Difference between revisions of "Service Portfolio"
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== Service Level Agreements == | == Service Level Agreements == | ||
+ | The 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. | ||
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[[Category:Service Manager]] | [[Category:Service Manager]] |
Revision as of 20:25, 3 October 2016
Home > Service Manager > Services
Introduction
The Services option provides features and configuration settings for defining the Services that you offer to your customers. These options include the defining of the services, request priorities, and shared 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.
Administration
To create, view, or edit a Service, you need the Services Manager role associated to your Hornbill User account. Having this role will make the Services menu item visible under the Service Manager application icon.
Services
The Services List provides a list of the services that are being managed within Service Manager. From here you can
- Create a New Service
- Delete a Service
- View a Service
The Services List is divided into three different sections based on their portfolio status of Pipeline, Catalog, or Retired.
The Services displayed will depend on their Service Access Status (Private / Open)
Service Details
Each individual service within the service list can be selected to view the individual service details
Priorities
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.
Service Level Agreements
The 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.