Service Details

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Introduction The details of a service provides some key values and settings to make a service operational. These options include setting the name, description, status, visibility, and more. Some of this information is mandatory on the creation of a Service so it is important to plan your service before starting.

Related Articles Request Configuration Service FAQs Service Bulletins Service Based SLAs

Details

Name

The name of your Service is a simple yet very important aspect of a service. The Service Name is mandatory on the creation of a service. When naming your service, some things to consider are:

• The name is visible to subscribed customers on the Self Service Portals
• The name is visible to support staff within Progressive Capture when using the Services Progressive Capture form
• The name is visible within the Services column of the Request List
• The name is visible on each request that has been raised for that service
• Consider the length of the name and how it may be displayed in these different areas.
• A unique service name is not enforced so it is possible for two distinct areas of a business to have a service by the same name.
• If you need to support more than one language for users of the Service, be sure to create the different language versions of your Service Name and Description. Users of the Service will see the appropriate one based on the language assigned to their profile (if you provide the translation).

Description

A brief description of your service can be added to your Service. This allows you to add some additional information to describe the purpose or use of the service. This description is available for customers to read on the Self Service Portals when viewing their service information. It is also available to support staff on the Services Progressive Capture form when raising a request to provide that bit of extra information to make sure they are selecting the correct service.

Category

Used to group your Services. Select one from the pre-defined list

Portfolio Status

The Service Portfolio Status uses some industry standard conventions for determining the state of the service. These statuses include Pipeline, Catalog, and Retired

• Pipeline This status is generally used as a planning state. While the status is Pipeline, the service will remain hidden from customers and support staff to allow for planning and setup of the service.
• Catalog Once all of the required configuration and setup is complete a service status can be set to Catalog. Once in the status of Catalog, the service will be live and available for selection by support staff when raising a request on the Services form in Progressive Capture, or for subscribers of the Service raising requests via the Self Service Portals.
• Retired When a service is no longer required the status can be changed to Retired. This will remove the service from support staff and subscribers of the service.

Portal Visibility

If the Service will be visible on the Customer and Service Portal for subscribed users.

• Visible Subscribed users will see, and have access to their requests raised against the Service, even if they you have restricted their ability to raise tickets from the portals for this Service.
• Hidden Subscribed users will not see the Service on the Customer or Service portal - Useful when defining a technical Service rather than a business Service.

Service Icon

The Icon which will be used to represent the service on the Service and Customer Portals for the subscribers to this service

Owner

Each Service allows for an individual owner to be assigned. Being allocated as an owner offers some additional controls to how other Services Managers interact with the service.

• When a service has no owner, any user with the Services Manager role can set an owner
• Only the owner can change the owner to another user once the owner has been set
• Only the owner can change the Access option between Private and Open
• When selecting an owner, only users that have the Services Manager role will be available

Access

The Access option allows an owner of a service to control who can see and update information for the selected service by using the options of Open or Private.

• Open

All users with the role of Services Manager can update and manage the details and other options within a service excluding the removing or changing an existing Service Owner and setting the Access. The Service will be visible in the Services List to all users with the Services Manager role.

• Private

This restricts the visibility in the Services List to just the owner and the members of the teams that support the service who have the Services Manager role. Only the owner will have the right to modify the service details and configuration. Members of a team that supports the service that also has the Services Manager role will only be able to add and update FAQs, Bulletins, and the Operational Status. Only the owner can add or remove Supporting Teams and only the owner can add or remove subscriptions

Request Configuration

Each Service allow you to configure the different the types of requests which will be available. These included Incidents, Service Requests, Problems, Known Errors, and Changes. Each request type can be configured to meet the particular needs for the service, including BPM workflow, available actions, custom fields, and Request Catalog Itesm.

Requests

Any Requests which the Service has been raised directly against, or where it has an associated relationship to Requests will be displayed here.

Assets

Associating the assets which support a service helps support quicker Incident and or Problem resolutions by making it quick and easy to understand what infrastructure is directly used to provide each service. Change management can benefit from visualizing impact when considering implementing changes to a service, or assets which support a service.

FAQs

Define Frequently Asked Questions (FAQs) which will be helpful to subscribers of the service on both the Customer and Service Portals.

Bulletins

Define Service specific announcements or news which will be shared with the subscribers of the Service on both the Customer and Service Portals

SLAs

Service Level Agreements can be linked to each service, and rules defined to manage which SLA and Service Level's will be invoked when requests are raised against each service.

• It is possible to associate one or more Corporate Service Level Agreements to each Service, and or create Service Level Agreements which are specific to each service.
• Use the Manage Rules options to determine which Service Level agreement is invoked under different conditions when raising requests against a Service.

Supporting Teams

The Supporting Teams feature is used to assign the Service Desk teams who will be supporting this service. Supporting teams will have the rights to view and manage requests for this service.

Subscribers

It is possible to subscribe customers to a service based on various organisation groups. The default position for a service is that all customers will be entitled to use the Service.

Through the Administration console, you can define your own organisational groups and once defined these groups and a number of default subscription options will be available through the Subscribers drop down menu.

Subscription option types:

• Company - Use this option to subscribe all internal customers to the Service
• Department - Use this option to subscribe defined Departments to the Service
• Team - Use this option to subscribe defined Teams to the Service
• General - Use this option to subscribe a defined organisational group to the Service
• User - Use this option to subscribe individual internal users to the Service
• Contact Organization - Use this option to subscribe specific external organizations to the Service
• Individual Contacts - Use this option to subscribe individual contacts to the service
• All Contacts - Use this option to subscribe all defined contacts to all supported external organizations to the Service

Note :- Department, Team and General options will only appear in the drop list once they have been defined in the Administration console. These can be defined under the Users, Roles & Organisations menu and the Organisation option.

Service Status

It is possible to set the status of each service, and an accompanying message so that subscribers to the service can those supporting the service can see the status and any supporting message.

• The default position is 'No Status', this will result in no status or message being displayed, this is important when Service Status is not relevant to a Service.
• The Three Status options are

* Available - Indicated by a green icon

* Impacted - indicated by an amber icon

* Unavailable - indicated by a red icon

When any of the above status's are chosen a default message will be displayed, and can be edited. Once saved the status and message will be visible to the subscribers of the service on the Service and or Customer Portals, and analysts who support the Service through the user app in the following places:

• Services List
• Request List
• Request Details
• Progressive Capture - Services Form

Supporting Messages can be seen by Hovering over the Service Status Icon.

• To Change the Status of the Service, simple select a different option from the drop down list and save.
• To remove any Status, simply select the 'No Status' option from the drop down list and save.

In the user app and the Request Details view, the Service Name will take you through to see more information about the service. The Level of information visible to you will depend on your rights to view the Service, including:

• If the Service is Open or Private these rights will be respected
• If you are the Owner, or a member of a team which supports the Service
• If you do not have Services Manager right, you will still be able to see very basic Service Details but no edit rights.