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.

Frequently Asked Questions

Getting going with Service manager (for Administrators)

What are Requests?

What are you going to create a request about?

What is progressive capture?

What are Incidents?

Create requests to log Incidents

What are Service requests?

What is the Heads up display?

What is the Request list?

Using the Request list - Assigning, Adding, Viewing, Filtering, Sorting, Searching, Printing and Exporting

What is the timeline in a request?

How do I Update a request?

How do I resolve or close a request?

What do I get as defaults for Service Manager?

What Service Manager Roles exist?

What is workflow?

What are teams?

How can I set up or change a workflow process?

What are response and resolution times?

How do I change how Progressive capture works?

How can I configure inbound emails to create and update requests?

How can I configure my company email server to work with Service Manager?

How can I set up an email template to automate responses?

What are Assets and Asset types?

How do I add, update, or remove an asset?

What are My Assets?

What are Changes?

Review changes in the Change Calendar

What are Problems?

What is a Dashboard?

Set up and manage a Dashboard

What is Self Service?

What are 'My Boards'?

How can do I Manage 'My_Boards'?