# Service overview

### Create your first service 

1. Go to Settings → Service catalog → Add.
2. Give the service a clear name and choose a category (you can manage categories from the same page).
3. Add a short, employee‑friendly description. This text appears in Slack/Teams cards and in the portal.
4. Choose a color and icon so it’s easy to spot at a glance.
5. Save. You now have a draft service with tabs for General, Request, Forms, Portal, Audience, and Analyze.

<figure><img src="/files/NJpKfXvmjgqt6b6f2Lm3" alt=""><figcaption></figcaption></figure>

### Analytics for each service&#x20;

Every service has a focused dashboard so you can evaluate impact and improve:

* Created vs resolved requests over time
* Average first response and solving time
* SLA attainment and trends
* Volume by channel (Slack, Teams, Portal, Email) Use these insights to tune forms, adjust capacity, and demonstrate cost per request improvements.

<figure><img src="/files/ET9uUlg1XS9cWqaa6vTY" alt=""><figcaption></figcaption></figure>

#### Best practices

* Organize services by category (IT, HR, Finance, Security, etc.)
* Brand each service with a name, description, color, and icon for agents and the portal
* Set default assignment rules to a team inbox or a specific owner
* Apply SLA policies per service (first response and time to close)
* Attach a service form so requesters provide the right details up front
* Restrict availability with audience rules (by department, location, group, or custom attributes)
* Analyze volume, SLAs, and outcomes for each service
* Start with your top 10 services, then expand. Use Analytics to prune low‑value items.


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