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Creating a business service

The Service CI type is an example of a virtual CI. In this context, a service can be provided from one business or organization within a business to another. Service CIs can include customer support, employee provisioning, web farms, storage, and so on.

Using the following procedure, you can create a business service and relate the service to a company. This is necessary to make sure that the service appears in the Service field menu on the main form, when relating the problem investigation to a company.

Related topic

To create a business service

  1. From the Navigation pane of the Asset Management console, choose Functions > Manage CIs.
  2. From the CI Type list , select Logical Entity > Business Service and then click Create.
  3. On the Business Service form, type the CI name in the CI Name field.

    Best Practice

    When creating a CI name, we recommend that you follow a consistent naming convention. According to ITIL guidelines, identifiers should be short but meaningful (for example, Payroll or Network). The name can be followed by a numeric code (for example, NETWORK100).

  4. Complete the optional fields that appear on the form in a way that is appropriate for the service you are creating.

    Optional fields when creating a business service

    Field name


    CI ID

    A customer specified identifier. You can use this to augment the CI Name.


    The company that owns the service

    Impact, Urgency, and Priority

    Used to determine service levels when assigning support


    Indicates whether the service currently is supported

    System Role

    A description of the role the service fulfills in the organization

    Additional Information

    A place to record any additional information about the service

    Users Affected

    The number of users who use this service

    Product Categorization

    Use this file to categorize the business service through multiple tiers. This hierarchy is used to drive assignment routing.


    The location of the support group that supports the service


    The date on which the service became active

  5. Click Save.
    Depending on how your application is configured, after you click Save to create a Service CI, the Service CI form might be redisplayed in a Modify window.
    The People tab referred to in the following step does not appear on the Business Service form until you create and save the CI. The Relationships, Outage, and Impact tabs also appear after you save the new CI. If the People tab does not appear after you click Save, then search for and open the CI record as described in To search for CIs from the console, and then continue with step 6.

  6. Open the People tab and click Add.
  7. From the Type list in the CI Person Type, select People Organization and then click OK.
  8. From the Company list in the Organization Search window, select the company to which you are relating the service and then click Search.
    If you are relating the service to the entire company, then skip step 9.

  9. If you must relate the service either to an organization within the company or to a department within the organization, select the organization and, if necessary, the department from the Organization and Department lists.
    • Organization — If you select Organization, the service is related to the specified organization within the specified company.
    • Department — If you select Department, the service is related to the specified department within the specified organization.
  10. From the Choose a Relationship Level list, select how much of the company will be related to this service.
    For example, if you are relating the service to the entire company, then select Company. If you specified department in the preceding step, then select Department, and so on.
  11. Click Select.
  12. From the Role list in the Asset Person Role window, select Used By and click OK.
  13. Click OK to dismiss the confirmation note.
  14. Click Save and then click Close.

Related information

For information about designing, developing, and maintaining service models that enable you to manage your IT resources from the perspective of the business services that they provide, see Planning a service model.

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