How to edit a service definition record

You can edit a service definition record to add new information or change existing information.

You can edit multiple records simultaneously by selecting them in the grid and updating them in the Preview pane on the right. For more information, see Mass update.

1. From the main menu, select Plan > Service Portfolio. The Service definitions page is displayed.

2. Click the record identifier in the ID column to display the selected record.

3. Click the tab you want to view or edit. The General tab is displayed by default.

   Tab	Description
   General	Displays details about the service definition. For more information, see General tab.
   Workflow	Displays the workflow metaphase and phase for the selected record.
   Related knowledge	Displays knowledge and news articles to which the service definition is assigned. Click an article to view its details.
   Discussions	Displays any relevant conversations about the selected record. For more information about discussions, see Discussions.
   History	Displays changes to the selected record. For more information about history, see History.

4. Save your changes.

General tab

This tab includes the following sections:

Details

Field	Description
Display label	A meaningful name that describes the service definition.
Subtype	The following subtypes are supported: Application: Select this option if the you want to create an application. Once created, this record is also displayed in the Application Portfolio Management module. Business service: Select this option if the services defined are available outside of IT. A business service can be internal to the organization or external to the organization. Infrastructure service: Select this option if the services defined are internal to the IT organization.
Owner	Select the person who manages the service definition from the list, or type a few characters to search for the name.
Asset tag	If you use Service Management to manage assets, you can use this field to assign an asset tag value.
Managed externally	Service Management checks this box if your organization manages service definitions with third-party applications or databases. If Service Asset and Configuration Management manages your devices, do not check this box.
Missing	Service Management checks this box when third party applications or databases report that the service definition is not in service. If the service definition is missing, Service Management automatically sends an email message to the owner. You can enhance the workflow to open new change or incident records, send additional notifications, or make customized phase transitions.
Description	Detailed description of the service definition.
1st level support	Level 1 support is the group assigned to support the service definition.
2nd level support	Level 2 support is the next level of escalation when an issue is not resolved by the level 1 group.
3rd level support	Level 3 support is the final escalation level when an issue is not resolved by the level 2 group.
Origin	Describes how the service was developed (coded). The following options are available: In-house: The service was developed by the company itself. COTS: Commercial off-the-shelf. The service was purchased from the marketplace. Outsourced: The service was developed by other contracted organization. Brokered: A portal is provided for a seamless interface to other services.

Contacts

Field	Description
Business owner	The primary person with business authority for the service definition.
Technical owner	The primary person with technical authority for the service definition.
IT owner	The primary person to contact regarding the infrastructure supporting the service definition.

Subject matter experts

The Subject matter experts section includes acknowledged specialists for the service definition.

To add an expert, do one of the following:

• Click Add , then select the name from the list, or type a few characters to search for the name.
• Click the list icon (  ) to display the available people. Select the check box for each person that you want to add as an expert. Click OK.

To filter the record list, click the Add filter  button. For more information, see Filters.

The selected people appear in yellow. When you save the service definition, the experts are added.

To remove a subject-matter expert, select the expert and click Remove. The selected experts appear in strikethrough text. When you save the service definition, the selected experts are removed.

By default, a person's ID, name, and email address are displayed. To customize the view, click Columns, select the item to be displayed, and click Add.

Business environment

Field	Description
Owning group	The name of the organization unit with business ownership of the service definition.
Regulatory requirements	Compliance requirements for the service definition: SOX: Sarbanes-Oxley Act. United States regulations for corporate financial accounting. FERC: Federal Energy Regulatory Commission. United States regulations for energy transmission. NERC: North American Electric Reliability Corporation. North American regulations for energy transmission. CPCU: Chartered Property Casualty Underwriter. Professional designation in the insurance industry. CAISO: California Independent System Operator. Regulations for California's power grid. HIPAA: Health Insurance Portability and Accountability Act. Regulations for privacy of personal information. PCI: Payment Card Industry Data Security Standard. Standards for the payment card industry.

Budget and resource

Field	Description
Currency	The currency used when inputting the total cost of ownership. Currently, only USD($) (US dollars) is supported.
Total cost of ownership	The total cost to own and operate the service definition, including direct and indirect costs.

Rating

Field	Description
Health	Select from the following colors: Red: Risks identified that may have adverse impact. Yellow: Issues identified, but being managed. Green: No issues exist.
Quality rating	The quality level of the service definition. Enter an integer from 0 to 100. 100 indicates the highest risk, while 0 indicates the lowest.
Value rating	The value that the service definition can return. Enter an integer from 0 to 100. 100 indicates the highest risk, while 0 indicates the lowest.

Audience

The Audience section specifies the audience for the service definition; that is, which users are able to see and request the service definition in the Service Portal (For example, the service definition may be specific to a certain location or group).

Audiences are defined in Administration > Master Data > People > Entitlement Rules. For more information, see How to manage entitlement rules.

To add an entitlement rule, do one of the following:

• Click Add , then select the rule from the list, or type a few characters to search for the rule.
• Click the list icon (  ) to display the available entitlement rules. Select the check box for each rule that you want to add. Click OK.

To filter the record list, click the Add filter  button. For more information, see Filters.

The selected rules appear in yellow. When you save the record, the rules are added.

To remove an entitlement rule, select the rule and click Remove. The selected rules appear in strikethrough text. When you save the record, the selected rules are removed.

Catalog

The Catalog section contains information that Service Management uses to describe the service correctly in the Service Catalog.

Field	Description
Catalog description	The information that is to appear in the Service Catalog. It should contain the information that the end user needs to understand the service offering.
Category	Select the category of the service definition. from the list, or type a few characters to search for the name.

Attachments

You can add relevant attachments, and view those previously added.

Note

• The following file formats are supported: jpg; jpeg; gif; png; doc; docx; ppt; pptx; xls; xlsx; pdf; txt; xml; zip; msg; sql; gz; rar; tar; 7z.

• The maximum file size of an attachment is 10 MB.

• If the Attachments field has been defined as encrypted for this record type and you are a member of an encryption domain, click Add encrypted attachments to attach an encrypted file to the record.

• Attachments are not visible in the Service Portal.

Related Topics