Difference between revisions of "Service Details"
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| − | + | 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]. | |
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| − | + | [[file:hornbill-document-library.png|Service Details|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/services/overview]] | |
| − | + | <!-- | |
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| − | + | {{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.| | |
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:* [[Service Level Agreements]] | :* [[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 == | ||
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=== 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. | ||
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: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. | ||
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==[[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]]== | ||
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: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 | ||
| − | == Documents == | + | ==Documents== |
| − | Documents that are held within Document Manager can be associated to a Service. | + | [[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]] | |
| − | {{bullet1| | + | 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| | + | {{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|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. | |
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==[[Service Level Agreements | SLAs]]== | ==[[Service Level Agreements | SLAs]]== | ||
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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. | 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. | ||
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| + | == 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.
