|
|
| (226 intermediate revisions by 2 users not shown) |
| Line 1: |
Line 1: |
| − | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > Services
| + | This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/overview/ Hornbill Document Library]. |
| − | == Introduction ==
| |
| − | In ''Service Manager'', a Service is used to manage and define an outcome that fulfills a particular business need for a customer. This is achieved using 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 or outcome.
| |
| − | | |
| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1200px">
| |
| − | ==Where Do I Configure a Service?==
| |
| − | <div class="mw-collapsible-content">
| |
| − | To configure a new Service or edit an existing one, you need to have a specific role associated to your Hornbill User account. The role is called '''Services Manager'''. Possessing this role will make the Services menu item available to you:
| |
| − | | |
| − | [[File:SM_Menu_Services.png|thumb|right|200px|Navigating to Services]]
| |
| − | | |
| − | Select the Service Manager icon from the navigation bar and then ''Services''.
| |
| − | | |
| | | | |
| | + | [[file:hornbill-document-library.png|Service Portfolio Overview|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/overview/]] |
| | + | <!-- |
| | + | <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> |
| | + | __NOTOC__ |
| | + | {| style="width:100%" |
| | + | |[[Main Page|Home]] > [[Service Manager]] > Services |
| | + | |style="text-align:right;"|[[:Category:Service_Manager|Index]] |
| | + | |} |
| | </div> | | </div> |
| − | </div>
| + | {|style="width: 100%" |
| − | | + | |- valign="top" |
| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1200px">==Creating a Service==
| + | |style="width:73%"| |
| − | To '''add''' a new Service select Design New Service.
| + | ==Introduction== |
| − | <div class="mw-collapsible-content">
| + | 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. |
| − | [[File:SM_Design_New_Service.PNG|thumb|200px|Design New Service]]
| |
| − | | |
| − | Complete the form with details of your new service. If the left hand edge of the field is red, this indicates it is mandatory. The form consists of two sections; an area to configure your Service Details and an area to associate the Business Process Workflows that you wish to use to help drive the requests that are raised using this service.
| |
| − | | |
| − | | |
| − | </div>
| |
| − | </div>
| |
| − | ===Service Details Section=== | |
| − | [[File:SM_New_Service_Details.PNG|center|Service Details]]
| |
| − | * Name: The name of your Service.
| |
| − | * Description: A brief description of your service
| |
| − | * Category: Used to group your Services. Select one from the pre-defined list
| |
| − | * Portfolio Status: ''Catalog'', ''Pipeline'', or ''Retired''
| |
| − | ''Catalog'' will make your new service immediately available for selection when an analyst is logging a request via Progressive Capture, or for consumers of the Service logging requests via the Hornbill Portals.
| |
| − | | |
| − | ''Pipeline'' will hide your Service from Analysts and consumers of the service. Use the Pipeline status when your service is in development.
| |
| − | | |
| − | ''Retired'' will also hide your Service from Analysts and consumers of the service. Set a status of Retired when your Service is no longer in use.
| |
| − | | |
| − | ===Business Processes===
| |
| − | It is possible to associate a workflow to each request type. Clicking on the slect box will present you with the available Business Processes that have been configured via Hornbill Administration. Remember, for a Business Process Workflow to be initiated when a request is logged, it must be marked as “Active”. Inactive workflows can be identified and avoided here by looking for the word “inactive” in brackets next to the workflow name.
| |
| − | Associating a Business Process workflow is optional at this stage, and can be done at a later date.
| |
| − | [[File:SM_Service_Business_Processes.PNG|center|Associating Business Process Workflows]]
| |
| − | | |
| − | Once you are happy with the details you have entered, click “Create” to complete the configuration of your first Service.
| |
| − | | |
| − | You can learn more about designing and building business processes to underpin the Services you provide here: [[Business_Process_Workflow | Building Business Processes]]
| |
| − | | |
| − | ==Subscribing to a Service==
| |
| − | | |
| − | It is possible to subscribe customers to a service based on various organisation groups. The default position for a service is that all customers will be entitled to use the Service.
| |
| − | | |
| − | Through the Administration console, you can define your own organisational groups and once defined these groups and a number of default subscription options will be available through the Subscribers drop down menu.
| |
| − | | |
| − | Subscription option types:
| |
| | | | |
| − | * Company - Use this option to subscribe all internal customers to the Service
| + | 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. |
| − | * Department - Use this option to subscribe defined Departments to the Service
| |
| − | * Team - Use this option to subscribe defined Teams to the Service
| |
| − | * General - Use this option to subscribe a defined organisational group to the Service
| |
| − | * User - Use this option to subscribe individual internal users to the Service
| |
| − | * Contact Organization - Use this option to subscribe specific external organizations to the Service
| |
| − | * All Contacts - Use this option to subscribe all defined contacts to all supported external organizations to the Service
| |
| | | | |
| − | Note :- Department, Team and General options will only appear in the drop list once they have been defined in Administration console. These can be defined under the Users, Roles & Organisations menu and the Organisation option.
| + | |style="width:5%"| |
| | + | | |
| | + | |style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"| |
| | | | |
| − | [[File:Subscribers.png|center]] | + | == Related Articles == |
| | + | :* [[Service Details]] |
| | + | :* [[Service Level Agreements]] |
| | + | |} |
| | | | |
| − | ==Editing an Existing Service== | + | == Services == |
| | + | 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. |
| | + | :* '''Type Filter''' |
| | + | :: The ''Type Filter'' option lets you filer the list of displayed services by Business or Techincal type |
| | + | :* '''Category Filter''' |
| | + | :: The ''Category Filter'' option lets you filter the list of displayed Services by Service Category |
| | | | |
| − | To '''amend''' an existing service, select it from the list.
| + | {{bullet1|Status Filter|This options lets you filter the list of services based on their current operational status}} |
| − | [[File:SM_Editing_a_Service.png|center|Click the Service name to begin editing]]
| + | {{bullet1|Owner Filter|Filter the list of services based on the owner of the service}} |
| | + | {{bullet1|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 |
| | | | |
| − | To edit a section of the form, click the Edit button located on the right hand side of the section header:
| + | :* '''Delete a Service''' |
| − | [[File:SM_Editing_Service_Details.png|center|Click the edit button to edit a section]]
| + | :: 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. |
| | | | |
| − | Once you are happy with your amendments, click Save.
| + | :* '''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. |
| | | | |
| − | ==Deleting a Service==
| + | :* '''[[Service Details]]''' |
| | + | :: 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. |
| | + | <br> |
| | + | <br> |
| | | | |
| − | To delete a Service, hover over a service on the Service list. The trashcan [[File:Trashcan.png|16px|trashcan]] will appear to the right of service name.
| + | == [[Corporate Service Level Agreements]] == |
| − | [[File:SM_Deleting_a_Service.png|center|The Trashcan appears on hover]]
| + | 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. |
| | | | |
| − | Click and confirm your action in the pop up that follows.
| + | :[[Corporate Service Level Agreements|Read more...]] |
| | + | <br> |
| | | | |
| − | [[Category:Service Manager]] | + | --> |
| | + | [[Category:HDOC]] |
