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.

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.

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.

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 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

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. 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.

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

Documents

Documents that are held within Document Manager can be associated to a Service. These may be documents that contain planning or details of the Service or it can be documents that you want to share with the subscribers of the service.

Search by Title / Description

Title / Description Search

Free text entry which will look for words that are contained in either the title or the description fields within the properties of the document

Search In

Select to search all libraries that you have access to or select a specific library to narrow down your search

Search by Tag

The tag search will search all libraries that you have access against the tags that you have provided

Add a Tag

Add one or more tags that you would like to search on

Browse Library

This options lets you browse the list of all documents that belong to a particular library

Select Library

Select from the list of available libraries that you want to browse

Libraries visibility can be controlled so that a library is only visible to customers when viewing the Service. By default a libraries is visible within the Portals library list. In order to only have the library and the associated documents visible from the service the two options in Document Manager Libraries needs to be un-checked.
Show in Employee Portal Library List

Show in Customer Portal Library List

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.

Service Status

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 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.