Difference between revisions of "Service Details"
Jump to navigation
Jump to search
| (69 intermediate revisions by 5 users not shown) | |||
| Line 1: | Line 1: | ||
| − | + | This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/services/overview Hornbill Document Library]. | |
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | + | [[file:hornbill-document-library.png|Service Details|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/services/overview]] | |
| − | + | <!-- | |
| − | + | ||
| − | + | {{bluebanner|[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > Service Details|[[:Category:Service Manager]]}} | |
| − | + | {{IntroAndLinks|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.| | |
| − | + | :* [[Service Level Agreements]] | |
| − | :* [[ | ||
:* [[Service_Support_Teams|Service Supporting Teams]] | :* [[Service_Support_Teams|Service Supporting Teams]] | ||
:* [[Subscribers|Service Subscribers]] | :* [[Subscribers|Service Subscribers]] | ||
:* [[Service Status]] | :* [[Service Status]] | ||
| − | + | }} | |
== Details == | == Details == | ||
| Line 42: | Line 31: | ||
=== Portfolio Status === | === 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'' | :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. | + | ::*'''''Pipeline''''' |
| − | ::*'''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. | + | ::: 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. |
| − | ::*'''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. | + | ::*'''''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. | ||
| + | |||
| + | === Employee Portal === | ||
| + | These options are used with the ''[[Employee Portal]]''. These options will be needed for publishing your services to the Employee Portal. | ||
| + | :* '''Service Domain''' | ||
| + | :: Associated this service to a ''[[Service Domains Administration|Service Domain]]''. Domains are used for grouping related services that fall under areas such as IT, HR, and Facilities. | ||
| + | :* '''Service Domain Category''' | ||
| + | :: Select a category for this service. Service Domain Categories provide a category option for all applications that publish services to this Domain. | ||
| + | |||
| + | === Default Mailbox === | ||
| + | : Define which mailbox any manually sent emails will be sent from on requests logged against the service | ||
| + | :* If no mailbox is selected then manually send emails will be sent from the mailbox selected by the agent sending the email on the request raised against the service | ||
| + | :* Agents need to have the rights to send emails from the default service, otherwise it will default to a mailbox the agent does have the rights to send from | ||
| + | :* Agents can manually override which mailbox emails are sent from when sending emails manually from a request logged against the service '''if''' they have the rights to more than one mailbox | ||
=== Portal Visibility === | === Portal Visibility === | ||
| − | :If the Service will be visible on the Customer and Service | + | :If the Service will be visible on the Employee, Customer and Service Portals 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. | ::* '''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. | ::* '''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. | ||
| Line 65: | Line 70: | ||
:* '''Open''' | :* '''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. | + | :: 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. Members of a team that supports the service will be able to add and update FAQs, Bulletins, and the Operational Status. |
| + | :* '''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 will 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 | ||
| − | + | === Activities === | |
| − | + | The Activities panel lets you create and managed tasks and activities against this service. This can be used for planning updates to any aspect of the service such as updating a BPM workflow or Progressive Capture. | |
== [[Services Request Configuration|Request Configuration]] == | == [[Services Request Configuration|Request Configuration]] == | ||
| Line 74: | Line 81: | ||
: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. | :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. | :Any Requests which the Service has been raised directly against, or where it has an associated relationship to Requests will be displayed here. | ||
| Line 80: | Line 87: | ||
==[[Service_Assets|Assets]]== | ==[[Service_Assets|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. | :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. | ||
| + | |||
| + | ==[[Service_Dependancies|Services]]== | ||
| + | :Associating technical services which support/underpin business services helps support quicker Incident and or Problem resolutions by making it quick and easy to understand how services are related. Change management can benefit from visualizing impact when considering implementing changes to a technical or business service. | ||
==[[Service FAQs|FAQs]]== | ==[[Service FAQs|FAQs]]== | ||
| Line 87: | Line 97: | ||
:Define Service specific announcements or news which will be shared with the subscribers of the Service on both the Customer and Service Portals | :Define Service specific announcements or news which will be shared with the subscribers of the Service on both the Customer and Service Portals | ||
| − | ==[[Service | + | ==Documents== |
| + | [[File:serviceportaldocuments.png|right|350px|link=https://wiki.hornbill.com/images/9/94/Serviceportaldocuments.png]] | ||
| + | Documents that are held within Document Manager can be associated to a Service. This is designed to provide document access to the subscribers of the service through the Customer and Employee Portals. | ||
| + | <br> | ||
| + | <br> | ||
| + | {{infobox|It is important to ensure that the documents linked to the service are held within a library that has been configured for access on the portals. Linking a document that is held in a library that is '''not''' configured for portal access will result in the document being listed, but not accessible by the service subscriber.}} | ||
| + | <br> | ||
| + | <br> | ||
| + | === Sharing a Library with the Portals === | ||
| + | [[File:docmanagerrole.png|right|350px|link=https://wiki.hornbill.com/images/d/df/Docmanagerrole.png]] | ||
| + | The option for sharing libraries is managed from within the Document Manager app. | ||
| + | :# From the main Hornbill Tile Menu, select Document Manager -> Libraries. | ||
| + | :# From the list of libraries, find the library that you would like to make available to the portals and select ''Properties''. | ||
| + | :# On the ''Share'' option start by selecting ''Role'' and then search for the ''Docmanager Portal''. | ||
| + | :# Select ''Can View Library Contents'' and then click ''Share''. | ||
| + | :# Repeat for each library that you would like make accessible on the portals | ||
| + | <br> | ||
| + | |||
| + | === Library Visibility Options === | ||
| + | [[File:libraryvisibilityoptions.png|right|350px|link=https://wiki.hornbill.com/images/3/3a/Libraryvisibilityoptions.png]] | ||
| + | On the [[Libraries|Library]] properties, visibility can be controlled so that a library is only visible to customers when viewing the Service details. By default, a [[libraries|library]] is visible within the Portals' ''Library List''. In order remove the library from the library list and only have it show associated documents on the Service form, the two following options in [[Document Manager]] [[Libraries]] need to be un-checked. | ||
| + | |||
| + | {{bullet1|Show in User Library List|Untick to hide the library in the employee portal and collaboration, this will only take effect if the user has been shared the library with read-only access (users with modify permissions will still be able to see this library). You will still be able to share documents in this library with users with read only permissions by giving them a direct link to the document}} | ||
| + | {{bullet1|Show in Customer Portal Library List|Untick to hide the library in the customer portal, (the library must be shared with a guest role before it can be accessed in the customer portal). You will still be able to share documents in this library with customers even if this setting is unticked by giving them a direct link to the document.}} | ||
| + | <br> | ||
| + | |||
| + | === Adding a Document to a Service === | ||
| + | [[File:linkdocumentstoservice.png|right|350px|link=https://wiki.hornbill.com/images/d/d9/Linkdocumentstoservice.png]] | ||
| + | On each Service form within the Service Portfolio, a '''Documents''' option lets you browse the list of all documents that belong to a particular library and link or unlink documents to the service. This action only be performed by the Service's owner. | ||
| + | {{bullet1|Select Library|Select from the list of available libraries that you want to browse}} | ||
| + | {{bullet1|Order By|To help locate a document, you can change the order of the list by | ||
| + | ::* ''Title'' | ||
| + | ::* ''Owner'' | ||
| + | ::* ''File Type'' | ||
| + | ::* ''Creation Date'' | ||
| + | ::* ''Updated Date''}} | ||
| + | |||
| + | Each document will have a ''Link'' option. When clicked, this will associate the document with the service. | ||
| + | Documents already linked to a service ill have an option to ''Un-link''. When clicked, this will remove the document from the service. | ||
| + | |||
| + | ==[[Service Level Agreements | 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. | : 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. | :* 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. | ||
| Line 102: | Line 152: | ||
==[[Service Status]]== | ==[[Service Status]]== | ||
| − | It is possible to set the status of each service, and an accompanying message so that subscribers to the service | + | It is possible to set the status of each service, and an accompanying message so that subscribers to the service and those supporting the service can see the status and any supporting message. |
| + | |||
| + | :* Available | ||
| + | :* Impacted | ||
| + | :* Unavailable | ||
| + | |||
| + | As the Status changes from one state to another, information is collected to provide [[Service Availability|availability metrics]]. This includes mean time between failures, average time to recovery, and percentage break down of the different statuses over a selected time period. The availability metrics can be accessed using the chart icon next to the service status. At least one change in the status is required in order to view the metrics. | ||
| + | |||
| + | == Timeline == | ||
| + | Each service provides an area where users who have access to the service can have a discussion about the service. This is a great way to plan or make suggestions for the service. | ||
[[Category:Service Manager]] | [[Category:Service Manager]] | ||
| + | --> | ||
| + | [[Category:HDOC]] | ||
Latest revision as of 18:35, 30 April 2024
This document can now be found at its new location in the Hornbill Document Library.
