Services

After installation of the package a new menu section will be available in the main menu.

Note

In order to grant users access to the Service Management menu, you need to add them as member to the group itsm-service.

Service List

Use this screen to get a list of services directly in the agent interface. The Services menu item is available in the main menu.

Service List

Service List

A view on services and configuration items, including information on each object’s current state, allows you to analyze an incident and calculate the incident’s impact on affected services and customers, and service level agreements and linked configuration items are also displayed. For each configuration item, the current incident state is shown. In addition, the incident state will be propagated for dependent service level agreements and configuration items. If a service is selected, the service detail view will be shown, now with the additional current incident State, which is calculated from the incident states of dependent services and configuration items.

Service states can have one of the following three values:

  • Operational (green)
  • Warning (yellow)
  • Incident (red)

The propagation of the incident state will be carried out if configuration items are linked with the link type depend on. Here the following rules apply:

  • If a configuration item is dependent on another configuration item, which is in the state Incident, the dependent configuration item gets the state Warning.
  • If a service is dependent on configuration items, and one of these configuration items has a state Incident, the service will also get the state Incident.
  • If a service is dependent on configuration items, and one of these configuration items has the state Warning, the service will also get the state Warning.
  • If a service has sub-services, and one of these services has the state Incident, the parent service will get the state Warning.
  • If a service has sub-services, and one of these services has the state Warning, the parent service will get the state Warning.

The states of the respective services, sub-services, and configuration items will be shown in the view.

See also

Read the chapter about Configuration Items to setup the dynamic calculation of service states.

Service Detail View

Use this screen to see the details of a service. The service detail view is available if you select a service from a service list.

Service Detail View Widgets

Like other business object detail views, the service detail view is also highly customizable. Some of the following widgets are displayed with the default installation, but others have to be added in the screen configuration.

Service Information Widget

This widget shows information about the service.

Service Information Widget

Service Information Widget

Associated SLAs Widget

This widget shows the service level agreements that are associated to the service. If you click on a service level agreement, the Service Level Agreements detail view will open.

Associated SLAs Widget

Associated SLAs Widget

Linked Knowledge Base Articles Widget

This widget shows the linked knowledge base articles, but the widget is only displayed when at least one knowledge base article is linked to this business object. New links can be added with the Link Objects action. Existing links can also be managed there.

Linked Knowledge Base Articles Widget

Linked Knowledge Base Articles Widget

Service Detail View Actions

The following actions are available in the service detail view.

Link Objects
This action allows agents to link other business objects to the service.
Print Service
This action allows agents to print the service to a PDF file and to download it.