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Service Fields

Service Fields

The table below lists the fields of the Service form and provides utilization guidelines for each field.

Field Label Utilization Guideline
Picture

The Picture field is used to add a picture or logo of the service.

Click on the picture to enlarge it or to change it.

Name

The Name field is used to enter the name of the service. The service name may be followed by the name of its core application placed between brackets.

Examples:

  • Enterprise Resource Planning (SAP)
  • Email
Disabled

The Disabled box is checked when the service may no longer be related to other records.

Category

The Category field displays the service category to which the service has been related.

Keywords

The Keywords field is used to add words that are not included in the name or description of the service. The keywords that are added allow users to find the service when they execute a search using these words.

Description

The Description field is used to enter a high-level description of the service’s core functionality.

Example:
The Enterprise Resource Planning (SAP) service provides the ability to record all transactions for accounting, manufacturing, human resources, asset management, budgeting, and management reporting purposes.

This field allows basic text formatting.

Service provider

The Service provider field is used to select the organization that provides the service.

Responsibilities
First line team

The First line team field is used to select the team that will, by default, be selected in the First line team field of a new service instance when it is being registered for the service.

Requests that are linked to a service instance for which a first line team has been specified are automatically assigned to this first line team after they have been submitted using Self Service or when they are generated using the Requests API, Mail API or Events API.

Support team

The Support team field is used to select the team that will, by default, be selected in the Support team field of a new service instance when it is being registered for the service. Similarly, this team will be selected in the Team field of a problem when the service is related to it.

Service owner

The Service owner field is used to select the person who is responsible for ensuring that the service level targets specified in the SLAs for the service are met.

Release manager

The Release manager field is used to select the person who is responsible for coordinating the releases of the service.

Change manager

The Change manager field is used to select the person who is responsible for coordinating changes to the service.

A change manager must be specified in order to relate workflow templates of the service to request templates.

Knowledge manager

The Knowledge manager field is used to select the person who is responsible for the quality of the knowledge articles for the service.

Problem manager

The Problem manager field is used to select the person who is responsible for coordinating the problems that directly affect the service.

Availability manager

The Availability manager field is used to select the person who is responsible for ensuring that the availability targets specified in the active SLAs for the service are met.

Capacity manager

The Capacity manager field is used to select the person who is responsible for ensuring that the service is not affected by incidents that are caused by capacity shortages.

Continuity manager

The Continuity manager field is used to select the person who is responsible for creating and maintaining the continuity plans for the service’s instances that have an active SLA with a continuity target.

Risks
Risks

The Risks table field lists the risks that have been identified for the service.

Relations
Service offerings

The Service offerings table field lists the service offerings that are being, or have been, prepared for the service.

Service instances

The Service instances table field lists the service instances that are being, or have been, configured to deliver the service’s functionality.

Service level agreements

The Service level agreements table field lists the SLAs that are being, or have been, established for the different customers of the service.