Manage service catalog
Creatio implements the "Service catalog management" ITSM process in the Services section. This section is designed to manage the list of services you provide. Here, you can set the parameters of services, assign employees to process the related cases, as well as view the history of services provided.
Add services
To add a new service in Creatio:
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Open the Services section.
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Click New.
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Fill out the service page:
Name
Service name.
Status
Current service status. For example, "Active" or "Under testing."
Category
The service category, for example, "Hardware" or "Internal support."
Case category
The category that will be assigned to the cases based on this service: "Incident" or "Service request." When you create a new case and fill out the Service field, Creatio specifies the selected category in the Category field of the case page.
Owner
The employee responsible for the quality of the provided service.
Response time
The time unit used to measure the case response time, e.g., "Working days," "Calendar days," and its value for this service.
Resolution time unit
The time unit used to measure the case resolution time, e.g., "Working days," "Calendar days," and its value for this service.
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Go to the Responsible service team expanded list → New → fill out information about the service team and support line that provides support within the service. This list contains information about the employees or employee groups responsible for resolving cases related to a service, e. g., "Contact center agents," "System administrators" or "2nd line of support."
Member/team
Employees or employee groups that can resolve the service-related case. The field lookup contains the list of administration objects: system users and user groups.
Support line
Support line whose employee is assigned to provide service-related support.
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Add attachments related to the service to the Attachments tab.
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Click Save.
As a result, the new service record that has the specified parameters will appear in the list of the Services section.
After you add a service to a service agreement, the Related service agreements expanded list will display the list of service contracts from the Service agreements section that include the service. To connect a service to a service contract, fill out the Available services in contract expanded list of the service agreement page. The information on this expanded list is read-only.