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Define a service

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Define a service

Define a service that involves a set of interconnected applications and hosts, configured to offer a service to an organization.

Before you begin

Role required: portfolio_admin

About this task

Services can be internal, for example organization email system, customer-facing, or an organization website.

The status of service indicates the life cycle of the service. Platform lists and reports can be used to view, track, and monitor the services. The status also includes services that have been retired for viewing purpose. In addition, Demand Management, which is an ITBM application, provides a functionality where you can view the demands requested for a service. It also provides a bubble chart view of all the demands categorized and prioritized by risk, cost, and effort.

Services are recorded with the necessary attributes and there exists an association between the service and the configuration items (CIs) that comprise the service.

Each service record has a unique number to identify the record. You can configure to display the Number field in the Services list view.

To reflect the importance or impact of each service on the operations of your organization, you can select a criticality level for them. For example, you might select a high level for a service that supports sales functionality using the organization website. You might then select a lower level for a service that provides internal printing for the organization employees.


  1. Navigate to Service Portfolio > Services and click New.
  2. Fill in the form fields.
    Table 1. Services form
    Field Description
    Number Automatically generated unique identification for a new service record. Its value consists of a 'BSN' string and a unique number. This identification can be referenced by other forms and scripts.
    The Number field is visible with the Service Portfolio form view.
    Note: The Number field in service records that were created before the field was added, is null.
    Name Unique name that reflects the nature of the service.
    Owned by The owner who is responsible for the service in the organization.
    Business criticality The criticality level that defines the importance of the service in your organization.
    Version Version of the service.
    Portfolio status Enables a service record to be tracked throughout the lifecycle. Available values are: None, Pipeline, Catalog, and Retired.
    Service status Specifies the status of the service. The value displayed for selection in the Service status field depends on the value that you select for the Portfolio status field.
    Used for Monitors and tracks multiple statuses such as Development, Production, Staging, and Test.
    Operational status Captures the life cycle of the service such as Operational, Retired, Pipeline, and Catalog.
    Approval group The group whose approval is requested.
    Support group The group managing the business service.
    Managed by Person who manages the service. The person can be different from the person in the Owned by field.
    Location Physical location of the service.
    Price model Pricing structure for a service offering in the service portfolio view of the parent service.
    Price unit Name of a unit that is used for pricing, service, server, person, and so on.
    Unit description Description of the service that is delivered for a price unit.
    Service level requirement The Service level requirement field captures the requirements, which include the service level agreements and service level targets, for the service.
    Comments A description or a note about the service.

    Service Improvement Plans (SIP) and Service Quality Plans (SQP) can be tracked as projects in Project Portfolio Management. Preconfigured CSI (continuous service improvement) is provided to track SIPs and SQPs.

    Track ideas, demands, and projects for the service from conceptualization to implementation using IT Business Management. Track all the requirements and tasks for deploying or retiring a service with ITBM applications such as Demand Management, Project Management, Agile Development, and Test Management.

    The service design package (SDP) contains the life cycle information of a service, since its inception until its retirement. Navigate to Service Desk > Knowledge and click IT in categories, a preconfigured knowledge category called ‘Service Design Package’ lists all relevant information about the service.