This documentation supports the 9.0 version of BMC Atrium Core.

To view the latest version, select the version from the Product version menu.

Creating a service offering in the Service Catalog

A service offering defines a level of service for a price: it combines the service (utility) and a service level target (warranty) to bring value to the customer.

For example, the Calbro IT organization offers different service offerings, or levels, for a email service based on response times. Each service offering costs a different amount based on the service level targets.

About service offerings

The gold service offering has the following definition:

  • Service Level Target
    • Type: Response Time
    • Description: 5 minutes 80% of time
  • Price: USD $8 per year per instance

The silver service offering has the following definition:

  • Service Level Target
    • Type: Response Time
    • Description: 15 minutes 80% of time
  • Price: USD $12 per year per instance

You can define service offerings based on how you want to manage your services. For example, if managing your services by location is important to your business, you might create the service offerings for Email-US, Email-Europe, and Email-Asia. If managing services by organizations and their resource demands, you might have service offerings for Finance-Small, Finance-Medium, Finance-Large, Support-Medium, and Support-Large to customize for the different storage requirements for each organization.

In the Service Catalog, you can further define a service offering:

  • Associate a service offering with a technical service.
  • Add options to the service offering for end users to select.

All technical and business services must have at least one service offering and can have more than one.

When you create a service level target in the Service Catalog, it does not create a record in nor retrieve data from BMC Service Level Management. For more information, see :

Before you begin

  • Create the technical services needed to support each service offering.
  • (optional ) Define the options and choices.

To create a service offering

  1. From the Service Catalog, edit or create a service.
    In the Service Offering tab, a default service offering is available, which you can edit.

    Creating a new service offering
  2. To add a new offering to the service, click Create a New Service Offering.

    Tip

    You must be in the Service Offerings tab to create a new service offering.

  3. In the General Information tab, define the parameters described in the following table.



    Service offering parameters

    Parameter

    Description

    Default Service Offering

    Enable this option to make the selected service offering the default for the service. Unless users select a different service offering, the default service offering is used.

    Name

    A short, descriptive name for the service offering.

    Description

    A more detailed description of the service offering.

    Lifecycle Stage

    Set the service offering to one of the following ITIL stages:

    • Requirements — The business or IT organization has submitted a set of outline requirements for a new or changed service.
    • Defined — The requirements for a new service are being assessed, defined and documented, and the Service Level Requirements (SLRs) are being produced.
    • Analyzed — The requirements for a new service are being analyzed and prioritized.
    • Approved — The requirements for a new service are being finalized and authorized.
    • Chartered — The new service requirements are being communicated, and resources and budget are being allocated.
    • Designed — the new service and its constituent components are being designed and procured as required
    • Developed — The service and its constituent components are being developed or collected as required.
    • Built — The service and its constituent components are being built.
    • Tested — The service and its constituent components are being tested.
    • Released — The service and its constituent components are being released
    • Operational — The service and its constituent components are operational within the live environment.
    • Closed — The service and its constituent components that was released is not available but not retired.
    • Retired — The service and its constituent components are being retired because the business no longer needs them, other services have superseded them, or they are no longer cost-effective.

  4. Set the Base Customer Price to define the amount charged to the customer for the service offering.
    You can enter multiple customer prices per service. For detailed instructions, see Adding a customer price or delivery cost to an option, service, or request action.
    The settings appear in the Base Customer Cost fields.
  5. Set the Base Delivery Cost to define the amount that it costs to provide the service offering.
    The Cost Editor appears. You can enter only one customer price per service. For detailed instructions, see Adding a customer price or delivery cost to an option, service, or request action.
    The settings appear in the Base Delivery Cost fields.
  6. Click Apply to activate the Options tab, and then click the Options tab.

    Options when creating a new service offering
  7. In the Options tab, add options to the service offering.
    • You can only select options whose Type is set to Any Request or Request Definition.
    • The choices for the selected option appear in the Option Choice table.
    • To create an option or option choice, click Options Editor.
  8. To create categories for options, follow these steps.
    1. In the Selected Options view, select an option that you have added to the service offering.
    2. In the Category field, type a name for a new category.

    3. Click Add category.
      The selected option appears in the new category.
    4. To move choices among categories, select an option, and use the arrows to move it up or down in the list.
      If a category is empty, it is deleted.
    5. To delete a category, select it, and click Remove category.
      The category is removed, and options in that category are moved to the Default Category.
  9. To complete the remaining steps, click Show Advanced Features.
    The Link Request Actions, Supporting Technical Services, and Service Level Targets tabs appear.
  10. In the Link Request Actions tab, select the request actions that are currently associated with the global service.

    Link request actions included in the service

    These request actions are created in BMC Service Request Management. By default, they are associated with the global service. When you select them in the Link Request Actions tab, they are then associated with the current service offering. If you clear a request action, it is no longer associated with the current service offering and links to the service offering in the global service.
    For more information, see Creating a request action in the Service Catalog.
  11. In the Supporting Technical Services tab, link the service offering to technical services.

    Linking service offering to technical services
    ## In the Available Technical Services area, search for a technical service.
    Only the names of technical services are searched.
    1. Select a technical service.
    2. Click Add.
    3. In the Selected Technical Services table, select the technical service.
      The service offerings for the technical service appear in the Service Offerings table.
    4. Select a service offering.

      Note

      You cannot select more than one technical service offering.

  12. In the Service Level Targets tab, create and modify service level targets for the selected service offering.

    Defining service level targets
    1. Define the parameters described in the following table.

      Parameter

      Description

      Name

      A short, descriptive name for the service offering.

      Description

      A more detailed description of the service offering. You can use the description to specify the target requirement.

      Type

      Select the type of service level target from the following list:

      • Measurement
      • Policy
      • Other

      Classification

      Select the classification of the service level target from the following list:

      • Incident Response
      • Availability
      • Capacity
      • SR Turn Around Time

    2. To add the target to the service offering, click New Service Level Target.
    3. To modify a target, select one, and click Edit selected Service Level Target.
    4. Modify the target's parameters.
    5. Click Save to Selected Service Level Target.
  13. Click Save.

After creating a service offering, you can define a request action. For more information, see Creating a request action in the Service Catalog.

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