Manage IT Services

As an IT Service Manager, use this article to manage your services in cappm.
ccppmop153
As an IT Service Manager, use this article to manage your services in 
Clarity PPM
.
View a List of Services
You can view a list of your IT services and open the ones you want to explore.
Follow these steps:
  1. Open Home, and from IT Service Management, click Services.
    The list page appears.
  2. You can filter, sort, and reconfigure the services list page. The services that display in the list are sorted in ascending order by the service name. You can also save and use filters, build and use power filters, delete filters, and sort lists.
  3. To open a service and view details or make edits, click a service by name.
Create or Edit a Service
Use this procedure to create or edit a service.
Administrators and developers can also import a service from another system of record using the XML Open Gateway (XOG).
Follow these steps:
  1. Open Home, and from IT Service Management, click Services.
  2. Click New and complete the fields in the General section:
    • Main Application
      Defines the main parent application associated with the new child service.
    • Manager
      Defines the manager of the service. By default, the manager is the user who creates the service.
    • Start Date and Finish Date
      Defines when the service starts and ends. If you do not specify a start date and finish date, the software cannot calculate the allocations on the Team page.
    • Set Planned Cost Dates
      Specifies if the planned cost dates are synchronized with the service dates. Selecting the option for a detailed financial plan, does not affect the planned cost dates.
      Default:
       Selected
    • Goal
      Defines the goal for the service that aligns it with your corporate strategy. Examples include Infrastructure Improvement (OPEX) or New Business Development (CAPEX). Your organization defines the values and your administrator sets them.
    • Alignment
      Indicates how the service aligns with the organization business goal. The higher the value, the stronger the alignment. The metric is used in portfolio analysis for comparable business alignment criteria. 
      When you click Save, the numeric value you enter appears as one of the following status symbols:
      • Red: Scores from 0 to 33 are not aligned.
      • Yellow: Scores from 34 to 67 are somewhere in the middle.
      • Green: Scores from 68 to 100 are aligned.
    • Status
      Indicates the status of the service in the service management lifecycle.
      Values:
       Approved, Rejected, Unapproved
      Default
      : Unapproved
    • Status Indicator
      Displays a graphical representation of the status. For example, if the status is 
      Approved
      , you can visually represent the status as a green stoplight.
      Values
      : Red, Yellow, and Green. When saved, the selection displays as a stoplight symbol.
    • Stage
      Defines the stage in the investment lifecycle. The list of choices is company-specific and depends on the values that your administrator sets.
      The metric is used in portfolio analysis when you use comparable stage criteria across all portfolio investments.
    • Priority
      Indicates the relative importance to the organization business goal. The metric is used in portfolio analysis when you use comparable priority criteria across all portfolio investments.
      Limit
      : zero (low) to 36 (high). 
      Default
      : 10
    • Risk
      Indicates the numeric score for risk. Lower the value, lower is the risk. The metric is used in portfolio analysis when you use comparable risk criteria across all portfolio investments. Enter a numeric value. When saved, one of the following stoplight symbols is displayed.
      • Green. Score from 0 to 33 indicates low risk.
      • Yellow. Score from 34 to 67.
      • Red. Score from 68 to 100 indicates high risk.
    • Required
      To indicate that the investment meets a business requirement, select this check box. This attribute is used to track investments in portfolios, portlets, or graphs.
  3. In the Organizational Breakdown Structure section, associate an OBS with the service for security, organizational, or reporting purposes. When editing properties, if a department is selected on the financial properties page, the field can be auto-populated. The OBS named Department is used to associate the service with a department. If multiple OBS units of the same name exist, the department is listed last.
  4. Save the changes.
  5. To hide a service (set to inactive), open it and clear the Active check box.
  6. To delete a service, select the check box next to the service and click 
    Mark for Deletion
    .
     
Schedule a Service
Use this procedure to set the schedule, enable time entry, and define a charge code for a service.
Follow these steps:
  1. Open Home, and from IT Service Management, click Services.
  2. Open a service.
  3. Open the Properties menu, and from Properties, click Schedule.
  4. Complete the fields in the Schedule section:
    • Start Date and Finish Date
      Defines when the service starts and finishes. If you do not specify a start date and finish date, the software cannot calculate the allocations on the Team page.
    • Set Planned Cost Dates
      Indicates if planned cost dates are synchronized with the service start and finish dates. Select the check box to synchronize.
  5. Complete the fields in the Tracking section:
    • Time Entry
      Indicates if staff members can enter time on their timesheets for the work that they perform for the service. Select the check box to enable the service for time entry. To report their time, each staff member must also be enabled for time entry.
    • Track Mode
      Indicates the tracking method used to enter time for the service.
         
PPM 
(Default): Staff members enter time against their assigned tasks using timesheets.
None
: Non-labor resources, such as expenses, materials, and equipment track actuals through transaction vouchers, or through a scheduler, such as Open Workbench or Microsoft Project.
 
Other
: Indicates that actuals are imported from a third-party program.
    • Charge Code
      Defines the charge code associated with the service. Charge codes help process financial transaction and in financial planning, to track the actuals.
      If you enter a different charge code at the task level on timesheets, the task level charge codes override them.
5. Save your changes.
Define a Budget for a Service
Use a simple budget to define the planned cost, benefit, net present value (NPV), return on investment (ROI), and breakeven information for the service. A detailed financial plan lets you budget costs over multiple periods. When you set the start and end date for a budget, funding flows constantly and evenly over the period.
Data from any detailed plans override the simple budget, and the fields on the page become read-only.
Finance managers set up defaults that define how financial plans can be created and the financial time periods used. The investment managers create multiple financial cost plans as estimates for a budget. They can submit the most appropriate cost plan for approval as a budget. Finance managers approve the submitted cost plans.
Follow these steps:
  1. Open a service.
  2. Open the Properties menu, and click Budget.
  3. Complete the fields in the financial planning section:
    • Currency
      Specifies the currency for calculating the budget and forecast values.
    • Budget equals Planned Values
      Specifies if the budget values in the budget properties of an investment match the planned values. If a detailed budget plan exists for the investment, all the field values in the Budget section are display-only. The fields reflect the values in the detailed budget plan. When the check box is cleared, you can edit the budget fields.
      Default:
       Selected
    • Calculate Financial Metrics
      Specifies if financial metrics for the investment are calculated automatically. If unselected, you can define the financial metrics manually.
      Default:
       Selected
  4. Complete the fields in the financial metrics options section:
    • System Rate
      Displays the system rate for calculating the total cost of capital.
    • Investment Rate
      Displays the investment rate for calculating the total cost of capital.
    • Initial Investment
      Defines the initial investment on the service.
    • Use System Reinvestment Rate
      Select the field to calculate the total cost of capital at the system reinvestment rate.
    • System Rate
      Displays the system rate for calculating the total cost of capital.
    • Investment Rate
      Displays the investment rate for calculating the total cost of capital.
  5. Complete the fields in the planned section:
    • Planned Cost
      Defines the total planned cost for the investment. The value is distributed between the Planned Cost Start and the Planned Cost Finish dates.
    • Planned Cost Start
      Defines the scheduled start date for the investment budget.
    • Planned Cost Finish
      Defines the scheduled finish date for the investment budget.
    • Planned Benefit
      Defines the anticipated financial benefit for the investment. The value is distributed between the planned benefit start and finish dates.
    • Planned Benefit Start
      Defines the scheduled start date for the investment benefit.
    • Planned Benefit Finish
      Defines the scheduled finish date for the investment benefit.
    • Planned NPV
      Displays the planned net present value (NPV), which is calculated based on the following formula: 
      Planned NPV = Planned Benefit - Planned Cost
      You can make the Planned NPV, Planned ROI, and Planned Breakeven fields available for data entry. To make these fields available, clear the Calculate NPV Data field.
      Default:
       Locked
    • Planned ROI
      The value in the field is calculated based on the following formula: 
      Planned ROI = Planned NPV / Planned Cost
      Default:
       Locked
    • Planned Breakeven
      Displays the date and amount to indicate the period and value at which the program becomes profitable.
      Default:
       Locked
    • Planned IRR
      Displays the planned internal rate of return for the investment.
    • Planned MIRR
      Displays the planned modified internal rate of return (MIRR) for the investment.
    • Planned Payback Period
      Displays the date of the investment planned payback period.
  6. Complete the fields in the Budget section:
    • Budget Cost
      Displays the total budgeted cost for the investment
    • Budget Cost Start
      Displays the budgeted cost start date of an investment.
    • Budget Cost Finish
      Displays the budgeted cost finish date of an investment.
    • Budget Benefit
      Displays the budgeted benefit for an investment.
    • Budget Benefit Start
      Displays the budgeted benefit start date of an investment.
    • Budget Benefit Finish
      Displays the budgeted benefit finish date of an investment.
    • Budget NPV
      Displays the budgeted NPV (Net Present Value) of this investment.
    • Budget ROI
      Displays the budgeted ROI (Return on Investment) of this investment.
    • Budget Breakeven
      Displays the date when the investment budgeted cost equals the budgeted benefit.
    • Budget IRR
      Displays the budgeted internal rate of return for the investment.
    • Budget MIRR
      Displays the budgeted modified internal rate of return for this investment.
    • Budget Payback Period
      Displays the date of the investment budgeted payback period.
  7. Save your changes.
Enable Financial Transactions for a Service
You can enable the service for financial processing. Identify the location, department, and other attributes that are used when processing financial transactions. You can also define transaction rates for the following entities for each service:
  • labor
  • material
  • equipment
  • expense
Verify that the following items exist before enabling a service for financial transactions:
  • Entity, WIP, and investment classes and locations.
  • Rate and cost matrices.
  • A department.
Follow these steps:
  1. Open the service.
  2. Open the Properties menu, and click Settings.
  3. Complete the fields in the Financial section:
    • WIP Class
      Defines the work-in-process class used to match the investment with rate and cost matrices. The WIP class can also be used for reporting purposes.
    • Investment Class
      Defines the investment class used to match the investment with rate and cost matrices. The investment class can also be used for reporting purposes.
    • Department
      Defines the department used during transaction processing of chargebacks to charge or credit departments for costs. The department can also be used to match the investment with rate and cost matrices.
       
      If a department is selected on the general properties page, this field is auto-populated. Required for chargebacks.
    • Location
      Defines the location that is used to match the investment with debit and credit rules for transaction processing of chargebacks. If system or entity defaults indicate that the source location is taken from the investment, use location to match the investment with rate and cost matrices.
  4. In the
    Transaction Matrix
    sections for
    Labor
    ,
    Material
    ,
    Equipment
    , and
    Expense
    , enter the following for each transaction type:
    • Rate Source
      Defines the rate used during transaction processing to charge for the cost of labor, materials, equipment, or expenses associated with the service.
    • Cost Source
      Defines the cost of the labor, materials, equipment, or expenses associated with the service.
    • Exchange Rate Type
      If multicurrency is enabled, the exchange rate type indicates how rates and costs are converted.
  5. Save your changes.
Manage Incidents for a Service
Use incidents to track the IT demand from users and the work performed by IT analysts on your services. Incidents can include problems, issues, defects, and other requests.
Follow these steps:
  1. Open a service.
  2. Open the Properties menu and click Incident Categories.
  3. Select the incident categories to associate with the service, and click Add. Incident categories group incidents to capture and assess the cost incurred and to view resource utilization.
    Your administrator sets up and maintains the incident categories. Administrators can also associate any service collectively to an incident category.
  4. Click Save and Return.
  5. To view a list of incidents, open the Properties menu, and click Incidents.
  6. To create a new incident, click New.
  7. To reassign an incident click Reassign.
  8. To convert an incident into a task or project, click Convert.
Define Dependencies for a Service
Dependency relationships exist between services in your portfolio. Dependencies can occur between the start and completion of conflicting tasks, or from budget overruns. You can define investments that depend on your service, and can indicate when your service depends on another investment.
Follow these steps:
  1. Open a service.
  2. Open the Properties menu, and click Dependencies.
  3. Select a mode to add the following:
    • Investments that depend on this one. Displays other investments that are dependent on your investment.
    • Investments this one depends on. Displays other investments that your investment is dependent on.
  4. Click Add to add more dependencies to your investment.
    The select investments page appears.
  5. Enter the Name and select the investment type in the Type field, or, click Show All.
  6. In the Investment Filter section, select the investment names check box, and click Add.
  7. Save your changes.
Create and Update Baselines to Measure Progress
Often used with projects, baselines are also available to capture snapshots of total planned effort and estimated costs for a service. A baseline is static. The changes that you make to a service after you create a baseline do not automatically appear in the current baseline. However, you can update a baseline to include new information.
Incident actuals represent unplanned work and are not part of the total effort for baselines.
Create an initial baseline before you enter any resource time. Create more baselines at intervals including mid-way through the service, when different phases are complete, and when the service is complete. The initial baseline lets you compare estimates to actuals when the service is underway.
Follow these steps:
  1. Open a service.
  2. Open the Properties menu, and click Baseline.
    The baselines page appears.
  3. To edit a service baseline, click the name of a baseline revision on the page.
  4. To create a baseline, click New.
    The properties page appears.
  5. Complete the following fields:
    • Revision Name
      Defines the name of the baseline revision.
      Example:
      Initial Baseline, Mid-Term Baseline, or Final Baseline.
      Required:
       Yes
    • Revision ID
      Defines the unique identifier for the baseline revision.
      Example:
      The baseline version number, such as v1 or v5.
      Required:
       Yes
    • Description
      Defines the description for the baseline revision.
      Required:
       No
    • Current Revision
      Defines a baseline revision as the current baseline. The field is display only if a baseline revision exists. By default, the baseline you create last becomes the current project baseline. If you have defined only one baseline, that becomes the current baseline.
      Default:
       Selected
  6. Save the changes.
  7. View the following work effort and cost information for a baseline. The information is taken from the columns on the baseline revisions page of service properties:
    • Usage
      . The total effort (actuals plus remaining ETC) at the time the baseline was taken. The actuals are posted against the assignments of the service.
    • BCWP
      . Budgeted cost of work performed at the time the baseline is taken. The cost is the BAC value times the summary level percent complete.
  8. (Optional) Use baselines to perform an Earned Value Analysis (EVA) on service performance. An EVA shows how much you have spent on your service and the completed work to date.
    Define rates for the service staff and run the Rate Matrix Extraction job before baselining to get cost baseline values. Complete the percent values on summary tasks before baselining to get BCWP baseline values.
  9. To update a baseline, open the Properties menu, and click Baseline.
    The service baseline page appears.
  10. Select the check box next to the baseline.
  11. Click Update Baseline.
    The confirmation page appears.
  12. Click Yes. 
    The most recently created baseline becomes the service current baseline by default. If you delete the current revision baseline and more than one baseline exists, then the most recent baseline becomes the current revision.
    When an investment has one baseline, that baseline is marked as the Current baseline. The baseline displays in the list with a yellow checkmark in the Current column. Open a baseline to make it the current baseline, select the Current Revision field, and save the baseline revision.
Manage Subscriptions and Department Chargebacks
A subscription is a request by a department to receive a service. Subscribing departments become consumers of the service. The department managing the service becomes the service provider. As a service provider, use subscriptions to manage relationships with subscribing departments. The subscriptions include costs charged to the subscribing department for services delivered.
You can view a list of all departments that have subscribed to a service, and add or remove departments from the subscription list. Department managers can also subscribe their departments to services. For more information on chargebacks, see 
Financial Management
.
Follow these steps:
  1. Open a service.
  2. Open the Properties menu, and click Subscriptions.
  3. Browse or filter subscriptions. Monitor the following information:
    • Customer Department
      Displays the department that has subscribed to the service.
    • Incidents
      Displays the number of incidents that the subscribing department has logged against the service.
    • Charges
      Displays the aggregate charges that the subscribing department has currently approved for the delivered service.
    • SLA Violations
      Defines the number of service level violations that the subscribing department had logged against the service.
  4. To subscribe a department:
    1. Click
      Add
      .
      The add subscriber departments page appears.
    2. Browse or filter departments to add to the subscription list, and click
      Add
      .
    3. Click
      Return
      .
      To charge a department for the delivered service, update the chargeback debit rule by adding GL allocations for the newly subscribed department. Work with your IT finance manager and the subscribing department manager to determine when to start charging back for services.
  5. To remove a subscription:
    1. Select the check box next to each customer department to cancel the subscription, and click
      Remove
      .
      The confirmation page appears.
    2. Click
      Yes
      .
      When you cancel a subscription, be sure to update the chargeback debit rule, and remove the GL allocation for the department. Otherwise, the department continues to be charged for services.
Evaluate Capacity Planning Scenarios for a Service
Scenarios allow you to apply a systematic methodology to optimize a service. Apply scenarios to the service to analyze how staffing changes or shifts in dates affect the outcome of your investment.
Follow these steps:
  1. Open a service.
  2. In the scenario toolbar below the page toolbar, select a capacity planning scenario. 
    The scenario is set as the current scenario.
  3. Evaluate the service by switching between a scenario and the plan of record.
  4. (Optional) To create a capacity planning scenario, click Create in the scenario toolbar.