IT Service Management Page
Purpose
In IT Service management page, you can manage(add/update/delete) various service and their association details. You can also manage their measure and maturity model data.
In this page, you can add new service or select any existing service and manage its details. These Details includes –
- Core Attributes
- Service Components
- Service Governance
- Service Dependencies
- Technologies
- Collections
- Organization Unit Associations
- Performance Measures
- Scoring Performance Metrics
- Capabilities
- Capability Maturity Model
- Capability Practices
- Linked Capability
- Assessment Maintenance
Layout & Navigation
The page is organized into three sections or panels.
Navigation section
First Panel/Section is navigation panel where you can add new services or select any existing service to manage its data.
In this panel, you can add new service by selecting ‘Add a new Service’ option. By clicking on it, it will open a popup window asking for basic service details. By setting these details you can add a new service.
To select any existing service, you have two options available in this panel. Those options are displayed in two separate sub-sections within this panel and those sub-sections are –
- Services (Collection View)
- In this sub-section, Services are displayed as collection view. This collection is based on Categories, Domains and Clusters.
- Based on Entity and Category selected, we load Services grouped by domains and clusters in a tree-view. You can change category to load services of that category.
- You can select any service from tree-view and manage its data.
- You have ability to manage Domain and Cluster data as well by selecting Domain/Clusters from tree-view. Few of data information is applicable to Domains/Clusters and you can manage only those. For others, you will see ‘not Applicable’ message.
- Services (List View)
- In this sub-section, we simply load all services and you can select any service from the list.
- You can search any specific service in ‘Search IT Services’ textbox.
Information section
Second Panel/section is Information panel, where we load several types of information items for services that you can manage in third panel by selecting these items. These items are displayed in various groups in this panel.
You can select a single item at a time to see and manage selected information in third panel. This list is configured by system. You may not able to see one or more if you don’t have access to see them.
Information Management section
Third Panel/section is Information Management panel, where you load selected information from second panel as data grid/form and manage them. Along with various information items in second panel, you can manage documents for services by clicking on Manage Document button on top of this panel. (Explained in detail below) Each information item/Activity is explained below.
Core Attributes (Service)
Purpose: Displays form to manage various core attributes of selected service. Detail:
- You can update core details like Name, Display Name and others.
- You can delete selected service by using delete button.
- If you want to reset updated information, you can do this by Cancel button.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Category | Required | List of available service categories | |
| Standard Name | Required, Unique name | ||
| Scope | List of available scopes with name and abbreviation | ||
| (Other Different Manager fields) | List of available persons | ||
Extended Attributes (Service/Domain/Cluster)
Purpose: Displays grid to manage various extended attributes of selected service. Detail:
- This grid is displayed just after above Core Attributes form. It is displayed only when there are attributes defined for services.
- Same as for selected Domains OR Clusters, you can add attributes for them also. In that case, you will have list of attributes defined for domains/clusters.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Category | Required | List of attribute categories | |
| Attribute | Required | List of service attributes | |
| Value | Based on data type of selected attribute, value must be in that format | ||
Core Attributes (Domain/Cluster)
Purpose: Displays form to manage various core attributes of selected Domains/Clusters. Detail:
- You can update core details like Name, Display Name and others.
- If you want to reset updated information, you can do this by Cancel button.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Standard Name | Required, Unique name | ||
Service Components
Purpose: Displays grid to manage service Components of selected service. Detail:
- You can add, update, delete components for selected service.
- You can manage extended attributes for component also. For that, you can click drill down icon in grid, which will load Extended Attributes grid for that component. Note that, if you have attributes defined for Components then only you will see this drill down option.
- In a form (loaded just after grid), we simply display selected component information from grid.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Standard Name | Required, Unique name for a service | ||
Service Governance
Purpose: Displays grid to manage governance of selected service. Detail:
- You can add, update, delete governance record for selected service.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Governance | Required, Unique name for a service | List of available governances defined for services | |
| Start Date | A valid date | ||
| End Date | A valid date, should be greater than Start Date | ||
Service Dependencies
Purpose: Displays grid to manage dependencies of selected service. Detail:
- You can add, update, delete various dependency record for selected service.
- Dependency can be at service or service component level based on component selected or not.
- Dependency can be with service or service component based on item selected in grid.
- Combination of parent service/component and child service/component should be unique.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Service Component | Select if want to add dependency at component level | List of available components of selected service | |
| Dependent Service | Required | ||
| Dependent Component | Select if want to add dependency at component level | List of available components of select dependent service | |
| Strength | List of system defined dependency strength | ||
| Effective Date | A valid date | ||
| Expiry Date | A valid date, should be greater than Effective Date | ||
Technologies
Purpose: Displays grid to manage associated technologies with selected service. Detail:
- You can add, update, delete various technology association records for selected service.
- Association can be at component level if component is selected from grid.
- Association can be at version level if specific version is selected for any technology.
- Combination of selected service/component and technology/version must be unique.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Service Component | Select if want to add dependency at component level | List of available components of selected service | |
| Technology Name | Required | List of available technologies | |
| Technology Version | Select if want to add dependency with any specific version | List of available versions of selected technology | |
| Strength | List of system defined dependency strength | ||
| Effective Date | A valid date | ||
| Expiry Date | A valid date, should be greater than Effective Date | ||
Collections
Purpose: Displays grid to manage collection details with domain/cluster of selected service. Detail:
- You can add, update, delete service collection details.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Collection | List of service categories to filter domains | ||
| Domain | List of domains to filter clusters | ||
| Cluster | Required | List of clusters | |
Organization Unit Associations
Purpose: Displays grid to manage association of selected service with organization units. Detail:
- You can add, update, delete service – organization unit association record.
- Association can be at service level or component level. If component is selected in grid then association will be at component level.
- You are allowed to add association of a service and an organization unit only once. You can associate same service with other organization units.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Service Component | Select if you want to associate component with org units | List of components of selected service | |
| Accountability Type | List of system defined accountability types to filter organization unit list. | ||
| Org Unit Type | List of system defined org unit types to filter organization units. | ||
| Association Category | System defined list of association category for services. | ||
| Organization Unit | Required | List of available Organization units | |
| Effective Date | A valid date | ||
| Expiry Date | A valid date, should be greater than Effective Date | ||
Capabilities – Capability Class
Purpose: Displays grid to manage Capability Classes of selected service/domain/cluster. Detail:
- You can add, update, delete Capability Class record for selected service. You can manage same record for domains or clusters by selecting them from object collection tree-view.
- You can see more grid columns by using grid’s column chooser functionality.
- This grid has drill down facility. You can see and manage Capabilities of any Class by drilldown the grid. Capability grid is explained below.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Standard Name | Required | ||
| Entity | List of entities defined for services | ||
| Sub Class | List of system defined sub classes for Capability Class | ||
Capabilities – Capability
Purpose: Displays grid to manage Capabilities of any capability class for selected service/domain/cluster. Detail:
- You can add, update, delete Capability record for class.
- This grid is displayed when drill down any Capability Class. After doing drill down of any class, it will display all capabilities for that class in grid.
- You can see more grid columns by using grid’s column chooser functionality.
- This grid has drill down facility. You can see and manage Capability Questions of any Capability by drilldown the grid. Capability Question grid is explained below.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Standard Name | Required | ||
| Entity | List of entities defined for services | ||
| Capability Category | Required | List of Capability Class | |
Capabilities – Capability Question
Purpose: Displays grid to manage Capability questions of any capability for selected service/domain/cluster. Detail:
- You can add, update, delete Capability question record for capability.
- This grid is displayed when drill down any Capability. After doing drill down of any capability, it will display all capability questions for that capability in grid.
- You can see more grid columns by using grid’s column chooser functionality.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Standard Name | Required | ||
| Capability Category | Required | List of capabilities | |
Capability Maturity Model
Purpose: Displays grid to manage different maturity levels for each capability or question added for selected service/domain/cluster. Detail:
- This grid is displayed just after Capabilities grid.
- Using this grid, you can assign maturity level to any capability or question of any service.
- You can see more grid columns by using grid’s column chooser functionality.
- By default, grid data is grouped by Capability Class, Capability and Capability Question. You can change grouping by grid’s grouping feature.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Capability | Required | List of capabilities for selected service | |
| Capability Question | Select if you want to add maturity level at question level | List of Capability questions for selected capability. | |
| Maturity Level | Required | List of Measure scales of maturity measure. | |
Practices
Purpose: Displays grid to manage practices for each capability or question added for selected service/domain/cluster. Detail:
- This grid is displayed just after Capability Maturity Model grid.
- Using this grid, you can create practice by selecting maturity level for any capability or question of any service. You can manage same record for domains or clusters by selecting them from object collection tree-view.
- Practices will be unique for group of Capability Class, Capability, Capability Question, Class, Maturity Level and name of practice.
- You can see more grid columns by using grid’s column chooser functionality.
- By default, grid data is grouped by Capability Class, Capability and Capability Question. You can change grouping by grid’s grouping feature.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Capability | Required | List of capabilities for selected service | |
| Capability Question | Select if you want to add maturity level at question level | List of Capability questions for selected capability. | |
| Maturity Level | List of Measure scales of maturity measure. | ||
| Class | List of system defined class for practices | ||
| Standard Name | Name of practice | ||
Assessment Maintenance
Purpose: Displays grid to updated few details of maturity assessment data of selected service/domain/cluster. Detail:
- Using this grid, you can update assessment date, active/visible records, effective/expiry date for any assessment record.
- You can’t add new records or delete any existing records from this grid.
- You can see more grid columns by using grid’s column chooser functionality.
Performance Measures
Purpose: Displays form to add/update/delete Measure for Selected Service, Service Components of Selected Service, Domain and Cluster. Detail:
- You can add/update/delete Measure for Service or Service Component or Domain or Cluster.
- You can add Measure at Service level and Service Component level. If you select Service Component from “Measure for” option available in top of page then measures will be added for Service Component. If you select Service from “Measure for” option available in top of page then measures will be added for Service. You can also Measure at Domain/Cluster. If you select Domain/Cluster from navigation tree then measure will be added at Domain/Cluster level.
- One Service/Service Component/Domain/Cluster may contain multiple measures.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Measure | Required | List of Measures | |
| Effective Date | Valid Date | ||
| Expiry Date | A valid date, should be greater than Effective Date | ||
Scoring Performance Metrics
Purpose: Displays form to add/update/delete Measure Score/Value for Measure added with Service, Service Component, Domain or Cluster. Detail:
- You can add/update/delete Measure Score/Value for Measure which is associated with Selected Service or Service Component of Selected Service or Domain or Cluster.
- You can add Measure Score/Value for Measure added at Service Level. If you select Service from “Measure for” option available in top of page then measure score will be added for selected measure of Service.
- You can add Measure Score/Value for Measure added at Service Component Level. If you select Service Component from “Measure for” option available in top of page then measure score will be added for selected measure of Service Component.
- You can also add Measure score/value for measure at Domain/Cluster level. If you select Domain/Cluster from navigation tree then measure score will be added at Domain/Cluster level.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Measure | Required | List of Measures | |
| Valuation Object Type | Required | System defined Valuation Object | |
| Valuation Object | Required | List of Valuation Objects of Selected Valuation Object Type | |
| Measure Type | List of system defined Measure Type | ||
| Measure State | List of system defined Measure State | ||
| Value | Required, Valid decimal value | ||
| Measure Date | A valid date | ||
| Effective Date | A valid date | ||
| Expiry Date | A valid date, should be greater than Effective Date | ||
Linked Capability
Purpose: Displays form to add/delete Linked Capability Class/Object with selected Service/Domain/Cluster. Detail:
- You can add/delete Linked Capability Class/Object with Selected Service/Domain/Cluster.
- You can add one linked Object with selected service/domain/cluster.
- There is “Add” link within Action column of Grid. Click on “Add” link, dialog for Linked object selection will open. Select appropriate Object Type from Scope drop down list and based on selected object type, navigation tree below Scope drop down list will be refreshed. You can select Object Type from Scope drop down list and Object from navigation tree. You must select the third level object from the navigation tree. Selected Object Type and Object will be linked with Selected service.
- There is “Remove” link within Action column of Grid. Click on “Remove” link to remove the linked object with selected Service.
Documents
Purpose: Displays grid to manage documents for Selected Service. Detail:
- You can add/update/delete documents for services.
- You can see this grid by clicking on Manage Documents icon on top of the panel. This feature is applied to services only. So, it will be not displayed when domains or clusters selected.
- You can see more columns those are hidden by default by using grid’s Column chooser functionality.
- In case of add, you can upload a document or provide a link to document. In case of edit, you can’t upload or provide link for document. You only can change other basic document details.
(Explained few fields below)
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| Field Name | Validation Rules | Potential Values | Default Values |
|---|---|---|---|
| Category | List of organization defined document categories | ||
| Document type | Required when adding new document | Choose selection based on you want to Upload a document or provide a link to document | |
Frequently Asked Questions
Q: Why some of services displayed in list view but not in collection view?
A: We display only those services in collection view which have domain/cluster assigned. We don’t list those services which don’t have any cluster. That’s why newly added services will not be displayed in collection view. You need add collection record first for those services.
Q: Why extended attributes grid not displays along with core attributes form?
A: We display extended attributes grid only when there are attributes defined for services.
Q: Why when selecting domain or cluster and try to select some options from second panel, it is showing ‘Not Applicable’ message?
A: some of information items are configured only for services and they can’t have any information for domains and clusters. So, we are showing ‘Not Applicable’ message for domains and cluster.