Difference between revisions of "Service Details"
Jump to navigation
Jump to search
| (6 intermediate revisions by 4 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]]}} | {{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.| | {{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.| | ||
| Line 47: | Line 52: | ||
=== 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 76: | 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 82: | 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 89: | 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 | ||
| − | == Documents == | + | ==Documents== |
[[File:serviceportaldocuments.png|right|350px|link=https://wiki.hornbill.com/images/9/94/Serviceportaldocuments.png]] | [[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. | 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. | ||
| Line 151: | Line 159: | ||
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. | ||
| + | |||
| + | == 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.
