Difference between revisions of "Service Manager"
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− | {{ | + | {{breadcrumb|[[Main Page|Home]] > [[Applications]] > Service Manager|Service Manager}} |
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{{Section| | {{Section| | ||
==Introduction== | ==Introduction== | ||
− | Service Manager is a powerful | + | [[file:servicemanagericonlg.png|right|200px|link=]] |
+ | Service Manager is a powerful IT Service Management application that enables IT teams to collaborate, share ideas, and manage common ITIL disciplines including Incident Management, Problem Management, Change Management, and Service Level Management. | ||
+ | <br><br> | ||
+ | Service Manager is underpinned by Hornbill's powerful Process Engine to provide automation and integration.| | ||
+ | {{RightBox|In This Article| | ||
+ | :* [[#Features|Features]] | ||
+ | :* [[#Plug-ins|Plug-ins]] | ||
+ | }} | ||
{{RightBox|Related Articles| | {{RightBox|Related Articles| | ||
:* [[Service Manager Administration]] | :* [[Service Manager Administration]] | ||
− | :* [[ | + | :* [[Employee Portal]] |
:* [[Service Manager Mobile]] | :* [[Service Manager Mobile]] | ||
}} | }} | ||
}} | }} | ||
+ | {{Section| | ||
+ | == Features == | ||
+ | The Service Manager features are accessible using the menu in the user app. Availability of these features are based on role assignment. | ||
− | == [[Request List]] == | + | === [[Request List]] === |
The Request List is the key area for the day to day management of the queues of requests that have been raised. Each user can use a number of settings to display the information that it most relevant to the way that they work. From the request list, a user can view requests, raise new requests, access their own personal dashboard, and export the list of requests. | The Request List is the key area for the day to day management of the queues of requests that have been raised. Each user can use a number of settings to display the information that it most relevant to the way that they work. From the request list, a user can view requests, raise new requests, access their own personal dashboard, and export the list of requests. | ||
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− | == [[Change Calendar]] == | + | === [[Change Calendar]] === |
The Change Calendar provides a view of the scheduled changes and release packages. This gives an indication of the availability of a change or the possible disruption of a change being implemented. | The Change Calendar provides a view of the scheduled changes and release packages. This gives an indication of the availability of a change or the possible disruption of a change being implemented. | ||
− | + | === [[Configuration Manager|Configuration Management]] === | |
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− | == [[Configuration Manager|Configuration Management]] == | ||
Configuration Management consists of a Configuration Item (CI) list and a graphical explorer used for browsing related CIs. These tools are used to configure and visualize your CMDB. | Configuration Management consists of a Configuration Item (CI) list and a graphical explorer used for browsing related CIs. These tools are used to configure and visualize your CMDB. | ||
− | + | === [[Asset Management]] === | |
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− | == [[Asset Management]] == | ||
Asset Management involves the capturing and detailing of information for the assets within your Organization. This includes tracking the ownership, costs, relationships, and life cycle of assets to support the strategic decision making for the IT environment. | Asset Management involves the capturing and detailing of information for the assets within your Organization. This includes tracking the ownership, costs, relationships, and life cycle of assets to support the strategic decision making for the IT environment. | ||
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− | ==[[Service Portfolio]]== | + | ===[[Service Portfolio]]=== |
In Service Manager, a Service is used to manage and define an area of the Service Desk that fulfills a particular business need for a customer. This is achieved using a combination of service levels, business process workflows, request routing, and subscriptions to each of the services. The number of defined services may range from a single service used to define and manage all IT requests, to a collection of categorized services, with each one providing a particular focus. | In Service Manager, a Service is used to manage and define an area of the Service Desk that fulfills a particular business need for a customer. This is achieved using a combination of service levels, business process workflows, request routing, and subscriptions to each of the services. The number of defined services may range from a single service used to define and manage all IT requests, to a collection of categorized services, with each one providing a particular focus. | ||
− | + | === [[Service Manager Reports|Reports]] === | |
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− | == [[Service Manager Reports|Reports]] == | ||
Hornbill and its applications provide a number of level of reporting. This includes Hornbill System Reports, Analytics, and integrations to 3rd Party reporting solutions. The Service Manager Reports are provided as out of the box, industry standard reports which have been predefined to inform, analyze, and plan without the complications of report building using complicated design tools or query languages. While the hard work is done for you, these reports can still be easily modified and filtered to show just the information you need. | Hornbill and its applications provide a number of level of reporting. This includes Hornbill System Reports, Analytics, and integrations to 3rd Party reporting solutions. The Service Manager Reports are provided as out of the box, industry standard reports which have been predefined to inform, analyze, and plan without the complications of report building using complicated design tools or query languages. While the hard work is done for you, these reports can still be easily modified and filtered to show just the information you need. | ||
− | + | | | |
− | + | }} | |
− | + | {{TOP}} | |
+ | <!-- ****************************************************************** NEW SECTION ******************************************************************** ---> | ||
+ | {{Section| | ||
==Plug-ins== | ==Plug-ins== | ||
A very powerful aspect to Hornbill is the ability of the different Apps to work together. Below are some of these plug-ins between Service Manager and other Hornbill Apps | A very powerful aspect to Hornbill is the ability of the different Apps to work together. Below are some of these plug-ins between Service Manager and other Hornbill Apps | ||
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{{bullet1|[[Supplier Manager]]| With Supplier Manager installed alongside Service Manager it is possible to access supplier contract information for assets when they are linked to a request and initiate Supplier events and track their response times. Please see the Service Manager Plugins section on the '''[[Supplier#Plugins|Supplier]]''' page for more details.}} | {{bullet1|[[Supplier Manager]]| With Supplier Manager installed alongside Service Manager it is possible to access supplier contract information for assets when they are linked to a request and initiate Supplier events and track their response times. Please see the Service Manager Plugins section on the '''[[Supplier#Plugins|Supplier]]''' page for more details.}} | ||
− | <BR> | + | <BR>| |
− | + | {{RightBox|Other Hornbill Apps| | |
+ | :* [[Document Manager]] | ||
+ | :* [[Supplier Manager]] | ||
+ | :* [[Timesheet Manager]] | ||
+ | :* [[Customer Manager]] | ||
+ | :* [[Live Chat]] | ||
+ | :* [[Project Manager]] | ||
+ | }} | ||
+ | }} | ||
+ | {{TOP}} | ||
==Experimental Features== | ==Experimental Features== | ||
Revision as of 21:24, 7 December 2021
Home > Applications > Service Manager | Index |
Experimental Features
Hornbill may introduce new features in an experimental state, customers can choose to enable, use and provide feedback on these features. These features are subject to change and or removal.