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.

Related Articles Service Manager Administration

Request List

Service Manager 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.

Request Types Filters Views Charts

My Dashboards Exporting Column Selector 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.

Manage Assets Manage Asset Types

Upload Assets (CSV) Database Asset Import

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.

• 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.

• Problem Records
• 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.

• Change Requests
• 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.

• Service Requests

Administration

• Service Manager Business Process Workflow
• 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

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

App Plug-ins to Service Manager

• 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

• Configuring the Timesheet Manager Pluggin for Service Manager
• Using the Timesheet Manager Pluggin

Service Manager Plug-ins to other Apps

• Email
• Activity Streams

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

Current Service Manager Experimental features can be found here - Service Manager Experimental Features

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