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. You can define the following information about a service:

• Type of service, that is, business service, technical service, or service offering
• Parent service of the service
• Owner of the service
• Provider of the service
• Vendor of the service
• Service hours when the service is available
• Start date of the service
• End date of the service
• Date when the service is reviewed
• Stage of the service
• Cost of the service
• Price of the service

A business service can be provided from one business to another or from one account to another within a business (for example, customer support, order processing, or payroll).

A technical service can be 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).

A service offering is a service that an organization makes available 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.

After you create a service, you can create the agreements that use the service. After you create a service offering, you can create the Service Request Definitions (SRDs) that use the service offering. 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 New.

   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 the 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.
6. (Optional) On the General tab of the Attributes section, perform the following actions:
   1. To mark this service as deleted, select the Mark As Deleted check box.
      When a service is deleted, you can exclude it from searches and other activities by using the Mark As Deleted attribute in your conditions. Additionally, you can preserve its relationships if you want to reuse the service at a later stage.
   2. In the Notes field, type general notes about the service.
   3. In the Token Id field, type a unique identifier that you want to assign to the service.
   4. From the Priority list, select the priority of the service.
   5. In the Short Description field, type a short description of the service.
      You can configure the CI Explorer to display the short description of the service to view information about the service.
   6. In the Version Number field, type the version number of the physical entity represented by the service.
   7. In the Serial Number field, type the serial number of the physical entity represented by the service.
   8. In the Asset # field, type the tag number of the physical entity represented by the service.
   9. In the Model field, type the name by which the entity represented by the service is generally known.
      For example, the model name of an Acme widget might be Pro Widget 2000.
   10. From the Supported list, select whether technical support is provided for the service.
       If you select No, the service is deprecated and support might not be provided for the service in the future. If support is not required for the service, select N/A.
   11. From the Warranty Expiration Date field, select the date when the warranty expires for the service.
   12. In the Site field, type the site where the service is located.
7. In the Specifications tab of the Attributes section, perform the following actions.
   1. In the Service Type list, select the type of the service.
      You can provide the following types of services:
      • Unknown – Select this value if the service is not a business service, technical service, or offering.
      • Business Service
      • Technical Service
      • Offering – If this service has child services, you cannot select Offering as the Service Type. When you select Offering as the Service Type, the asterisk character appears next to the Sub-Service of field to indicate that the Sub-Service of field is a mandatory field.
      If you are using the English language as a user, some of the values in the Service Type list appear without spaces between the values. To view the correct values in the Service Type list, perform the following actions:Setup > Translation Workbench > Translation SettingsActionEditActiveSave.

   2. To select the service that is the parent service of this service, click Sub-Service of.

      Important

      If you are creating a service offering, you must select the parent service that is providing the service offering. You cannot save the service offering if you do not select a parent service in the Sub-Service of field.

   3. In the Select from Business Services window, click the required service.
      The Select from Business Services window displays the following types of services: Business, Technical, and Unknown. It does not display service offerings.
      
      When you select a service in the Sub-Service of field, the selected service becomes the parent service of the current service. Additionally, a relationship record is created between these services with the parent service as the Source and the current service as the Destination (Source-Destination). If you are creating a service offering, a relationship record is created between these services with the parent service as the Service and the current service as the Offering (Service-Offering). If you change the Service Type to Business or Technical, the relationship record updates to Service-Sub-service. You can view the relationship record in the Relationships section.

      Note

      If you edit a service that is a parent service, you cannot select its child service as the parent service in the Sub-Service of field. For example, if service B is the parent service of service A and you edit service B, you cannot select service A as the parent service in the Sub-Service of field because service B already is the parent service of service A.

      The following table describes the actions performed in the Sub-Service of field and the resulting update in the relationship record.

      Action	Resulting update in the relationship record
      Select a service in the Sub-Service of field	Creates a relationship record between the parent and child service
      Change the parent service in the Sub-Service of field	Relationship record is updated with the new parent service as the source
      Delete the parent service in the Sub-Service of field	Relationship record is deleted

   4. Click Service Owner to select the staff member who is the owner of this service.
   5. In the Select from Staff window, click the required staff member.
   6. To select the service hours when the service is effective, click Service Hours.
   7. In the Select from Business Hours window, click the business hours that represent the service hours of the service.
      The system administrator configures the business hours for your organization. Navigate to Setup > Company Profile > Business Hours to configure the business hours of your organization.
      For more information about configuring the default business hours for your organization, see https://na7.salesforce.com/help/doc/user_ed.jsp?loc=help&target=customize_supporthours.htm&section=Customizing.
   8. To select the account that is providing the service, click Service Provider.
   9. In the Select from Accounts window, click the required account.
      This account manages and offers the service for the organization.
   10. To select the account that is a vendor for the service, click Vendor.
   11. In the Select from Accounts window, click the required account.
       This account provides the CIs required to deliver the service to clients.

   12. In the Start Date field, select the date when the service is available to clients.

       Note

       If you are creating a service offering, the Start Date and the End Date of the service offering must be between the Start Date and End Date of the parent service.

   13. In the End Date field, select the date when the service is no longer available to clients.
   14. In the Service Review Date field, select the date when the service is scheduled for a review.

   15. In the Stage list, select the stage of the service.
       You can select one of the following stages:

       Stage	Description
       Requirements	A set of requirements are received from the business or IT for a new or changed service.
       Defined	The set of requirements for the new service are assessed, defined, and documented and the service level requirements are produced.
       Analyzed	The set of requirements for the new service are analyzed and prioritized.
       Approved	The set of requirements for the new service are finalized and authorized.
       Chartered	The new service requirements are communicated and resources and budgets are allocated.
       Designed	The new service and its constituent components are designed and procured, if required.
       Developed	The service and its constituent components are developed.
       Build	The service and its constituent components are built.
       Tested	The service and its constituent components are tested.
       Released	The service and its constituent components are released.
       Operational	The service and its constituent components are operational in the live environment.
       Published	The service is available to Service Request Management for creating service request definitions.
       Unpublished	The service is not available to Service Request Management for creating service request definitions.
       Retired	The service and its constituent components are retired.

       Note

       You must clear the Inactive check box if you want the service offering to appear in Self Service. If you select the Inactive check box for a service, the service offerings of the service and sub-services are made inactive.

   16. In the Cost Description field, type the cost of providing the service.
       You can use the Price field, Cost field, and the option lists to define the level, cost, and price of the service or service offering.
   17. In the Price field, type the cost of the service to a customer.
       By default, the currency is displayed in U.S. dollars. Contact your system administrator to configure the currency of the organization.
   18. In the Price Option 1 list, select the first price option for which you have typed a price.
       The following price options are available:
       • Named User
       • Item
       • Site
       • Enterprise
       • Instance
       • Adapter
       • Installed Server
       • Asset
       • Concurrent user
       • CPU
       • Storage in GB
       • Storage in TB
       • License
   19. In the Price Option 2 list, select the second price option for which you have typed a price.
       The following price options are available:
       • Hour
       • Day
       • Week
       • Month
       • Quarter
       • Year
       • Fulfillment
         For example, if a service or service offering of a license costs $100 for a month to a customer, you must enter the following values:
       • Price: 100
       • Price Option 1: License
       • Price Option 2: Month
   20. In the Cost field, type the cost of delivering the service.
   21. In the Cost Option 1 list, select the first cost option for which you have typed a cost.
       The following cost options are available:
       • Named User
       • Item
       • Site
       • Enterprise
       • Instance
       • Adapter
       • Installed Server
       • Asset
       • Concurrent user
       • CPU
       • Storage in GB
       • Storage in TB
       • License
   22. In the Cost Option 2 list, select the second cost option for which you have typed a cost.
       The following cost options are available:
       • Hour
       • Day
       • Week
       • Month
       • Quarter
       • Year
       • Fulfillment
         For example, if it costs $10 to deliver a service or service offering of a CPU for a week, you must enter the following values:
       • Cost: 10
       • Cost Option 1: CPU
       • Cost Option 2: Week
   23. (Optional) To designate the current record as inactive, select the Inactive check box.
       You might need to make a record inactive because the record is no longer valid, but must be retained for compliance with the records retention policy.
8. (Optional) In the Custom tab of the Attributes section, enter the custom attribute values for the service.
   The Custom tab appears in the Instance Editor when the system administrator creates custom fields for the Business Service class and makes these custom fields available for the Business Service class. When you create a service of the Business Service class, these custom fields appear in this tab as custom attributes of the service. For more information, see Customizing fields shown in the CMDB Manager list view.
9. Click Save.
   The following fields are filled with values that record more information about the service.
   • The Instance ID field is set to the GUID that is generated as an Instance ID for the service.
   • The Class ID field is set to the ID of the Business Service class.
   • The Created Date field is set to the date and time at which the service is created.
   • The Last Modified By field is set to the user who last modified the service.
   • The Last Modified Date field is set to the date and time at which the service was last modified.
   • The Submitter field is set to the user who created the service.