IT Services Website Editing - Creating a New Service Page
This article explains how to create a new service web page within the main IT Services Website.
- Click Add content from the shortcut bar.
- To create a new page in the service catalog, click Service. For specifics on creating a new basic page with static content, such as a group page, that contains text and images only, please see IT Services Website Editing - Creating a New Page.
- The Create Service form appears. Enter some basic information about the service:
- Name: Complete name of the service, including common aliases (if applicable).
- Type: "Service" is a primary service offered by ITS. "Service Item" refers to an application or independent aspect of a Service. For example, "Email and Calendaring" is a Service; "xMail" and "Mailing Lists" are Service Items. The distinction matters most when the Service Items have different eligibility or request requirements from the parent Service.
- Category: designate service catalog category
- Enter contact information for key service roles.
- Service Owner: Who in IT Services owns this service? (This is not displayed to the customer.) A single individual with overall understanding of both the high-level technology and business functions of the service. The Service Owner is accountable for the overall direction of the service, including its sustainability for meeting business objectives, ongoing development, and transformation
- Service Manager: Who in IT Services manages day-to-day operations for this service? (This is not displayed to the customer.) A single individual who is responsible for day-to-day operational delivery of a defined Service in accordance with business requirements.
- Business Owner: Who is the primary owner/sponsor of this service outside IT Services (if applicable)? A title rather than a name is acceptable. (This is not displayed to the customer.) A single individual with overall understanding of the business objectives and functional processes which are enabled or fulfilled by the Service. The Business Owner often has strategic and/or operational authority over the business processes in question.
- Provide a service description: overview of what the service provides for the customer (including key features and benefits). Use complete sentences within one or two short paragraphs. Avoid the use of acronyms.
- Explain how the customer can request the service.
- List the preferred contact method first. Simply providing a link or email address is not descriptive enough.
- Order Link: Entering a URL in this field places a link-enabled Order This Service banner
()in the right-hand column on the page.
- Costs/Charges: How much the customer pays to obtain and use this service. Include both one-time (also check the Charge applies box) and recurring fees. If there is a complicated model, insert a link to a web page with pricing details. If there is no charge for this service, use the standard “no charge” language.
- Eligibility: check who is eligible to request or use this service. List the audiences who are eligible to use this service and any special requirements (if applicable).
How Eligibility is Determined: describe who determines eligibility for the service, and by what process it is done. Include information about appeal processes, listing applicable governance groups. (This information is not displayed to the customer.)
- Support information: how users request support/help for this service. Use the standard ITS contact information when
- Availability: indicate guaranteed hours of availability for this service, using standard language when possible. Link off to the central IT maintenance calendar rather than including it in the description.
How Availability is Measured: describe how the availability for this service is monitored and measured, if applicable. (This information is not displayed to the customer.)
- Service Criticality: select from drop-down choices how critial the service is to day-to-day business operations.
- Essential (Life/Safety, core infrastructure)
- Critical (Core business, University Branding)
- Sensitive (Key high-profile systems)
- SLA (Service Level Agreement) If there is a special SLA for this service, include this information (or a link to the formal SLA document). (This is not displayed to the customer.)
- Parent Service/Related Services/Related Links
- Parent Service: begin typing the name of an existing service as it appears in the catalog when creating a new service item. If no Parent Service is selected, the Service Item will not be displayed in the Service Catalog.
- Related Services: begin typing the name of a similar existing service as it appears in the catalog.
These will appear in the right-hand column on the page, below Related Links.
- Related Links: list links to web pages located outside of the service catalog, such as KB (knowledgebase) articles.
To include multiple related links, click the Add another item button. Click and drag the double-ended cross icon to reorder related links.
To include multiple related services, click the Add another item button. Click and drag the double-ended cross icon to reorder related service items.
- Weight/Access Group: not applicable; leave fields as-is
- Click Save. Note: if you choose Preview before saving, your changes will be lost.
- Follow IT Services Website Editing - Submitting Documents for Publication
- Note: all service page modifications are approved by the Service Catalog Manager prior to being released for publication.