Concepts and Processes → Process Apps Overview → Service Management Process Apps → Configuration Management System → Configuration Management Overview → 1. Configuration Identification → Creating a Service as a CI
A service CI is a the highest level of CI and is visible throughout the CI hierarchy down to the individual request. It can be used to capture and report details about services being offered; report on the content of the Service Request Catalog in Serena Request Center; and review volume, usage, and compliance information about Service Level Agreements (SLAs) that are associated with the services.
|ITIL Certification Field||Comparable CI Field|
|Service status||Status, State|
|Service classification and criticality||Type, Category, Sub-Category, Sub-Category Type|
To create or update a service CI, select a service type in the Type field. Two service types are provided by default: IT Service and Business Service. "Network Management" and "Access and Permissions" are examples of IT services; "Payroll" and "Finance" are examples of business services.
After an administrator associates a service CI with a service request in Request Center, requests submitted into that service request from Request Center are automatically associated with that service CI and are displayed in the Service Affected field on state forms. The association can be changed when a request is updated.
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