Use > Build > Service Asset and Configuration Management > Service components > Create a service component record

How to create a service component record

Each actual service contains one or more service components. Each service component can support one or more actual services.

The service component and the actual service represent the business service logic of the organization in the Service Asset and Configuration Management data model.

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

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

  2. From SACM Home, select Service Components.

  3. Click New icon New.

  4. In the New Service Component dialog box, provide all requested information. This dialog requests values for the basic service component attributes.

    Field Description
    Display label

    A meaningful name that describes the service component. For example, Exchange application.
    Description Detailed description of the service component.
    Owner

    Select the person who manages the service component from the list, or type a few characters to search for the name.

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

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

    In addition to the information you provided, the following new fields appear 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.
    Environment

    Service components belong to a type of environment, such as Production or Test. For example, select Test.

  7. Complete the Details section.

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

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

    Level 1 support is the group assigned to support the service component.
    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.

  8. 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.

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

    For more information, see Service component workflow.

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

    For more information about discussions, see Discussions.

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

    The Usage section displays the actual services used by the new 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.

    The Containment section displays actual services and related system elements or devices. You can relate a system element or device, but not both.

    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.

  12. Click Save icon Save on the toolbar.

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