Looking Up Records
Now that you understand how to use the Inbox and Service Desk consoles, it is time to move on to the third console. This one is called the Records console. You can use it to look up different types of records. When you click on the Records console icon (the third toolbar icon from the left), you will see a list of record types, from which one type can be selected.
See if you can find Tom’s Team record (i.e. Application Development) in the Records console. Tom should still be selected as its coordinator.
Next, look up the Expense Reporting service.
Question:
Which customers have an SLA for the Expense Reporting service?
You can find the SLAs for the Expense Reporting service in its Relations section. There is an Expense Reporting SLA for the following customers:
- Widget Data Center
- Widget Europe, Information Technology
- Widget North America, Information Technology
There is also an SLA for the members of the skill pool Expense Reporting SMEs (these are the subject matter experts in the Expense Reporting application).
Continue
A service instance is an environment that makes the functionality of a service available. Several of such environments may exist that deliver essentially the same functionality, but for different purposes and/or to different users. Two service instances may, for example, have been set up for the Email service. One of these instances may be used by the organization’s employees in North America, while the other is used by its employees in Europe. By linking a service instance, rather than a service, to an incident, 4me is able to accurately calculate the actual level of service that was provided to each customer. For example, when an incident affects the Email service instance in Europe, it is important that this incident is not included in the service level management reports for the North American customers of the Email service. Service instances are also used to differentiate between the production environment of a service and its development and test environments. This allows incidents affecting the development and test environments to be excluded from the service level management reports that are prepared for customers that only use the production environment. A service instance can be made up of several configuration items (e.g. an application and web server software), and several child service instances (e.g. a Unix service instance and a database service instance). In turn, a child service instance can also consist of several configuration items (e.g. a Unix server and a Unix operating system), and several child service instances (e.g. a storage service instance and a rack space service instance).
Questions:
Which service instances have been registered for the Expense Reporting service?
- Expense Reporting Development & Test
- Expense Reporting Production
For which of these service instances should service level targets (e.g. availability, reliability, resolutions within target, etc.) be monitored?
Only for the Expense Reporting Production service instance. This is the only instance of the Expense Reporting service that has active SLAs.
The following video provides an overview of the exercise: