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.

Features

• Request List
• My Boards
• IT Asset Management
• Services
• Self Service
• Guest 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 Diagnosis & Investigation
• Escalation, Resolution & Closure

• Problem Management

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

• Change Management

Changes are used to manage the addition, modification, or removal of anything that could have an affect on IT Services.

Administration

• Business Process Workflow
• Form Designer
• Notifications
• Progressive Capture Workflow
• Reporting
• Request Priorities
• Service Levels
• Service Manager Email Settings
• Creating/Managing Hornbill User Accounts

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