The Services page

Open Service Configuration → Services in the sidebar. The list shows the services that aren't retired, by name, in the same kind of list as cases and incidents: each row has the tier, the name with the code (and whether it is an offering, has offerings or depends on others), the status, owner, support team, type, units and when it last changed. An owner or team in grey comes from the offering's service.

Columns picks your own (the escalation team, what it is an offering of, how many depend on it, data properties); see your columns.

Search by name, code or description. The filters are status (Any status to see retired ones too), type, tier, owner, support team, unit, Services only (no offerings), when it last changed, and data properties.

The chips above the list count Tier 1, No owner, Owned by me and Live; click one to filter by it.

A service's page

The header shows the code, status, tier and type, the owner and the support team.

[!NOTE] A service without an owner gets a warning: every service should have someone accountable for it.

At a glance

Under the header, a dashboard shows how the service is now and how it went over the last 30 days or 90 days (the switch at the right). The numbers include the service's offerings, and only what you may see: cases in your units, and the incidents, problems and changes you may read.

Health: as in How a service is now, and what it is at risk through.
Open cases, with how many are unassigned and past their service-level target.
Open incidents, with the major ones (or the P1 and P2 ones); Open problems, with the known errors; Open changes, with those planned in the next 14 days. Each shows while its plugin is on.
Resolved on time: of the cases whose resolution target was decided in the period (resolved, or still open past it), how many were resolved in time, compared with the period before. Satisfaction: the share of Great answers to the satisfaction survey.

Click a number to open the Work tab with what it counts. Below the numbers:

Panel	Shows
Needs attention	Major and P1–P2 incidents, changes being carried out now or planned in the next 14 days, and known errors.
New and finished	Per day, the new and the resolved cases (or incidents, problems or changes: pick them at the top right).
Service level	How many cases came in and were resolved, the median time to resolve, the resolution targets met and missed, and the satisfaction answers.

The Work tab

Work lists everything on the service and its offerings in one table: cases, incidents, problems and changes, most recently updated first. Each row shows the type, the key and title (and the offering's code when it is on an offering), the status, the priority (a change's risk), who has it (the assignee, commander, owner or implementer) and when it was updated, and opens the record.

Filter	Choices
Search	Words in the titles, or a key like `INC-12`; for cases also the requester's name or email.
Type	Cases, incidents, problems or changes.
Status	Open (the default), Done, or Any status.
Who has it	Me, Nobody or a person.
Updated	Within the last 24 hours, 7, 30 or 90 days.

The tab and its filters stay in the address, so Back from a record returns to the same list.

[!NOTE] It pages through the latest 2,000 records; narrow it with the filters for older ones.

The tabs

Overview: the description, the offerings, what it depends on and what it is needed by directly, The whole chain both ways (see how dependencies work), and the links.
History: every change to the record, newest first: who changed what, from what to what. Nothing in it is ever edited. The record on a date shows the service as it was at a moment you pick: who owned it, who supported it, its units and what it depended on. This is the answer when an auditor asks who was responsible for a service on a given day.
The side panel has the details and the data properties.

Edit changes the record. More actions has Add offering, the lifecycle (Make live, Start retiring, Retire, Bring back) and Delete service.

Importing services

Import on the Services page reads a CSV with the export's columns. An export from another catalogue (or a spreadsheet) can be brought in this way.

Prepare the CSV: Code and Name are needed, and Units for a new service. Owners are given by email; teams, units, service hours and levels by name; several in one cell with “;”.
Check shows, row by row, what would be added or changed and what is wrong, before anything is saved.
Import then saves the rows without problems, through the same checks and history as the forms.
Set accounts, suppliers, audit scopes and the status page on the service afterwards.

[!NOTE] Services already in the catalogue (by code) are changed.