How to Manage IT Services › Create or Edit a Service

Create or Edit a Service

Use this procedure to create a service. You can also open and edit a service. The same fields apply although their location in the user interface can change.

Note: Administrators and developers can also import a service from another system of record using the XML Open Gateway.

Follow these steps:

1. Open Home, and from IT Service Management, click Services.
2. Click New.
3. In the General section, complete the required fields. The following fields include explanations:

   Main Application

   Defines the main parent application associated with the new child service.

   Manager

   Defines the manager of the service. By default, the manager is the user who creates the service.

   Start Date and Finish Date

   Defines when the service starts and ends.

   Note: If the start date and finish dates are not specified, you cannot calculate the allocation data that displays on the Team page.

   Set Planned Cost Dates

   Specifies if the planned cost dates are synchronized with the service dates. Selecting the option for a detailed financial plan, does not affect the planned cost dates.

   Default: Selected

   Goal

   Defines the goal for the service that aligns it with your corporate strategy. Examples include Infrastructure Improvement (OPEX) or New Business Development (CAPEX). Your organization defines the values and your administrator sets them.

   Alignment

   Indicates how the service aligns with the organization business goal. The higher the value, the stronger the alignment. The metric is used in portfolio analysis for comparable business alignment criteria.

   When you click Save, the numeric value you enter appears as one of the following status symbols:

   • Red: Scores from 0 to 33 are not aligned.
   • Yellow: Scores from 34 to 67 are somewhere in the middle.
   • Green: Scores from 68 to 100 are aligned.

   Status

   Indicates the status of the service in the service management lifecycle.

   Values: Approved, Rejected, Unapproved

   Default: Unapproved

   Status Indicator

   Displays a graphical representation of the status. For example, if the status is Approved, you can visually represent the status as a green stoplight.

   Values: Red, Yellow, and Green. When saved, the selection displays as a stoplight symbol.

   Stage

   Defines the stage in the investment lifecycle. The list of choices is company-specific and depends on the values that your administrator sets.

   The metric is used in portfolio analysis when you use comparable stage criteria across all portfolio investments.

   Priority

   Indicates the relative importance to the organization business goal. The metric is used in portfolio analysis when you use comparable priority criteria across all portfolio investments.

   Limit: zero (low) to 36 (high).

   Default: 10

   Risk

   Indicates the numeric score for risk. Lower the value, lower is the risk. The metric is used in portfolio analysis when you use comparable risk criteria across all portfolio investments. Enter a numeric value. When saved, one of the following stoplight symbols is displayed.

   • Green. Score from 0 to 33 indicates low risk.
   • Yellow. Score from 34 to 67.
   • Red. Score from 68 to 100 indicates high risk.

   Required

   To indicate that the investment meets a business requirement, select this check box. This attribute is used to track investments in portfolios, portlets, or graphs.

4. In the Organizational Breakdown Structure section, associate an OBS with the service for security, organizational, or reporting purposes. When editing properties, if a department is selected on the financial properties page, the field can be auto-populated. The OBS named Department is used to associate the service with a CA Clarity PPM department. If multiple OBS units of the same name exist, the department is listed last.
5. Save the changes.
6. To delete a service, select the check box next to the service and click Mark for Deletion.

   Note: To delete an active service, open it and clear the Active check box.