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.

Features

• Request List
• Dashboard
• Change Calendar
• My Boards
• IT Asset Management
• Services
• Self Service

ITIL Disciplines

• Incident Management

Incidents are used to manage unplanned interruptions or reduction in quality to an IT service.

• 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

1. Set up or change a workflow process
2. Set up or change how Progressive capture works
3. Establish a Service
4. Set up Priorities
5. Set up Service levels
6. Configure inbound emails to create and update requests
7. Set up Asset types
8. Do you need to amend forms? Then find out how to do this here.

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