Service Categories

Service Category is a comprehensive list of IT Services and the Business Services provided by the IT department to the end-users. Each service category has a classified group of service items that are exposed to user groups who are approved to access it.

To access the Service Category configuration page, go to Admin > Service Catalog > Service Categories.

The Service Categories list view page lists all the IT Services and the Business Services. You can add, edit and delete a service category from this page. Apart from this, an instant means to get to the add service category form is by clicking the Add Service Category drop-down menu in the Service Catalog configuration wizard page

Adding Service Category

1. Click Add Service Category drop-down menu. You can add either an IT Service Category or Business Service Category. Select the appropriate option to view the add form.

2. Specify a Name for the Service Category. This field is mandatory.

3. Enter a brief Description of the IT service details in the field provided.

4. Set an Icon for the service category. You can choose the icon from the icon set or upload an icon. The Icon set consists of the icons available in the application, by default. To upload an icon, click Upload an icon link and browse through the icons.

5. Click Save to save the details and return to the list view. Click Cancel to return to the list view.

NOTE:

1. The default fields in the form such as Service Support Hours, Business Criticality, Department, Incident Restoration Target, Availability Target, Cost, Managed By and Business Impact are configured while adding the Configuration Item Types. If you want to add or remove any of these fields then you can do so under Admin tab -> Configuration Item Types.

2. The newly added Service Category (either IT Service Category or Business Service Category) is listed as CIs in CMDB module.

Editing a Service Category

1. From the Service Category list view page, click on the edit icon  beside the service category to edit. The Service Category page opens.

2. All the fields in the form are editable. Modify the necessary fields.

3. Click Save to save the details and return to the list view. Even while editing a service category you can add a new service category by selecting the Save and Add New button. Click Cancel to return to the list view.

Deleting a Service Category

1. From the Service Category list view page, enable the checkbox beside the service categories to delete.

2. Click Delete button. A dialog box confirming the delete operation appears.

3. Click OK to continue. The service category is deleted from the list.

NOTE: If the service category is greyed instead of getting deleted, then the service category is being used by a module. Greying indicates that the service category will not be available for further usage. To bring a service category back to usage, click the edit icon  beside the greyed out service category and deselect Service not for further usage check box.

Copying Service Templates

You can copy templates from the Service List to the Incident List and vice versa. The following steps are to be kept in mind while doing so.

1. Click on the 'Copy Template' tab in the Service Category list view page.
2. This will open a pop-up with a few options. The 'Copy Template from' option lists all the existing Service Templates. Choose the template you want to copy.
3. Now, choose the 'Template Type'. You can choose 'Service Template' if you want to copy the template within Service Category itself. If you want to copy the template to Incident template section, choose 'Incident Template.'
4. If 'Service Template' is chosen, select the 'Service Category' within which you want the template to be copied. 
5. Use the 'Copy as' option to name your template.
6. Choose the number of copies you require. The maximum limit is set at 5. 
7. Click on 'Copy' to copy the template. Click on 'Copy and edit' to edit the template after copying. In either case, the template is copied. Note: When copied from Service to Incident Workflow, resource(s) will be discarded.

You can follow the same procedure from the Incident Template page to copy templates from Incident List to Service category List.

 
Search Templates
You can use the search bar within 'Service Category' page to easily locate the templates within Service Category. Fill the search box and the results for your search will immediately be displayed.

Home Page Actions

Click a template to edit its fields, approval configurations, tasks, task trigger settings, and field and form rules.
 

Use the Reorder button to organize templates (incident templates will also be listed) and their categories. Either drag a template to a select location or enter the position in the order.

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