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Creating a Service Template
- Call the 'Create Service Template' action available in the 'Service Model' section of the Service Level Manager sidebar.
The 'New: Service Template' editor opens.
- Service Name - Enter a descriptive name of the proposed service
- Service ID - Provide identification of the service for internal use. Service ID is not mandatory, it is expected to fill the need for identification according to existing internal company rules.
- Service Type - Select from existing service types. This provides predefined classification of the service.
- Version - Version of the service template
A new service template is always in version '1'. When a service template copy is copied again it receives the next consecutive version number.
Service instances receive the same version number as the service template they have been instantiated from. - Service Class - service class of the service, gets filled in according to the selected service type. Service class is an important attribute which determines the position of the service in the service hierarchy (SLA-OLA-UC services).
- Domain - ITIL classification of the service
- Status - Template status. Use 'Draft' if creating a preliminary proposal and 'Approved' if the template is ready to be instantiated.
- Service Parameters - The actual technical description of the service. A service template usually contains a collection of service parameters which define individual service options. Service parameters are assigned and created in the 'Service Parameters' tab of the template editor.
- Delegated Parameters - This reference catalog lists all parameters of all services subordinated to the currently edited service.
- Assigned Persons - Various resources can be assigned to a service. For example, the persons responsible for a service or affected by it are handled in the 'Assigned Persons' reference catalog. Depending on the service type, other resource reference catalogs may be available.
- Service Measures
A reference catalog of 'Service Measures' objects relating to the service.
- Ticket Categories
Use this reference catalog to link ticket categories to the service template. The linked ticket categories will be used for services instantiated from the template.
Ticket categories are primarily a categorization concept used in Incident/Problem/Change management. Using their assignment to service templates they can also be used for automatic categorization of tickets created for services.
- Support Groups
Use this reference catalog to assign support groups to the service template. See 'Support Groups Assignment' below for more information.
- Documentation
A reference catalog of 'Documentation' objects attached to the service. See 'Adding Documents to Service Records' for more information.
- Superior / Subordinated Service - Services related in the service structure.
- Specify the service template attributes and save the object.
Support Groups Assignment
The 'Support Groups' reference catalog can be used to assign support groups to the service template. Each such assignment has two additional parameters: 'Routing Option' and 'Role'.
- Role
'Role' makes it possible to specify the functional property of the assignment. For instance, a 'Change Manager' support group can be assigned in the '1st Level' role to one service template and in the '2nd Level' role to another.
Values available for the 'Role' parameter in the support groups assignment are the same as 'Service Level Group' values used for categorization of support groups. (Values available in the 'Service Level Group' drop-down in the 'Support Group' editor.) Note, however, that the 'Role' assignment is independent of the 'Service Level Group' assignment. For instance, a 'Change Manager' support group as such may have '1st Level' assigned as its 'Service Level Group' and yet be assigned in the '2nd Level' role to a service template.
- Routing Option
Routing options categorize customers into groups. Assigning a routing option to a business partner effectively pre-filters customers available to the business partner, thus making customer-related operations (e.g. selections of customers) easier.
Routing option can also be assigned to Business Partner Categories. This way it is possible to group-assign a routing option to multiple business partners (all business partners belonging to the business partner category).
Similar to the role assignment, the 'Routing Option' parameter can be specified independently for each Support Group - Service Template assignment. For instance, a 'Change Manager' support group can be assigned to one group of customers (a routing option) in one service template and to another customer group in another service template.
One support group can be assigned to one service template multiple times as long as the 'routing option/role' combinations of the assignments differ. This way one support group can take care of several customer groups (routing options) in various roles and one customer group can be taken care of by several support groups, each of them (possibly but not necessarily) in a different role.
To assign support groups to a service template:
- Locate the 'Support Groups' section of the 'Service Template' editor
- Click the '+' ('Search and assign existing Service Support Group') button.
- Select one or more support groups from the list which opens
- Back in the 'Support Groups' reference catalog, specify the 'Routing Option' and 'Role' of the assignment.
Requesting a Service Template
As an alternative to actual service template creation, it is also possible to request a service template. This can be used e.g. by the Service Level Manager to initiate the development and improvements of services.
To request a service template, call action 'Request Service Template' from the Service Model section of the Service Level Manager sidebar.
After the request, the service must be specified and calculated. In a final step, the Service Portfolio Manager releases the service template.
The process is covered by the Valuemation Business Process Manager, 'Create New Service' business process.