Configuration: Service Levels: Services

Updated

Configuration: Service Levels: Services

Overview

Use this page to create and manage the business services that own your service level objectives (SLOs). A service represents a logical application or system, for example a specific product or workflow, that you track reliability for; each service can carry an environment tag, an owner team, a criticality tier, and a sensitivity classification so you know what it is, who's responsible for it, and how urgently it needs attention when something breaks.

Services sit at the base of the Service Levels configuration chain. You register a service here before you can scope a service level objective to it, link it to the systems or tests it monitors, or apply a violation policy to it. Once configured, a service's name is what you select everywhere else in Service Levels, from objectives and mappings to the dashboards and reports that roll up status by service.

On this page, you can view every registered service in a single table that lists its name, environment, owner, and criticality tier. You can open a service to edit its name, environment, timezone, owner team, criticality tier, or sensitivity, register a new service, or remove one that's no longer tracked.

Key concepts

  • Business service - A logical application or system, such as a product or workflow, that you track reliability for and that owns one or more SLOs. (related: Configuration: Service Levels: Objectives)
  • Service level objective (SLO) - A measurable reliability target, such as a latency or error-rate threshold, that is scoped to a specific business service. (related: Configuration: Service Levels: Objectives)
  • Criticality tier - A label you assign to a service indicating how business-critical it is, for example Tier1, so you can tell at a glance which services need the fastest response when something goes wrong.
  • Sensitivity - A classification you assign to a service, for example Internal, describing how broadly its data and results can be shared.

When to use it

  • When onboarding a new application or workflow into Service Levels and it needs to be registered as a service before an SLO can be scoped to it.
  • When a service's environment, owner team, or criticality tier has changed and the record needs to be corrected.
  • When auditing which services are missing an owner team or criticality tier.
  • When a service has been decommissioned and no longer needs SLO tracking.
  • When you need the exact service name to select it elsewhere in Service Levels, such as when building an objective or a mapping.

Before you begin

  • Confirm you have configuration permissions for Service Levels, set on Operations: Permissions.
  • Decide the environment value, for example Prod or Staging, you'll record for the service.
  • Have the owner team name and a criticality tier ready if you want ownership and priority tracked on the service.

Common workflows

Register a new business service

Persona: Service Levels admin

  1. Select New service on the Services page.
    • Expect: An empty service panel opens with fields for Service name, Environment, Timezone, Owner team, Criticality tier, and Sensitivity.
  2. Enter a name in Service name, then fill in Environment, Owner team, and Criticality tier as needed.
    • Expect: The fields hold the values you typed.
  3. Select Save.
    • Expect: The panel closes and the new service appears as a row in the Services table.

Verify: The new service's name appears in the Service column, with Environment, Owner, and Tier showing the values you entered, or a dash where left blank.

Update a service's owner and criticality tier

Persona: Service Levels admin

  1. Select the pencil Edit service icon on the row you want to change, for example the Digital Workspace row.
    • Expect: The service panel opens pre-filled with that service's current values.
  2. Update Owner team and Criticality tier to the correct values.
    • Expect: The fields reflect the new values you typed.
  3. Select Save.
    • Expect: The panel closes and the row's Owner and Tier columns update to match.

Verify: The Owner and Tier columns for that service no longer show a dash and instead display the values you just saved.

Steps

Step 1

Open Services under Configuration: Service Levels.

Expected result: The Services table loads showing every registered business service with its Environment, Owner, and Tier; in this environment only Digital Workspace is listed, with Owner and Tier both showing a dash because those fields weren't set.

This gives you the starting inventory of services before you register a new one or edit an existing one.

  • The Service, Environment, Owner, and Tier columns summarize each registered service.
  • The Actions column holds the row's Edit (pencil) and Delete (trash) icon controls.
  • A dash in Owner or Tier means that field wasn't set when the service was created. Configuration: Service Levels: Services - step 1

Field reference

Field Purpose Format / Validation Required Default
Service name Identifies the service throughout Service Levels; this is the name you'll select later when scoping an objective or a mapping to it, so make it specific enough to recognize at a glance. text Yes -
Environment Tags which deployment environment this service instance represents. Use separate services with different Environment values (for example Prod vs Staging) if you need to track SLOs independently per environment for the same application. text No -
Timezone Sets the timezone used for time-based SLO calculations for this service. Choose the timezone where the service's operations team is based so error-budget windows and reporting periods align with their business hours. selection No Seeded from the appliance-configured zone when you create a new service
Owner team Records which team is accountable for the service. Set this so anyone looking at an SLO violation knows who to contact without checking elsewhere. text No Shown as a dash in the table when not set
Criticality tier Labels how business-critical the service is, for example Tier1. A higher-priority tier signals that violations on this service should be triaged and responded to before lower-tier services. text No Shown as a dash in the table when not set
Sensitivity Classifies how sensitive the service's data is, for example Internal, so you can flag services that need more careful handling when results are shared. text No -

Column reference

Column What it shows How to read it
Service Lists the registered service's name. Each row is one service; an empty table means no services have been registered yet in this environment.
Environment Shows which deployment environment this service instance belongs to. Use this to tell apart Prod from non-production instances of the same logical application.
Owner Shows the team accountable for the service. A dash means no owner team has been set; edit the service to add one.
Tier Shows the assigned criticality tier. A dash means no criticality tier has been assigned; edit the service to set one.
Actions Holds the per-row controls for the service. Select the pencil icon to edit the service or the trash icon to delete it.

Controls reference

New service

Opens a panel to register a new business service with empty Service name, Environment, Timezone, Owner team, Criticality tier, and Sensitivity fields.

When to use: When onboarding an application or workflow that needs SLO tracking and isn't yet listed in the table.

Side effects: Mutating once saved: no row is created until you enter a Service name and select Save.

Refresh

Reloads the Services table from the server.

When to use: When you want to confirm a change made by another admin is reflected on this page.

Side effects: Read-only: re-fetches the list without changing any data.

Edit service

Opens the selected service in an editable panel pre-filled with its current Service name, Environment, Timezone, Owner team, Criticality tier, and Sensitivity.

When to use: When a service's environment, owner, or tier has changed and the record needs to be corrected.

Side effects: Mutating once saved: changes apply to the row immediately after you select Save; selecting Cancel or Close discards the edits.

Delete service

Prompts you to confirm removal of the service, warning that the action cannot be undone.

When to use: When a service has been decommissioned and no longer needs SLO tracking.

Side effects: Mutating and irreversible: once confirmed, the service row is permanently removed from the table.

Save

Submits the entered fields to create a new service or update the one being edited.

When to use: After filling in or correcting a service's details in the New service or Edit service panel.

Side effects: Mutating: creates or updates the row in the Services table; the control is disabled while the save is in progress.

Cancel

Closes the New service or Edit service panel without saving.

When to use: When you opened the panel by mistake or decide not to proceed with a change.

Side effects: Read-only: discards any entered values; the table is unchanged.

Close

Dismisses the open service panel.

When to use: Same as Cancel, when you want to exit the panel without saving.

Side effects: Read-only: no data changes.

Verify the result

After opening Services, you see a table listing every registered business service with its Service name, Environment, Owner, and Tier. If you just created or edited a service, its row reflects the values you saved, with Owner and Tier showing your entered text or a dash if left blank. If you deleted a service, its row no longer appears in the table. If the table is empty, no services have been registered yet in this environment.

Troubleshooting

  • Symptom: Owner or Tier shows a dash for a service you expect to have one. Fix: Select the row's Edit service (pencil) icon and confirm the Owner team or Criticality tier field actually holds a value; a dash means it was left blank.
  • Symptom: Selecting Delete service removes a row you still needed. Fix: Deletion is immediate and irreversible once confirmed; re-create the service with New service and re-enter its Environment, Owner team, and Criticality tier.
  • Symptom: Save stays disabled in the New service or Edit service panel. Fix: Enter a value in the required Service name field; Save only becomes available once a name is present.
  • Symptom: A credentials-expiring banner appears above the Services table. Fix: This warns about an unrelated API token nearing expiry; reissue it from Configuration → Credential Profiles, it has no effect on the services listed below it.
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