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Field Label
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Utilisation Guideline
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Name
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The Name field is used to enter the name of the service instance.
Example for the Enterprise Resource Planning (SAP) service:
- Enterprise Resource Planning (SAP) Production
Example for the Email service:
- Email (Exchange) New York
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Status
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The Status field is used to select the current status of the service instance.
The available options are:
- Being Prepared – The service instance has not yet been taken into production, or is temporarily taken out of production.
- In Production – The service instance is in use by customers.
- Discontinued – The service instance is no longer in use by any customer and is not expected to be put back into production.
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Service
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The Service field is used to select the service which functionality the service instance provides.
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Service provider
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The Service provider field is automatically set to the organisation that is selected in the Service provider field of the related service.
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First line team
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The First line team field is used to select the team that will automatically be selected in the Team field of a request after:
- the request has been submitted using Self Service and this request is related to the service instance,
- the service instance has been related to the request by a person who does not have the Specialist role of the account to which the service instance belongs, or
- the request is generated using the Requests API, Mail API or Events API and this request is related to the service instance.
The First line team field is automatically set to the team that is selected in the First line team field of the related service when a value is selected in the Service field of the service instance. Another team can be selected manually if first line support for the service instance is provided by a different team (e.g. due to the physical location of the supported hardware).
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Support team
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The Support team field is used to select the team that will, by default, be selected in the Team field of a request when the service instance is manually selected in the Service instance field of the request, or when the service instance is applied from the Service Hierarchy Browser.
The Support team field is automatically set to the team that is selected in the Support team field of the related service. Another team can be selected manually if the service instance is supported by a different team (e.g. due to the physical location of the supported hardware).
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Maintenance window
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The Maintenance window field is used to select the calendar which defines when change/workflow implementation tasks with an impact are allowed to be executed related to this service instance. If not, a warning is displayed.
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Remarks
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The Remarks field is used to add any additional information about the service instance that might prove useful.
This field allows basic text formatting.
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Attachments
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The Attach file… link is used to attach a file to the service instance. Multiple attachments can be added to a service instance.
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Configuration items
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The Configuration items table field is used to relate all configuration items that make up the service instance.
The configuration items, together with the child service instances, ensure that the service instance is able to provide the functionality of the service.
As long as no CIs have been registered, this field remains hidden.
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Parent service instances
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The Parent service instances table field lists all service instances that are using the service instance and which are linked to the service instance by means of an active SLA.
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Child service instances
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The Child service instances table field lists all service instances that the service instance uses and to which the service instance is linked by means of an active SLA.
The child service instances, together with the configuration items, ensure that the service instance is able to provide the functionality of the service.
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Service level agreements
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The Service level agreements table field lists the service level agreements that have been established for customers that use the service instance.
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History
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Requests
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The Requests table field lists all requests to which the service instance is related.
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Problems
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The Problems table field lists all problems to which the service instance is related.
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Tasks
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The Tasks table field lists all tasks to which the service instance is related.
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