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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:

    Attribute

    Description

    Model Name

    Select the model of the service.

    Other attribute values that are defined in the selected model are also applied to the service. For example, if your system administrator has defined Manufacturer Name and Supported By attribute values in a model, these two attributes are also populated with the defined values when you select that model for a service.

    When you move your mouse over the  icon, details about the selected model are displayed in the Model Details window. Contact your system administrator to customize details that are displayed in the Model Details window. To view additional details about the selected model, click the model name in the Model Details window.

    Note: If your organization was upgraded from BMC Remedyforce 20.15.02 (Spring 15) or earlier to version 20.15.03 (Summer 13) or later, you might continue to see the Model attribute (data type: Text) and not the Model Name attribute in the Instance Editor. After upgrade, your system administrator has to manually enable the creation of models and hide the Model attribute. For more information, see Enabling models.

    Short Description

    You can type a maximum of 254 characters in this field.

    You can configure the CMDB Explorer to display the short description of the service to view information about the service.

    Model Manufacturer

    After you save the service, this attribute automatically displays the manufacturer that is defined in the selected model.

    If a manufacturer is not defined in the selected model, no value is populated in this attribute. You cannot manually type the name of the manufacturer.

    Note: If your organization was upgraded from BMC Remedyforce 20.15.02 (Spring 15) or earlier to version 20.15.03 (Summer 13) or later, you might continue to see the Manufacturer Name attribute (data type: Text) and not the Model Manufacturer attribute in the Instance Editor. After upgrade, your system administrator has to manually enable the creation of models and hide the Manufacturer Name attribute. For more information, see Enabling models.

    Notes

    Type general notes about the service.

    Version Number

    If applicable, type the version number of the physical entity represented by the service.

    Serial #If applicable, type the serial number of the physical entity represented by the service.

    Supported

    Select whether technical support is provided for the service.

    If you select No, the service is deprecated and support might not be provided for it in the future. If support is not required for the service, select N/A.

    Asset #

    Type the tag number of the physical entity represented by the service.

    Warranty Exp Date

    Select the date when the warranty expires for the service.

    Token ID

    Type a unique identifier that you want to assign to the service.

    Site

    Type the site where the service is located.

    Priority

    Select the priority of the service from the list.

    CI StatusSelect the status of the service. You can use this attribute to track the operational status of an instance, such as deployed, in repair, or decommissioned.
    Asset Status

    Select the status of the asset. You can use this attribute to track the status of the instance in the asset lifecycle, such as ordered, shipped, deployed, in stock, in repair, or retired.

    This attribute is displayed only when you open an instance of the BMC_BusinessService class from the Asset or All tab in the CMDB list view. For more information, see Overview of the Remedyforce CMDB tab.

    Stage

    Select the stage of your service, such as when you are gathering requirements of your service, select Requirement or when you want to start using the service, select Operational.

    Primary Client

    From the list of all existing clients, select a client who primarily uses the service.

    When you select a client in this attribute and save the service, the service is assigned to the client and the information is updated in the Details > Clients tab. In the list of clients on this tab, the (Primary Client) suffix indicates the primary client who uses the service.

    When you move your mouse over the  icon, client details such as email address and phone number are displayed in the User Details pop-up window. Contact your system administrator to customize details that are displayed in the User Details pop-up window.

    To view or update additional details about the selected primary client, click the username in the User Details pop-up window. The client record is opened on the Remedyforce Workspaces > Configuration > Clients tab in a new browser tab or window.

    Supported By

    From the list of all existing users, select the user who is responsible for supporting the service. This user can be contacted if there is an issue with the service.

    When you move your mouse over the  icon, client details such as email address and phone number are displayed in the User Details pop-up window. Contact your system administrator to customize details that are displayed in the User Details pop-up window.

    To view or update additional details about the selected user, click the username in the User Details pop-up window. The user record is opened on the Remedyforce Workspaces > Configuration > Clients tab in a new browser tab or window.

    Location

    Select the appropriate location of the service.

    Alternatively, you can type two or more characters in the Location attribute. Location records in which the Location Name, City, or Country field values start with the specified characters are displayed.

    When you move your mouse over the  icon, details about the selected location are displayed in the Location Details pop-up window. Contact your system administrator to customize details that are displayed in the Location Details pop-up window. To view additional details about the selected location, click the location name in the Location Details pop-up window

    Notes:

    • When you select a location and save the service, a relationship between the service and location is created and displayed on the Relationships tab of the Instance Editor. The type of relationship that is created is Element Location. However, if there is an existing relationship between the service and location, the Element Location type relationship is not created.
    • From the Relationships tab, if you delete the Element Location type relationship between the service and the location that is selected in the Location attribute on the Attributes tab, the Location attribute is automatically cleared.
    • If you select a new location from the Location attribute, the Element Location type relationship between the old location and the service is deleted. Also, a new relationship is created between the service and the new location.
    Mark As Deleted

    Use this field when you are editing a service. Select the check box to mark the service as deleted.

    You can mark a service as deleted to exclude the service from searches and other activities. Additionally, you can preserve its relationships if you want to reuse the service at a later stage. For example, you can mark a duplicate service for deletion until you confirm that the service is duplicate.

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

    FieldDescription
    Service TypeSelect the type of the service. Select Unknown if the service is not a business service, technical service, or offering. If the service has child services, do not select Offering. When you select Offering, it is required to select the service for which you are creating the offering in the Sub-Service of field.
    If you are using the English language, 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.
    Sub-Service of

    Select the parent service of the service.

    If you are creating an offering, it is required to select the service for which you are creating the offering.

    When you select a service in the Sub-Service of field, the selected service becomes the parent service of the service you are creating. 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. If you update the parent service, the relationship record is also updated. 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.

    Service OwnerSelect the staff member who is the owner of the service.
    Service HoursSelect the service hours when the service is effective. To add service hours, see Configuring the default business hours and holidays of your organization.
    Service ProviderSelect the account that provides the service. For example, email service provider.
    PriceType the price that you will incur to provide the service to a client. Also, select the factors to determine the price.
    CostType the cost at which you offer the service to a client. Also, select the factors to determine the cost.
    InactiveSelect the check box to designate the current record as inactive.

    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.

    VendorSelect the vendor who will provide the service. You must add your vendor as account. The vendor provides the CIs required to deliver the service to clients.
    Start Date

    Select the date when the service is available to clients.

    Note: The start and end dates of a service offering must be same as of the parent service.

    End DateSelect the date when the service is no longer available to clients.
    Service Review DateSelect the date when the service is scheduled for a review.
    Cost DescriptionType the details of the cost, such as calculations that you did to arrive at the cost or factors that you considered.
  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:

TabDescription
HistoryEnables you to add notes to a service.
AgreementsEnables you to add an agreement to the service.
ClientsEnables you to link the service to clients. If you add the Service field to the Ticket or Service Request forms in Self Service, to show the service to a client, link the client to the service. If a client is not linked to the service, the service is not shown to the client in Self Service.
AccountsEnables you to link the service to accounts who are using the service.
IncidentsEnables you to link an incident to the service. Also, if a staff member links a service to an incident (either by using the Service field or from the Link Services and CIs related list), the incident is displayed in this tab.
Service RequestsEnables you to link a service request to the service. Also, when a client or staff member submits a service request for the service, the service request is displayed in this tab.
Change RequestsEnables you to link a change request to the service. Also, if a staff member links a service to a change request (either by using the Service field or from the Link Services and CIs related list), the change request is displayed in this tab.
ProblemsEnables you to link a problem to the service. Also, if a staff member links a service to a problem (from the Link Services and CIs related list), the problem is displayed in this tab.
Releases

Enables you to link a release to the service. Also, if a staff member links a service to a release (either by using the Service field or from the Link Services and CIs related list), the release is displayed in this tab.

Tasks

Enables you to link a task to the service. Also, if a staff member links a service to a task (from the Link Services and CIs related list), the task is displayed in this tab.

Knowledge Articles

Enables you to link a knowledge article to the service. Also, if a staff member links a service to a knowledge article on the Knowledge Article page (from the Link Services and CIs section), the knowledge article is displayed in this tab.

Documentation

Enables you to link a file to the service. For example, you want to attach the scanned copy of the signed contract with your customer or vendor.

AuditingShows a log of updates performed on the service record.

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