Service Manager

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Introduction

Service Manager is a powerful next generation 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.

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.

• Filters
• Views
• My Dashboard
• Exporting
• Column Selector

Features

These are the main areas of Service Manager that are accessible from the Service Manager application icon in the left hand application bar. Visibility and access to these different areas are dependent on your level of access.

• Request List
• My Boards
• Asset Management
• Request Catalog
• Services
• Service Portal

ITIL Disciplines

• Incident Management

Incidents are used to manage unplanned interruptions or reduction in quality to an IT service. Hornbill Service Manager allows users with the appropriate roles and rights, to log, view, progress, escalate and resolve Incidents. The Hornbill platform provides a Business Process Engine which be can configured to support your Incident processes and can automate events such as tasks, timers, notifications, and escalations.

• Logging Incidents
• Incident Requests
• Incident Diagnosis & Investigation
• Escalation, Resolution & Closure

• Problem Management

Problems are used to manage the investigation of an issue where the root cause is unknown.

• Identifying Problems
• Investigating Problems
• Workarounds and Known Errors
• Resolving Problems

• Change Management

Change management aims to ensure that standardised methods and procedures are used for efficient handling of all changes.

• Raising Changes
• Assessing Changes
• Approving, Scheduling, and Implementing Changes
• Resolving Changes

• Request Fulfilment

Request fulfillment (or request management) focuses on fulfilling Service Requests, which are often minor (standard) changes (e.g., requests to change a password) or requests for information.

The term "standard change" means pre-approved, repeatable, pre-defined, low risk changes. If the change does not meet these criteria then it is not a standard change and should be defined as a request for change.

Administration

• Business Process Workflow
• Charts / My Personal Dashboard
• Create Self Service FAQ's
• Customising Self Service
• Form Designer
• Importing Assets (Scheduled)
• Importing Users (Scheduled)
• Notifications
• Progressive Capture Workflow
• Reporting
• Request Priorities
• Service Levels
• Request and Closure Categories
• Creating/Managing Hornbill User Accounts

Pluggins

• Customer Manager

With Customer Manager installed alongside Service Manager, it is possible to view against each external organisations record in Customer Manager, the requests which have been raised by contact's of each organisation in Service Manager.

• Managing Contact Visibility of Organisation's Requests on the Customer Portal

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