Creating services

IT Infrastructure Library (ITIL) defines a service as a means of delivering value to customers by facilitating outcomes that customers want to achieve without incurring specific costs and risks.

Services allow you to define the exact details of what you provide to clients. In BMC Remedyforce, you need services to create service request definitions (SRDs) and service level agreements (SLAs).

You can create the following type of services: 

• Business service – Provided from one business to another or from one account to another within a business (for example, customer support, order processing, or payroll).
• Technical service – Provided by an IT organization to support business services or to support IT operations (for example, employee provisioning, backup and recovery, or Self Service). A technical service can also represent a service offering (captured by a certain type of infrastructure) and the service targets associated with that service (for example, web farms or storage).

• Service offering – Provided by an organization to its users. The service offering defines a specific agreement between a service provider and a client for the service. Each service offering defines a level of service for a price: It combines the service, the cost of creating the offering, and the cost of delivering the offering.
  For example, an IT organization offers different service offerings, or levels, for a database server (Gold, Silver, and Bronze) based on response times. The cost of each service offering varies based on the service level. A customer selects a service from the different database and operating system options, and then selects the Silver offering. The Silver offering provides a 10-minute response time to restore a failed database, whereas the Gold offering provides a 2-minute response time to restore a failed database.
  You can create multiple service offerings for a business or technical service.

To create a service

1. Click the Remedyforce CMDB tab.

2. In the left pane of the CMDB Manager, select the Business Service class.

   Note

   The right pane of the CMDB Manager displays all existing services of the Business Service class.

3. In the right pane of the CMDB Manager, click .

   Note

   If you do not have the Create, Edit, and Delete permissions on the class of a configuration item, you cannot create, edit, or delete a configuration item. The New and Save toolbar buttons are disabled if you do not have these permissions.

4. In the Instance Name field of the Instance Editor, type a unique alphanumeric identifier for the service.
5. In the Description field, type a description of this service.
   You can type a maximum of 254 characters in this field.

6. Fill in the following information on the General tab:

7. Fill in the following information In the Specifications tab:

8. Click .
   The following fields are filled with values that record more information about the service.

   • Class Name – This field is set to BMC_BusinessService.
   • Created Date – This field is set to the date and time at which the service is created.
   • Last Modified By – This field is set to the user who created the service.
   • Last Modified Date – This field is set to the date and time at which the service was saved.

   The Class ID field is set to the ID of the Business Service class.

Managing supporting information for services

In the Details section of a service, you can link or add the following information: