How to create an actual service record

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Each service definition contains zero or more actual services. The actual service is an instance of a service that benefits end users. It might be a business service or an infrastructure service. An actual service can also be a non-technical service, such as a mailbox where you deliver letters and other physical documents.

When you create an actual service, you must provide information about the actual service and add the record to your configuration management system.

From the main menu, select Build > Service Asset & Configuration.

From SACM Home, select Actual Services.

Click New icon New.

In the New Actual Service dialog box, provide all requested information. This dialog requests values for the basic actual service attributes.

Field	Description
Display label	A meaningful name that describes the actual service. For example, Email service.
Description	Detailed description of the actual service.
Subtype	Identifies the subtype of the service. Examples: Choose Business service if the service is available outside of IT. A business service can be internal to the organization or external to the organization. Choose Infrastructure service if the service is used internally by the IT service provider and is invisible to the business.
Business criticality	A value that reflects how essential the service is to the enterprise environment. For example, email has a very high business criticality.
Owner	The person who manages the actual service.
Environment	A value that describes the type of environment. For example, Production or Test.

Click Save. Service Management returns to the actual service record list. You can see a new record that you created for the actual service. The next step is to edit that record to add more information.

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

In addition to the information you provided, a new field appears on the form in the Overview section of the General tab.

Field	Description
Asset tag	If you use Service Management to manage assets, you can use this field to assign an asset tag value.

Complete the Details section.

These new fields appear on the device form in the Details section.

Field	Description
Managed externally	Service Management checks this box if your organization manages actual services with third-party applications or databases. If Service Asset and Configuration Management manages your actual services, do not check this box.
Missing	Service Management checks this box when third party applications or databases report that the actual service is not in service. If the actual service 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 component description.
Global ID	A globally unique identifier.
1st level support	Level 1 support is the group assigned to support the actual service.
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.

If necessary, expand the Attachments section to attach relevant documents to the record.

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.

Click the Workflow tab to view the workflow metaphase and phase for the new actual service.

For more information about workflows, see Actual service workflow.

Click the Discussions tab to view any relevant conversations about the actual service.

For more information about discussions, see Discussions.

Click the Related CIs tab to create links to other records. For each actual service that you define:

The Usage section displays other actual services that use this actual service.

To add a linked record:
1. Click Add or the grid icon .
2. Select the record(s). The added items appear in yellow.
3. Click Save.
To remove a linked record:
1. Select the record(s).
2. Click Remove. The selected items appear in strikethrough text.
3. Click Save.
The Containment section enables you to specify a parent service definition or a child service component that applies to the current actual service record.

Service definition

To add a service definition, do one of the following:
- Click the List icon to display a simple list of eligible values. When the list of values is long, you can type a few characters into the search field to limit the results.
- Click the Expanded list icon to display a list of eligible values in a record list format. Other field values appear in this view that are useful information.
Choose the record that is the parent service definition.

Service component

To add a linked record:
1. Click Add or the grid icon .
2. Select the record(s). The added items appear in yellow.
3. Click Save.
To remove a linked record:
1. Select the record(s).
2. Click Remove. The selected items appear in strikethrough text.
3. Click Save.