Service Details

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.

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.

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 services.

Category

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

Portfolio Status

Catalog, Pipeline, or Retired

• Catalog will make your new service immediately available for selection when an analyst is logging a request via Progressive Capture, or for consumers of the Service logging requests via the Hornbill Portals.
• Pipeline will hide your Service from Analysts and consumers of the service. Use the Pipeline status when your service is in development.
• Retired will also hide your Service from Analysts and consumers of the service. Set a status of Retired when your Service is no longer in use.

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