Service Good to Know

  • Search for one or more Services that meet a specific criteria by running a Quick Search or Search Group.
  • The Service categorization has a three-tiered organization (Service, category, and subcategory) that determines the type of support required (Incident or Request), which Specifics form to display to capture the appropriate details, and which Priority Matrix to use.
  • CSM provides several OOTB categories and subcategories to use as part of the Service categorization. Use these categories and subcategories as-s, edit them, or create your own using their respective forms in the Arrangement area of the Service Form.
  • CSM implements several OOTB Actions/One-Step Actions to make Service management more efficient. For more information about Actions and One-Step Actions, refer to the Actions/One-Step Actions documentation.