Difference between revisions of "Service Manager"

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== Introduction ==
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This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/index Hornbill Document Library].
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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.
 
  
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[[file:hornbill-document-library.png|Service Manager|link=https://docs.hornbill.com/servicemanager-user-guide/index]]
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<!--
  
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* [[Request List]]
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{{breadcrumb|[[Main Page|Home]] > [[Applications]] > Service Manager|Service Manager}}
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* Dashboard
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{{Section|
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* Change Calendar
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==Introduction==
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* [[My Boards]]
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[[File:smNewIcon.png‎ |right|95px|link=]]
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* [[IT Asset Management]]
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Service Manager is a full-featured app for businesses of all sizes, implementing service management processes across your entire organization. From the simplest of service requests to full-featured ITIL-compatible capabilities, Service Manager is a comprehensive yet deceptively simple application to use, providing everything from end-user service portals, service catalog, service portfolio capabilities, asset and configuration management, incident, problem, change, release and more.
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* [[Self Service]]
 
  
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== Frequently Asked Questions ==
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Inheriting the capabilities of the Hornbill platform, you can easily customize every aspect of your service experience without deep technical expertise or coding abilities. Service Manager includes numerous pre-canned business processes supporting IT, HR and Customer Service workflows ready to adapt and use for your own specific needs.|
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{{RightBox|In This Article|
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:* [[#Features|Features]]
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:* [[#Self Service|Self Service]]
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:* [[#Plug-ins|Plug-ins]]
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}}
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{{RightBox|Related Articles|
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:* [[Service Manager Configuration]]
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:* [[Employee Portal]]
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:* [[Customer Portal]]
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:* [[Service Manager Mobile]]
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:* [[Service_Manager_Request_Types|Request Types]]
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}}
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}}
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{{Section|
  
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[[Getting going with Service manager (for Administrators)]]
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== Features ==
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The Service Manager features are accessible using the left hand menu bar in Hornbill.  Availability of these features are based on role assignment.
  
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[[What are Requests?]]
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[[file:smmenubaritems.png|right|link=|border]]
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=== [[Request List]] ===
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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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[[What_is_progressive_capture? | What is progressive capture?]]
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=== [[Change Calendar]] ===
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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.
  
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[[What are Incidents?]]
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=== [[Configuration Manager|Configuration Management]] ===
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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.
  
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[[Create_requests_to_log_Incidents | Create requests to log Incidents]]
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=== [[Asset Management]] ===
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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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[[What_are_Service_requests? | What are Service requests?]]
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===[[Service Portfolio]]===
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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.
  
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[[What_is_the_Heads_up_display? | What is the Heads up display?]]
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=== [[Service Manager Reports|Reports]] ===
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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.
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}}
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{{TOP}}
  
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[[Using the Request list - Assigning, Adding, Viewing, Filtering, Sorting, Searching, Printing and Exporting]]
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{{Section|
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== Self Service ==
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Self Service is ability for end users to track and managed requests that have been raised in Service Manager.  There are two available portals provided for this; the Employee Portal and the Customer Portal.
  
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[[What is the timeline in a request?]]
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=== [[Employee Portal]] ===
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The Employee Portal is designed for use by end users that are internal to your organization.
  
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[[How do I Update a request?]]
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=== [[Customer Portal]] ===
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The Customer Portal is designed as an access point for people that are external to your organization.  These external users are stored in Hornbill as Contacts.
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|}}
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{{TOP}}
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{{Section|
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==Plug-ins==
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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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[[How do I resolve or close a request?]]
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=== Service Manager Plug-ins to other Apps ===
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:* '''[[Service Manager Mailbox Plug-in|Mailbox]]'''
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:: When viewing an email within a Shared Mailbox, Service Manager adds a plug-in to allow requests to be raised or updated from the email.
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:* '''Posts'''
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:: When viewing a Post within a workspace or the Newfeed, you are able to raise a request from the Actions menu which will capture information from the Post and add it to the new request
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:* '''[[Service Manager Customers Plug-in|Customers]]'''
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:: When viewing an Organisation or Contact record within the Customer feature of Hornbill, a list of requests that have been raised against contacts belonging to that Organisation can be viewed.
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:* '''[[Global Search for Requests|Global Search]]'''
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:: The Global Search is a feature of Hornbill that can provide search features for the different installed apps.  Service Manager provides a Global Search option for searching the contents of the Requests.
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:* '''[[Co-Worker_Service_Manager|User Profile]]'''
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:: When viewing a Co-worker's Profile you are able to view the requests that have been raised for that user along with the Services that they are subscribed to. The Request List functions in the same way as the main request list and respects the rights and access that the support person has to the requests, only showing those that are assigned to their teams or the services that they support.
  
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[[What do I get as defaults for Service Manager?]]
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=== App Plug-ins to Service Manager ===
  
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[[What_Service_Manager_Roles_exist? | What Service Manager Roles exist?]]
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:* '''[[Timesheet Manager]]'''
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:: 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.
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:::*[[Configuring the Timesheet Manager Plugin for Service Manager]]
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:::* [[Using the Timesheet Manager Plugin]]
  
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[[What_is_workflow? | What is workflow?]]
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:* '''[[Configuration Manager]]'''
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:: With Configuration Manager installed alongside Service Manager, it is possible to launch the Configuration Item Explorer from Asset, Service and Request views as well as activate activity streams and enable the creation of activities against assets which are flagged as '''In Policy''' in Configuration Manager.  ''[[Configuration Manager|Read more about Configuration Manager]]''
  
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[[What_are_teams? | What are teams?]]
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:* '''[[Live Chat]]'''
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:: With Service Manager installed alongside Live Chat, it is possible to raise requests from a chat session directly linking the request to all of the valuable information captured in the chat session. When a request is raised from a chat session, the transcript from the chat is added to the request.  The transcript is displayed within its own section on the request.  This allows users that don't have a Live Chat subscription the ability to still see the transcript. ''[[Live Chat|Read more about Live Chat]]''
  
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[[How_can_I_set_up_or_change_a_workflow_process? | How can I set up or change a workflow process?]]
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:* '''[[Document Manager]]'''
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:: The ''Document Manager'' Plug-in allows you to search and link documents held within Document Manager and store them against a Request.
  
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[[What_are_response_and_resolution_times? | What are response and resolution times?]]
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:* '''[[Project Manager]]'''
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:: With Project Manager installed alongside Service Manager, it is possible to create new Projects from business processes run in Service Manager using the '''[[Hornbill iBridge]]''', and relate requests, services and assets to Projects in Project Manager
  
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[[How_do_I_change_how_Progressive_capture_works? | How do I change how Progressive capture works?]]
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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.}}
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<BR>|
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{{RightBox|Other Hornbill Apps|
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:* [[Document Manager]]
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:* [[Supplier Manager]]
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:* [[Timesheet Manager]]
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:* [[Customer Manager]]
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:* [[Live Chat]]
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:* [[Project Manager]]
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}}
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}}
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{{TOP}}
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==Experimental Features==
  
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[[What are Changes? | What are Changes?]]
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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. 
  
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[[Review_changes_in_the_Change_Calendar | Review changes in the Change Calendar]]
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:*[[Service Manager Experimental Features]]
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-->
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[[What_are_Problems? | What are Problems?]]
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[[Category:HDOC]]
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[[What is a Dashboard?]]
 
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[[Set_up_and_manage_a_Dashboard | Set up and manage a Dashboard]]
 
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[[What_is_Self_Service? | What is Self Service?]]
 

Latest revision as of 18:57, 2 May 2024

This document can now be found at its new location in the Hornbill Document Library.

Service Manager

Retrieved from "https://wiki.hornbill.com/index.php?title=Service_Manager&oldid=32422"