Configuration: Service Levels: Services

Updated

Configuration: Service Levels: Services

Overview

Use this page to create and manage the business services that own Service Level Objectives (SLOs). A service is a named unit, such as Digital Workspace, that groups the SLOs you track for a particular application or workload running in a given environment. Recording services separately lets you track ownership, business criticality, and environment independently of the underlying tests or checks that measure them.

Services sit above everything else in Service Levels configuration: you create a service here first, then attach Objectives, Mappings, and Policies to it on the other Configuration: Service Levels pages. Once a service has Objectives and Mappings, its health rolls up into the Service Levels Dashboard and Health views, and any violations reference the service by name.

On this page you can view every configured service and its Environment, Owner, and Tier at a glance, create a new service, edit an existing service's details, and delete a service you no longer need to track.

Key concepts

  • service - A business service is a named unit, such as an application or workload, that groups the Service Level Objectives you track for it. (related: Configuration: Service Levels: Objectives)
  • SLO - A Service Level Objective is a measurable performance or availability target defined for a service. (related: Configuration: Service Levels: Objectives)
  • criticality tier - A label you assign to a service to indicate how important it is to the business, such as Tier1.
  • sensitivity - A classification, such as Internal, that controls how widely a service's data can be shown outside your organization. (related: Service Levels: Status pages)

When to use it

  • You're onboarding a new application or workload and need a service record to attach SLOs to.
  • You need to update who owns a service or how critical it is to the business.
  • You're auditing which services are missing an Owner or Criticality tier, shown as a dash in the table.
  • You're decommissioning an application and need to remove its service record.
  • You're about to define Objectives, Mappings, or Policies and need to confirm the service exists first.

Before you begin

  • Your account has configuration access to Service Levels; the top bar must show Expert mode, since Basic mode may hide Configuration pages.
  • You know the Owner team and Criticality tier values your organization uses, if you want to record accountability and priority for the service.
  • If the service's SLOs depend on a monitored appliance's local time, confirm that appliance is online so its timezone can seed the Timezone field; otherwise it falls back to UTC.

Common workflows

Create a new service

Persona: Load-test admin onboarding a new application for SLO tracking

  1. Select New service.
    • Expect: A dialog opens with an empty Service name field, plus Environment, Timezone, Owner team, Criticality tier, and Sensitivity fields; Timezone is pre-filled from the appliance's configured zone.
  2. Enter a name in Service name and fill in Environment, Owner team, Criticality tier, and Sensitivity as needed.
    • Expect: The dialog accepts your entries; Service name is the only field that must contain a value before you can save.
  3. Select Save.
    • Expect: The dialog closes and the new service appears as a row in the table with the Environment, Owner, and Tier you entered.

Verify: The service you just created is listed in the table under its Service name, with Owner and Tier showing the values you set instead of a dash.

Update a service's owner and tier

Persona: Admin reassigning accountability for an existing service

  1. Select the pencil Edit service icon in the ACTIONS column for the row you want to update.
    • Expect: The dialog opens pre-filled with that service's current Service name, Environment, Timezone, Owner team, Criticality tier, and Sensitivity.
  2. Update the Owner team and Criticality tier fields.
    • Expect: The dialog shows your new text in place of the previous values.
  3. Select Save.
    • Expect: The dialog closes and the OWNER and TIER columns for that row update to show the new values.

Verify: The row for the edited service now shows the new Owner team and Criticality tier instead of a dash or the previous text.

Delete a service you no longer track

Persona: Admin decommissioning an application

  1. Select the trash Delete service icon in the ACTIONS column for the row you want to remove.
    • Expect: A confirmation prompt appears reading Delete service 'SERVICE_NAME'? This cannot be undone.
  2. Confirm the deletion.
    • Expect: The prompt closes and the service's row no longer appears in the table.

Verify: The deleted service's row is gone from the table; since deletion has no undo, recreate it with New service if you removed it by mistake.

Steps

Step 1

Open the Services page under Configuration: Service Levels.

Expected result: The table loads showing the business services already configured, each with its Environment, Owner, and Tier; a service with no owner or tier recorded shows a dash in those columns.

This is where you confirm which services already exist before creating a new one or attaching Objectives, Mappings, and Policies to one.

  • The SERVICE, ENVIRONMENT, OWNER, and TIER columns summarize each service; a dash means that field isn't set.
  • New service and Refresh sit above the table for creating a service or reloading the list.
  • Each row's pencil and trash icons under ACTIONS open edit and delete for that service. Configuration: Service Levels: Services - step 1

Field reference

Field Purpose Format / Validation Required Default
Service name Identifies the service everywhere it's referenced in Service Levels, including Objectives, Mappings, and violation records. free text Yes -
Environment Labels which deployment environment this record represents, so you can keep Prod and non-Prod results under separate service entries instead of merging them. free text No -
Timezone Sets the local time used for this service's time-based calculations; leave the pre-filled value if the service follows the monitored appliance's local time, or set it manually if the service represents users in a different zone. timezone selection No the appliance's configured zone, or UTC if that hasn't resolved yet
Owner team Records who is accountable for the service, so you can tell at a glance who to contact when an SLO is breached. free text No -
Criticality tier Marks how important the service is to the business; use a higher-priority tier for services whose SLO breaches should get faster attention. free text No -
Sensitivity Classifies how widely this service's data can be exposed; set it to a more restrictive value for services whose data shouldn't appear outside your organization, such as on a public status page. free text classification No -

Controls reference

Refresh

Reloads the services table from the server.

When to use: Use it after another admin may have added or changed a service, or after you've made a change and want to confirm it's reflected here.

Side effects: Read-only: reloads the list, makes no changes to data.

New service

Opens a dialog to create a new business service.

When to use: Use it when you need to start tracking SLOs for an application or workload that doesn't have a service record yet.

Side effects: Mutating: creates a new service record once you fill in Service name and select Save.

Edit service

Opens the same dialog as New service, pre-filled with the selected row's values.

When to use: Use it to correct or update a service's Environment, Owner team, Criticality tier, Sensitivity, or Timezone.

Side effects: Mutating: overwrites the service's stored values once you select Save.

Delete service

Opens a confirmation prompt reading Delete service 'SERVICE_NAME'? This cannot be undone.

When to use: Use it to remove a service you no longer need to track, for example after decommissioning an application.

Side effects: Mutating and irreversible: confirming the prompt permanently deletes the service record and removes its row from the table.

Save

Commits the values in the New service or Edit service dialog.

When to use: Use it once you've entered or updated the fields you need.

Side effects: Mutating: writes the service record, create or update, and closes the dialog.

Cancel

Closes the New service or Edit service dialog without saving.

When to use: Use it if you opened the dialog by mistake or decide not to keep your changes.

Side effects: Read-only: discards any typed values, no data is changed.

Verify the result

When you've successfully created or updated a service, its row in the table shows the Service name, Environment, Owner, and Tier you entered, with a dash only in fields you left blank. A newly created service appears in the table as soon as the New service dialog closes after Save; an edited service's row updates in place. If a service you just saved doesn't show the values you expect, select Refresh to reload the table before assuming the save failed. A deleted service's row disappears immediately and cannot be recovered, since deletion has no undo.

Troubleshooting

  • Symptom: Owner or Tier shows a dash for a service. Fix: Select the pencil Edit service icon for that row and fill in the Owner team or Criticality tier field, then select Save.
  • Symptom: Selecting Save in the New service or Edit service dialog doesn't close it. Fix: Check that Service name has a value; it's the only required field, and the dialog won't save without it.
  • Symptom: A service you just created doesn't appear in the table. Fix: Select Refresh to reload the list; if it's still missing, confirm your account has configuration access to Service Levels and try New service again.
  • Symptom: Timezone on a new service defaults to UTC instead of the appliance's zone. Fix: This happens when the appliance agent hadn't responded yet when you opened New service; close and reopen the dialog once the appliance is online, or set Timezone manually.
  • Symptom: You deleted a service by mistake. Fix: There's no undo for Delete service; recreate it with New service and re-enter its Environment, Owner team, and Criticality tier.
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