Service Link Types
You can define service link types that Analysts can use when linking a service to an agreement or location from the Linked Service Items explorer option of the Agreement Details window, or the location detail window.
Linking services to locations and agreements in a service management system is crucial for several reasons. It enables organizations to:
Streamline Operations: By establishing clear connections between services and their respective agreements or locations, organizations can ensure that services are delivered efficiently and according to the defined parameters.
Enhance Accountability: Linking services helps in tracking which services are covered under specific agreements and ensures that all parties are clear about their responsibilities.
Improve Service Quality: It allows for better management of resources and quicker response times, leading to higher customer satisfaction.
Facilitate Reporting and Compliance: Easy tracking of services linked to specific locations and agreements aids in compliance with SLAs and regulatory requirements.
Benefits
Increased Transparency: Stakeholders have a clear view of the service landscape and its dependencies.
Optimized Resource Allocation: Helps in strategically deploying resources where they are needed the most.
Better Risk Management: Identifies and mitigates risks associated with service delivery and agreement compliance.
Best Practices
Consistent Documentation: Maintain thorough and up-to-date records of all linkages.
Regular Reviews: Periodically review and update the links to reflect current operations and agreements.
Stakeholder Involvement: Engage all relevant parties in the linkage process to ensure their needs and expectations are met.
When to Link
Linking should not be indiscriminate. It is most beneficial when:
The service directly impacts or is impacted by an agreement or location.
There is a need for clear accountability and tracking of service delivery performance.
Compliance with regulations or agreements requires explicit linkage.
Typical Link Types
Service-to-Agreement Links: Defines the scope of services covered under specific contracts or agreements.
Service-to-Location Links: Identifies where services are delivered or where the service delivery infrastructure is situated.
Linking services to locations and agreements is an integral part of service management that brings about operational efficiency and clarity. However, it should be done thoughtfully, keeping in mind the specific needs of the organization and in alignment with overarching service management goals.
Creating a Service Link Type
Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed.
In the Explorer pane expand CMDB.
Select Service Link Types to open the window. Existing service link types are displayed in alphabetical order.
In the CMDB Type, select either Location or Agreement from the drop-down list, depending on the link type you wish to create.
Select the New icon. A row is added to the browse table.
Type the name of the link type.
This link type will only apply to the CMDB type currently selected (Agreement or Location).
Save the changes.
Provide the Change Reasons if prompted to do so.
Once you select to save the browse table, the browse table displays the entries in alphabetical order.
Renaming a Service Link Type
Before you start
Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed.
In the Explorer pane expand CMDB.
Select Service Link Types to open the window. Existing service link types are displayed in alphabetical order.
In the CMDB Type, select either Location or Agreement from the drop-down list, depending on where the link type you wish to rename is held.
Select the link type you want to rename in the browse table.
Overwrite with the new name you want to assign to the selected Service Link Type.
Save the changes.
Provide the Change Reasons if prompted to do so.
Once you select to save the browse table, the browse table displays the entries in alphabetical order.
Deleting a Service Link Type
Before you start
You cannot reverse this procedure. If you delete a link type by mistake, you have to re-create the entry by creating a new link type.
Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed.
In the Explorer pane expand CMDB.
Select Service Link Types to open the window. Existing service link types are displayed in alphabetical order.
At CMDB Type, select either Location or Agreement, depending on where the link type you wish to delete is held.
Select the link type you want to delete in the browse table.
Select the delete icon. If you attempt to delete the system default, you will receive a warning message.
Save the changes.
Provide the Change Reasons if prompted to do so.
Once you select to save the browse table, the browse table displays the entries in alphabetical order.
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