Form.
• CSM provides several OOTB categories and subcategories to use as part of the Service categorization. Use these categories and subcategories as-s, edit them, or create your own using their respective forms in the Arrangement area of the Service Form.
• CSM implements several OOTB Actions/One-Step Actions to make Service management more efficient. For more information about Actions and One-Step Actions, refer to the Actions/One-Step Actions documentation.
  Note: A full list of One-Step Actions is beyond the scope of this document. Export a schema document from CSM Administrator (Create a Blueprint>Tools>Export Schema) to view a full list of One-Step Actions associated with a particular type of Business Object (ex: Major).
• The Quick Info Tile (left) displays important at-a-glance information:
  • The Status alert bar displays the current status of the Service as it moves through its workflow. The next status is displayed as a link directly beneath the current status. Click the status link to move the Service to the next status.
  • The Breached Incidents alert bar displays the number of open Incidents that have breached the SLA Resolve or Resolution deadline.
  • The Open Incidents alert bar displays the number of open Incidents associated with the Service.
  • The Owner section displays the current owner (oneself, a User, or a Team). Services can be assigned by clicking one of the Ownership links in the Quick Info Tile.
• The workflow bar (top of Main Pane) indicates the current phase of the Service as it moves through its workflow. Dark gray indicates the current phase.
• The Main Pane displays the main form fields.
• Fields:
  • Some validated fields can recognize what you are typing and will suggest a value for you (ex: Type "P" into the field; CSM will suggest the first item it finds that starts with the letter P). Use your Down Arrow button to scroll through other possible values.
  • Press F3 to open a Selector window, where you can select a legal value or create a new value.
  • Press TAB to move to the "next" field on the form.
• Saving:

  • Date, time, and user name information is recorded the first time the form is saved, and each time the form is modified.

The following table describes the fields on the form.

Field	Description	Comments
Quick Info Tile	Important at-a-glance information, such as record type, Status bar (current and next Status), breached Incidents, open Incidents, record ownership, and common operations (I Want To).
<Service Name>	Name that uniquely identifies the Service.
Status	Service workflow status.
Status	Current Status of the Service as it moves through the Service workflow. Statuses include: Planning: Service is being created and designed. Approval: Requirements are being finalized and authorized. Requirements are communicated, budgets and resources are allocated. Development: Service is being developed (refined and tested). Active: Service is operational in a live environment. Retired: Service is retired from use.
Next: Status	Click the links to move the Service through the Service workflow. Actions include: Submit for Approval: Changes the Service Status to Approval. Begin Development: Changes the Service Status to Development. Reject: Changes the Service Status back to Approval. Set as Active: Changes the Service Status to Active. Retire: Changes the Service Status to Retired. Submit for Review: Changes the Service Status back to Approval.	One-Step Actions (Alt 1 Step from Relationship, Alt 2 Step from Relationship, or Next Step from Relationship): Conditionally changes the record Status to next logical Status (defined by the Status values in Table Management).
Breached Incidents alert bar	Number of Open Incidents that have breached the SLA's Resolve deadline.
Open Incidents alert bar	Number of Open Incidents bound
Owned By	Record owner.
User Owner -select owner-	Name of the User owner. Click the link to first select a Team and then a User owner (User is limited by Team). Typically, the owner is the IT/Business Manager.	One-Step Action (Assign to Individual): Launches the Choose Team window, where a User can choose an Owned By Team for the record; then, launches the Choose User window, where a User can choose a Primary User from the already-selected Team.
Team Owner -select team-	Name of the Team owner. Click the link to select a Team owner.	One-Step Action (Assign to Team): Launches the Choose Team window, where a User can choose an Owned By Team for the record.
Avatar	Photo/graphic associated with the User owner (from User Profile).
Owner E-mail Address	Owner's e-mail address (from User Profile).
Owner Phone Number	Owner's phone number (from User Profile).
Owned By	Record owner.
User Owner -select owner-	Name of the User owner. Click the link to first select a Team and then a User owner (User is limited by Team). Typically, the owner is the IT/Business Manager.	One-Step Action (Assign to Individual): Launches the Choose Team window, where a User can choose an Owned By Team for the record; then, launches the Choose User window, where a User can choose a Primary User from the already-selected Team.
Team Owner -select team-	Name of the Team owner. Click the link to select a Team owner.	One-Step Action (Assign to Team): Launches the Choose Team window, where a User can choose an Owned By Team for the record.
Avatar	Photo/graphic associated with the User owner (from User Profile).
Owner E-mail Address	Owner's e-mail address (from User Profile).
Owner Phone Number	Owner's phone number (from User Profile).
Main Pane
Details
Service Name	Name that uniquely identifies the Service. Be succinct because the Service Catalog displays this name.
Service Type	Type of Service: Technical Business
Service Manager	Service/Record owner. Person responsible for owning the Service.
Service Classification	Service Classification: Core IT On Demand Subscription
Service Description	Description of the Service.
Services Included	List of mini services included in the Service.
Services Excluded	List of mini services not included in the Service.
Optional Services	List of optional services included in the Service.
Service SLA	Service SLA bound to this Service, if applicable. Note: Not many Services require a special SLA. In the OOTB system, only Desktop Management and E-mail Calendaring have their own SLAs.
SLAs entitled to this Service	Lists the SLAs that can access the Service in the Portal (Corporate means every Customer can access the Service in the Service Catalog; Platinum, Gold, Silver, and Bronze limit the Service by Customer status/level). SLAs must be separated by a comma.
Importance	Service Importance: Mission-Critical Support Optional
Review Date	Scheduled review MM/DD/YYYY for the selected Service. Click the Calendar button to launch a Calendar where you can schedule a date.	Used to allow the Service to be periodically reviewed to ensure that it is correct/updated.
Alignment and Cost	Click the Alignment and Cost link to view the form.
Business Alignment	Business reasoning/support for the Service.
Business Owner	CSM User who is responsible for being the business stakeholder.
Maintenance Cal	Defined Business Hours for the Service, as defined in the Business Hours Manager.
Outsourced To	Vendor to whom the Service is outsourced, if any.
Default OLA Team	Default OLA team responsible for the operational components of the Service.
Linked Image	Image that represent the Service in the UI. Click the Set Image button to open the Image Manager, where you can select or import an image.
Cost	Cost per hour associated with the Service.
Arrangement	Dynamically displays child records that are in a relationship with the Service.
Linked Services	Displays related Services that have a dependency on this Service.
Categories	Displays the defined Service Categories that categorize your Service.	For more information, see Service Categorization.
Subcategories	Displays the defined Service Categories that categorize your Service.
Incidents	Displays Incidents that are logged to report a disruption in this Service.	For more information, see About Incidents and Requests.
Problems	Displays Problems that involve this Service.
Change Requests	Displays Change Requests that involve this Service.
Configuration items	Displays CIs that are related to/support this Service.
Service Schedules	Displays Service Schedules that affect this Service (ex: Down for maintenance).
SLAs	Displays SLAs that are bound to this Service.	For more information, see Service Level Agreements (SLAs).
OLAs	Displays related Operational Level Agreements (OLAs) that affect this Service. Operational Level Agreements define how Departments will work together to meet SLAs.
Underpinning Contracts	Displays related Underpinning Contract records (agreements created between the IT Service Provider and an external supplier of services) that affect this Service.	An Underpinning Contract is an agreement created between the IT Service Provider and an external supplier of services.