Service Portfolio

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The Service Portfolio provides features and configuration settings for defining the Services that you offer to your customers. These options include services, request priorities, and Corporate Service Level Agreements.

Each defined service can include a combination of service levels, business process workflows, request routing, and subscriptions. 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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The Services List provides a list of the services that are being managed within Service Manager.

  • Filter Services
The Filter Services option lets you quickly locate a Service. When typing in the Filter Services field, the name of the Service and the Service Description will be searched.
  • Category Filter
The Category Filter option lets you filter the list of displayed Services by Service Category
  • Status Filter
This options lets you filter the list of services based on their current operational status
  • Owner Filter
Filter the list of services based on the owner of the service
  • Configure Columns
Select the cog icon to select the available columns that you wish to display, along with their order within the list.
  • Design a New Service
Use the Design a New Service button to start the process of having a new Service added to your Service Desk
  • Delete a Service
When your mouse passes over a Service a delete option is displayed. This should only be used when a Service has been added in error. In order to maintain historic information such as requests and subscriptions, the service should be Retired rather than deleted.
  • Service Portfolio Status Filter
Below the Service Filter each of the available Service Statuses can be selected to view services grouped by status. The options include All Services, Pipeline, Catalog, and Retired.
  • Pipeline
Pipeline Services are those that are under planning and development. While in a status of Pipeline the Service will not be available to users.
  • Catalog
Once a Service has the status of Catalog it is then accessible to users and requests can now be raised against this service.
  • Retired
When a Service is no longer required, it can have the status set to Retired. Once retired, a service will no longer be visible to users and requests can no longer be raised against the service.
By clicking on any of the Services in the list you can view the Service Details. From within the Service Details, you can plan, configure, and manage each service.


The Service Priorities are used for establishing the priority of the requests associated to your services. Hornbill Service Manager is delivered with three out-of-the-box Priorities; High, Medium, and Low. If you find these are not suitable for your needs, it is possible to add and delete them as required. At present, there is just one set of Priorities used across all Services, Teams, and Request Types.


Corporate Service Level Agreements

The Corporate Service Level Agreements (SLA) tab allows you to define your corporate service level agreements which can be shared between services. Each Corporate SLA lets you define Service Levels, Service Level Targets and the rules for applying these to requests.


Service Levels (deprecated)

The Service Levels tab is no longer available on new installations of Service Manager. This option will be available where previous configurations have been added. Once all configurations are removed, this tab will no longer be visible. Service Levels can now be configured under Corporate Service Level Agreements, or Service Level Agreements. We would recommend moving to these new options.