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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.

Related Articles Service Details

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

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 available. Service Levels can now be configured under a Corporate Service Level Agreement, or a Service specific Service Level Agreement. We would recommend moving to these new options.