> For the complete documentation index, see [llms.txt](https://docs.siit.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.siit.io/service-catalog/service-overview.md).

# Service overview

Create a service, give it a category, description, color and icon, then configure its request settings, forms, Portal presence, and audience. Each service gets its own analytics dashboard

### Create your first service

1. Open **Services** from the top level navbar, then click **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="https://451675063-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fz9xmM8V3atukfr2XaElR%2Fuploads%2FAvAaiV6ifAAiXL9B90dV%2Fimage.png?alt=media&amp;token=9828cacd-5cc2-408e-bf3f-fc555cf0fbd1" alt=""><figcaption></figcaption></figure>

### Analytics for each service

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="https://451675063-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fz9xmM8V3atukfr2XaElR%2Fuploads%2FCSDCt3c9Pj3tY2M18DoS%2FCleanShot%202025-10-17%20at%2018.15.16.png?alt=media&amp;token=2791b03c-5aed-4086-b813-42c77c5bff31" 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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