Difference between revisions of "Service Manager"

Revision as of 19:35, 5 January 2017

Home > Service Manager

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.

Multi-Select Actions

My Boards

My Boards is a feature of Service Manager that provides an alternative way to view and manage requests. Each board consists of a number of definable lists that can contain request in the form of a card. These request cards can either be manually added and moved between lists or they can be added and moved automatically through the use of BPM workflows.

Create a Board
Share a Board

Use a Board
Edit a Board

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.

Services

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.

Services List
Services Access

Managing a Service
Request Catalog

Corporate Service Level Agreements

Service Portal

Service Manager provides a Self Service capability which allows both users and contacts to ask for help and keep track of progress and updates for any outstanding issue that have been raised. The Service Manager Self Service for users is accessed through the Service Portal. Contacts (External Support) access Self Service through the Customer Portal.

Settings
Access

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.

Problem Management

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

Change Management

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

Service Requests

Administration

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

Timesheet Manager

With Timesheet Manager installed alongside Service Manager, it is possible to record the time spent on request actions and pass the time spent, and action details to Timesheet Manager automatically

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 == [[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.