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Services & KPIs • Room 1
Designing Services
A Service in ITSI represents a logical IT capability — like "Email System", "Payment Gateway", or "Customer Portal". Services are composed of KPIs that measure different aspects of performance and availability.
When designing services, you define ownership (who is responsible), dependencies (which services rely on which), and the KPIs that matter. Service dependencies create a tree: if a database service degrades, ITSI can show the cascading impact on the application and business services above it.
Start with business services (what the customer sees) and work backward to infrastructure services. This top-down approach ensures you monitor what matters most.
Knowledge Check
Prove your understanding to clear the room (Rewards XP)
Question 1 of 2
What does a "Service" represent in ITSI?