Service Instances

Actual services offered to the customers are created as so called Service Instances (Service Records). Service Instances are generated from service templates which define the hierarchy of related services and other common service attributes. Attribute values of the service record copied from the service template can be further modified.

The link between Service Instances and Item Types provides a connection between the Service Level/Portfolio ans Service Request functionalities:

1. Service template is instantiated (for one or more business partner) -> a service instance is created
2. An item type is created on the basis of the service instance
3. This item type is offered in the Service Request Shop and customers request the service by requesting this item type.

ZIS Monitoring: The SMDB Part

Main elements (flagged for service monitoring) are:

• Services
• Service relations

The additional elements are:

• Service related information, for example:
  • Organizational data like Person, Costcenter, …
  • Service parameter data like availability definition (service parameter type), …

Please see also the 'SMDB / CMDB Synchronization' topic in 'ZIS' chapter.