Configuring Service Attributes
The service attributes are configuration features within the portfolio.
The guidance described in this knowledge can be followed to configure the attributes of both portfolio types, Business/IT Service and Support/Technical Service, within Portfolio and Catalog Management.
Before getting started
It is necessary to have a designed Service (Pipeline);
Procedure
- Access the main menu Processes > Portfolio and Catalog Management > Portfolio;
- Access the Service Portfolio you want and click on "Advance";
- Click on "Advance" in the service to access it;
- On the left side, the different attributes that can be configured are presented.
Service Attributes
Details
Place where all service parameters must be configured, such as Name, Status, Criticality, and Categories, among others.
The tabs/fields/buttons of this function are described in the Register/Edit service documentation.
Service Level Requirements
All SLA setup and relationship with other processes such as Capacity, Incident, Request, etc.
Service Level Requirements Tab
Field | Description |
|---|---|
Creation date (*) | Date of the creation of the Service |
Service start date | The date that the Service is about to be released |
Service Owner | Select the Owner of the Service |
(*) Indicate mandatory field
- SERVICE USEFULNESS
Field | Description |
|---|---|
Specification | Specify the Service in a Usefulness view |
Context | Describe the context of usage of the Service |
Essential Features | Specify the essential features of the Service |
- SERVICE WARRANTY
Field | Description |
|---|---|
Safety | Describe warranties to Safety |
Availability | Describe warranties to Availability |
Capacity | Describe warranties to Capacity |
Business Continuity | Describe warranties to Business Continuity |
Performance | Describe warranties to Performance |
Planned Interruptions | Describe warranties to Planned Interruptions |
- SERVICE SUPPORT
Field | Description |
|---|---|
Incident Management | Describe support requirements to the Incident Management process |
Problem Management | Describe support requirements to the Problem Management process |
Change Management | Describe support requirements to the Change Management process |
- CONFORMITY
Field | Description |
|---|---|
Internal | Describe internal requirements to service conformity |
External | Describe external requirements to service conformity |
Attached Documents Tab
Components | Description |
|---|---|
Type of Attachment to Select | Select the type of attachment |
Add File Button | Add |
Grid with Attachments | View/Delete |
The following functions are available:
Function | Description |
|---|---|
Save | Save the Attribute |
Clear | Clear the Fields |
Financial Attributes
Relationship with the financial process. Placeholder for link apportionment by Result Center, Departments. Including all information about CAPEX, OPEX, Direct Value, and others.
Note: The System distinguishes and differentiates between service cost and service price.
🖊 Note: The system performs a hierarchical service-based costing model by the distribution of the cost model created in the financial process "Financial Item" and "Financial Cost Calculation" respecting the cost of each service and making the distribution based on the cost model.
The amounts will be linked to the CI automatically based on the business rules. All history of cost and price variation of the service will be presented in this financial tab.
Field | Description |
|---|---|
Category (*) | Select the category |
Type (*) | Select the Cost or the Revenue |
Classification | Only appears if type equal to “Cost” |
Value (*) | Put the value of the Service |
Cycle | Select the cycle |
(*) Indicate mandatory field
The following functions are available:
Function | Description |
|---|---|
Add to the Service | Add Attribute to Service |
Add/Edit Financial Category | Create/Edit category |
Import | Import File with Financial Attributes to the service |
Business Cases
All Business Case reference. Information about all service strategies should be configurated in this tab.
Business Case Tab
Field | Description |
|---|---|
Business Case (*) | Business case name |
Executive Summary | Write or attach the executive summary of the business case |
Stakeholder/Entity | Define the stakeholders for business case |
Scenarios | Define the business scenarios |
Problem/Opportunity | Define the problem to be resolved |
Proposed Solution | Define solutions to the problems |
Financial Analysis | Write about financial analysis on the business case |
Risk Analysis | Write about the risks involving the case |
Technical Viability | Write a tech view about the solution |
Conclusion | Write a conclusion for the business case |
(*) Indicate mandatory field
Attached Documents Tab
Components | Description |
|---|---|
Type of Attachment to Select | Select the type of attachment |
Add File Button | Add |
Grid with Attachments | View/Delete |
The Following Functions are available
Function | Description |
|---|---|
Save | Save the Attribute |
Clear | Clear the Fields |
Configuration Items
Responsible for linking all CIs, Services Version, Service Map, components, and service real capacity through the map.
Moreover, through its visualization, it is possible to see all the components, use, and cost of the service.
Components | Description |
|---|---|
Support Services | Select Support Services to Drag to the Drawing area |
Configuration Items | Select Configuration items to Drag to the Drawing area |
Drawing Area | Map Area |
The Following Functions are available
Function | Description |
|---|---|
Save | Save the Attribute |
Print the Map |
Business Processes
All business processes must be linked with the specific service.
Function | Description |
|---|---|
Linking Business Process | Search/Link |
New Business Process | Create New |
Search Area | Search the Grid |
Grid with Business Processes | View / Unlink |
Support Services
All support services that provide support for the main service, such as 3rd party services.
Function | Description |
|---|---|
Linking Service | Search/Link |
Search Area | Search the Grid |
Grid with Support Services | View/Unlink |
Business Owner
Service Owner, person, or group responsible for designing and evaluating the service.
Function | Description |
|---|---|
Link Business Owner - Employee | Search/Link Employee |
Link Business Owner - Group | Search/Link Group |
Search Area | Search the Grid |
Grid with Linked Business Owners | View/Unlink |
Business User
The main person or users group that uses the service.
Function | Description |
|---|---|
Link user | Search/Link User |
Link user group | Search/Link Group |
Search Area | Search the Grid |
Grid with Linked Business Users | View/Unlink |
Requests
All requests are provided by the service catalog.
Function | Description |
|---|---|
New Service Request | Create New |
Link Service Request | Search/Link |
Search Area | Search the Grid |
Grid with Linked Services Requests | View/Unlink |
Applications
All applications that sustain or run are linked with service.
Function | Description |
|---|---|
Link Application | Search/Link |
New Application | Create New |
Search Area | Search the Grid |
Grid with Linked Applications | View/Unlink |
Data Schema
All data schema and technical information about the service.
Field | Description |
|---|---|
Details (*) | Detail the Data Schema of the Service |
Attached Documents
Components | Description |
|---|---|
Attachment Description | Describe the attachment |
Add File Button | Add |
Grid with Attachments | View/Delete |
Incidents
All incidents are provided by the service catalog.
Function | Description |
|---|---|
New Incident | Create New |
Link Incident | Search/Link |
Search Area | Search the Grid |
Grid with Linked Incidents | View/Unlink |
Procedures
Procedures used by the continuity process for keeping the service running in disaster recovery need.
Function | Description |
|---|---|
New Service Procedure | Create New |
Link Procedure Service | Search/Link |
Search Area | Search the Grid |
Grid with Service Procedures | View/Unlink |
Contracts
Contracts that use/provide the service. Could be customers, departments, external providers, etc.
The sales price based on the Gold, Silver, and Bronze SLA should also be defined or configured based on the cost of service.
Function | Description |
|---|---|
Link Contract | Search/Link |
New Contract | Create New |
Search Area | Search the Grid |
Grid with Linked Contracts | View/Unlink |
IT Owners
Owner of IT Service.
Function | Description |
|---|---|
Link user | Search/Link User |
Link user group | Search/Link Group |
Search Area | Search the Grid |
Grid with Linked IT Owners | View/Unlink |
Knowledge Base
All articles are linked with service to provide information for all analysts and end-users.
Function | Description |
|---|---|
Link Knowledge | Search/Link |
Search Area | Search the Grid |
Grid with Linked Knowledges | View/Unlink |
Skill/Resource
A specific skill that the resource needs to provide/sustain the service.
Function | Description |
|---|---|
Link Capability | Search/Link |
New Capability | Create New |
Search Area | Search the Grid |
Grid with Linked Capabilities | View/Unlink |
Planned Capacity
All information about capacity plan to sustain or design the service.
Function | Description |
|---|---|
Link capacity/performance indicators | Search/Link |
Grid with Linked capacity/performance indicators | View/Unlink |
Attribute of Demand
Demands that can be provided in service.
Function | Description |
|---|---|
Link demand attributes | Search/Link |
Grid with Linked demand attributes | View/Unlink |
Service Evaluations
Service evaluations records.
Filter | Description |
|---|---|
Register Period - Start | Set a Start date to search the evaluations |
Register Period - End | Set an End date to search the evaluations |
The following functions are available:
Function | Description |
|---|---|
Search | Search with the period |
Clear | Clear the Filter |
Service Audit
Service Audit Trail.
Recorded events
Object | Description |
|---|---|
Opening Period - Start | Set a Start date to opening |
Opening Period - End | Set an End date of opening |
Category | Select a Category of event |
Search Button | Search with the filters |
Clear Button | Clear the Filter |
Events Grid | View |
Register occurrences
Object | Description |
|---|---|
Category (*) | Select a Category of event |
Description (*) | Describe the event |
Save Button | Save |
Clear Button | Clear fields |
(*) Indicate mandatory field