420.3.2・Specialized Capabilities 9%
Services
Service 把「系統、平台、團隊」登錄成可引用的物件，讓 incident 與 change 知道影響範圍、該找誰、要誰核准。
官方考綱原文（這一節會考的範圍）
- Enable Services within the Features tab.在 Features 頁啟用 Services
- Add and remove services to incidents and changes.在 incident 與 change 加入或移除 service
- Utilize Service and Service Affected fields on request types.在 request type 使用 Service 與 Affected services 欄位
- Configure Services (Service relationship, tier, service owners, change approvers, responders, and stakeholders).設定 service：關係、tier、owner、change approver、responder、stakeholder
- Use service tiers as triggers in automation and alerts.用 service tier 觸發 automation 與 alert
3 分鐘速覽
Service：讓 incident 與 change 知道「影響到誰」
- Service 是全站的跨所有 service project 使用；考試版在 Features 開 Services（只有 ITSM project）。
- 每個 service 有Tier、owner team、change approvers、responders、stakeholders、references（依賴其他 service）、type（只是分類）。
- Tier 1–4Tier 1 最關鍵；可當 automation 與 alert 的條件。
- Affected services 欄位把 service 加到 incident、change；從 graph 看上下游。
- 加了 service 不會自動通知或改 priority要通知 owner team 就加 responder；priority 跟 tier 走要寫 automation。
- 現行底層是 AssetsSoftware Registry 與 Business Portfolio 兩個 schema；權限看 Assets schema。
資料來源（5）・1 點無官方原文有疑慮時點開看官方原文
- 找不到官方原文：Service tier 可當 alert 的條件只找到 automation 的 Affected services condition；alert 相關文件沒有提到 tier。
- What are services?
They apply to your entire Jira site and can be used across all of your service projects.
- What are services?
A tier, which defines how critical the service is to business operations.
- What are service tiers?
Tier 1 services are the most critical services in your system.
- How services work with incidents
Adding a service to an incident does not automatically notify the owner team or set the incident priority.
- Configure Services: settings, permissions, and references
Services in Jira Service Management are powered by schemas in Atlassian Assets.
Service 的組成
一個 service 設定什麼
| 屬性 | 用途 |
|---|---|
| Tier | 多關鍵：Tier 1 失效重大影響 customer 或營收；Tier 4 幾乎無感 |
| Owner team | 負責的團隊；它的 on-call schedule 會顯示在 service 頁 |
| Change approvers | 這個 service 的 change 要誰核准 |
| Responders | Service 出事時被通知的人或 team |
| Stakeholders | 不直接處理、但要知道 incident 進度的人 |
| References／relationships | 依賴哪些 service（Depends on），用來推算影響範圍；每個 service 最多 100 個 |
| Type | 分類標籤，沒有技術影響 |
資料來源（5）有疑慮時點開看官方原文
- What are service tiers?
A service is considered Tier 1 if a failure of that service will result in a significant impact to customers or to the company's bottom line.
- Configure Services: settings, permissions, and references
When an owner team is added to a service, the on-call schedule of that team (defined in Jira Service Management → Operations) will appear in the Service detail view.
- What are services?
Change approvers, who must approve any changes to the service before they're made.
- What are services?
References to other services that may be affected when changes are made.
- What are services?
A type, which is a label that helps categorize the nature of the service. It has no technical impact.
日常使用
在 incident、change、request type 用 service
- 啟用考試版：Space settings → Features 開 Services（只有 ITSM project，非 ITSM 不提供）。現行：側欄 Operations → Services。
- 建立與設定建 service、設 tier、owner team、change approvers、responders、stakeholders、references。
- 加到 request type在 incident、change 的 request type 加 Affected services（或 Service）欄位，讓提單人或 agent 選受影響的服務。
- 在 work item 加／移除打開 incident 或 change → Affected services 欄位加入或按 Remove 移除；沒有 Jira 授權的人看不到這個欄位。
- 看影響Incident 頁顯示上游（它依賴的）與下游（依賴它的）service。
- 自動化Automation 的 Affected services condition：例如 Tier 1 service 受影響時寄信給主管、或把 priority 設成 Highest。
不會自動發生的事
官方：把 service 加到 incident 不會自動通知 owner team、也不會依 tier 設 priority。要通知就把 owner team 加成 responder；要依 tier 設 priority 就寫 automation rule。
自我檢查：先在心裡回答，再點開對答案
Q1Tier 1 service 受影響時要自動寄信給 CTO，用什麼？看答案
Automation rule：trigger（work item created）＋ Affected services condition（tier = Tier 1）＋ Send email。
資料來源（5）・1 點無官方原文有疑慮時點開看官方原文
- 找不到官方原文：Service tier 可當 alert 的條件只找到 automation 的 Affected services condition；alert 相關文件沒有提到 tier。
- How services work with incidents
To connect a service to an incident, add it to the Affected services field on the incident.
- Add or remove a service from the affected services field
The affected services field will not appear for those users who don't hold a Jira license.
- How services work with incidents
Services that the affected service depends on (upstream) and services that depend on it (downstream) appear in the incident, based on the references you've mapped.
- Jira automation conditions
You can configure this condition to check against the service tier, services name or dependent services of the affected services.
- How services work with incidents
Adding a service to an incident does not automatically notify the owner team or set the incident priority.
權限
誰能改 service
- Service 是 Assets 的 object：權限由 Assets schema（global、schema、object type 三層）決定，不是 JSM project role。
- 編輯 service、管理 references、換 owner team、刪除、改 attribute 都要該 schema 的編輯權限。
- 兩個預建 schema：Software Registry（技術服務：Applications、Capabilities、Software Services、Deployed Services）與 Business Portfolio（Business Services）。
資料來源（4）有疑慮時點開看官方原文
- Configure Services: settings, permissions, and references
Because of this, service permissions are governed by the permissions set on those Assets schemas — not by JSM project roles.
- Configure Services: settings, permissions, and references
Actions that require edit permission on the relevant schema or service object type include:
- What are services?
Software Registry – Use this schema to store your technical services, such as software services, microservices, applications, and other building blocks of your technical architecture.
- What are services?
Business Portfolio – Use this schema to store your customer-facing services, such as UI pages, APIs, customer portals, and other services your customers directly interact with.
易錯觀念
考題愛用的錯誤說法
Services 每個 service project 各自一份。
Service 是全站的，所有 service project 共用。
Service type 會改變 service 的行為。
Type 只是分類標籤，沒有技術影響。
把 Tier 1 service 加到 incident，priority 會自動變 Highest。
不會；要用 automation 依 tier 設 priority。
把 service 加到 incident 會自動通知 owner team。
不會；要把 owner team 加成 responder。
任何 service project 都能開 Services。
Services 只有 ITSM project；Alerts、On-call 才是任何類型都能開。
資料來源（6）有疑慮時點開看官方原文
- Add Services, Alerts, and On-call to your sidebar
Services is only available for ITSM spaces.
- What are services?
They apply to your entire Jira site and can be used across all of your service projects.
- What are services?
A type, which is a label that helps categorize the nature of the service. It has no technical impact.
- How services work with incidents
If you want incident priority to follow service tier, build an automation rule that sets priority based on the affected service's tier — it doesn't happen automatically.
- How services work with incidents
Adding a service to an incident does not automatically notify the owner team or set the incident priority.
- Add Services, Alerts, and On-call to your sidebar
Alerts and On-call can be enabled for all space types.
動手做
實作 Lab：建三個 service，看 incident 的影響範圍
第一次做 Lab？先看 Lab 環境準備：用測試站台、準備測試帳號。畫面名稱可能隨 Atlassian 更新而不同，以下以現行畫面為準。
目標：建三個有依賴關係的 service，把其中一個加到 incident 的 Affected services，看上下游；再確認哪些事情「不會自動發生」，用 automation 補上。
這個 Lab 對應的考點
Service 全站共用、底層是 Assets；tier、owner team、references 要自己設；把 service 加到 incident 不會自動通知 owner team、也不會依 tier 設 priority；tier 可以當 automation 的條件。
準備
- Ops 已啟用 operations（環境頁）。
步驟
- 你應該看到：Services 清單（可能是空的）。若看不到 Services：新版 Services 可能尚未推到你的站台，或缺 Assets schema 權限。
- 你應該看到：每個 service 必填 Name、Tier、Service object type 三項。
- 你應該看到：Service 詳細資料裡出現 Ops 的 on-call schedule。
- 你應該看到：Reference 類型預設是 Depends on。
- 你應該看到：圖上 Website 與 Mobile app 都指向 Payment platform：它出事，兩個都受影響。
- 你應該看到：Incident 上看得到上下游的 service；priority 仍是 Medium，Ops 也沒有收到任何通知。
- 你應該看到：Service 可以隨時加、移除。
- 你應該看到：Customer 看不到 Affected services 欄位（沒有 Jira 授權的人看不到）。
試試看：改一個設定，觀察差異
T1Space settings›Automation 建一條 rule：Work item created → condition Affected services（tier 是 Tier 1）→ action 把 priority 設成 Highest。建一張新 incident，Affected services 選 Payment platform。看結果
新 incident 的 priority 變成 Highest。依 tier 設 priority 要靠 automation，不會自己發生。做完停用這條 rule。
T2在步驟 6 的 incident 的 Responders 加入 Ops。看結果
Ops 收到 responder alert。要通知 owner team，就要把它加成 responder。
T3（想像，不實際做）沒有 Assets schema 編輯權限的人打開 Payment platform。看結果
看得到但不能改：service 的權限看 Assets schema，不看 JSM project role。
心像錨點：閉上眼睛想一次這個畫面
Payment platform 的 graph：上面一個 Tier 1 方塊，下面兩條線接著 Website 和 Mobile app。旁邊的 incident priority 一動也不動：加了 service 不會自己通知、不會自己改 priority。
收尾
- 停用（或刪除）練習用 automation rule。
- 三個 service 可以留著，之後 change、incident 的 Lab 用得到。
- 關閉練習用 incident。
資料來源（4）有疑慮時點開看官方原文
- Configure Services
From the JSM navigation, go to Operations and select Services.
- How services work with incidents
Adding a service to an incident does not automatically notify the owner team or set the incident priority.
- Add or remove a service from the affected services field
The affected services field will not appear for those users who don’t hold a Jira license.
- What are service tiers?
if a new work item is created and a Tier 1 service is affected, you could automatically send an email to a specific person or group
一分鐘腦內整理
讀完了？用這張收攏整節
級、主、核、應、關Tier、owner、change approvers、responders、references。
加了不會自己動通知要 responder、priority 要 automation。
一個 service 設定什麼
- Tier＝關鍵程度；references＝依賴。
- Type 只是標籤。
在 incident、change、request type 用 service
- Service 加到 incident 不會自動通知或改 priority。
- Tier 可當 automation／alert 的條件。
誰能改 service
- 看得到但不能改 → 查 Assets schema 權限。
本節練習
做題
題目載入中…
官方來源（本節依據）
本教材為原創整理，非 Atlassian 官方出版品；題目皆為原創，不含第三方題庫題幹。考試沿用 project／issue 等用語，現行 Jira Service Management 已改稱 space／work item；customer 端仍叫 request。