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| − | __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 == | + | [[file:hornbill-document-library.png|Service Portfolio Overview|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/overview/]] |
| − | 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.
| + | <!-- |
| − | | + | <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> |
| − | 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.
| + | __NOTOC__ |
| − | | + | {| style="width:100%" |
| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px"> | + | |[[Main Page|Home]] > [[Service Manager]] > Services |
| − | * Where Do I Configure a Service?
| + | |style="text-align:right;"|[[:Category:Service_Manager|Index]] |
| − | <div class="mw-collapsible-content"> | + | |} |
| − | :To configure a new Service or edit an existing one, you need the '''Services Manager''' role associated to your Hornbill User account. Possessing this role will make the Services menu item visible to you: | |
| − | | |
| − | :Select the Service Manager icon from the navigation bar and then ''Services''. | |
| − | </div>
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| − | </div>
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| − | ==Creating a Service==
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| − | [[File:Serviceform.png|thumb|right]]
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| − | :To '''add''' a new Service select Design New Service.
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| − | | |
| − | :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 multiple sections; areas to configure your Service Details, associate the Business Process Workflows that you wish to use to help drive the requests that are raised using this service, the Teams you want to work with Requests raised against this service, and which users, or groups of users you wish to subscribe to each service. | |
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| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
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| − | :* Service Details Section
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| − | <div class="mw-collapsible-content">
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| − | :* Name: The name of your Service. | |
| − | :* Description: A brief description of your service
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| − | :* Category: Used to group your Services. Select one from the pre-defined list
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| − | :* Portfolio Status: ''Catalog'', ''Pipeline'', or ''Retired''
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| − | ::*'''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.
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| − | | |
| − | ::*'''Pipeline''' will hide your Service from Analysts and consumers of the service. Use the Pipeline status when your service is in development.
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| − | | |
| − | ::*'''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.
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| − | :* Service Icon: The Icon which will be used to represent the service on the Service and Customer Portals for the subscribers to this service
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| − | </div>
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| | </div> | | </div> |
| | + | {|style="width: 100%" |
| | + | |- valign="top" |
| | + | |style="width:73%"| |
| | + | ==Introduction== |
| | + | 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. |
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| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
| + | 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. |
| − | :* Business Processes
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| − | <div class="mw-collapsible-content">
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| − | :: 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.
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| − | :: Associating a Business Process workflow is optional at this stage, and can be done at a later date.
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| | | | |
| − | :: Once you are happy with the details you have entered, click “Create” to complete the configuration of your first Service. | + | |style="width:5%"| |
| | + | | |
| | + | |style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"| |
| | | | |
| − | :: You can learn more about designing and building business processes to underpin the Services you provide here: [[Business_Process_Workflow | Building Business Processes]] | + | == Related Articles == |
| | + | :* [[Service Details]] |
| | + | :* [[Service Level Agreements]] |
| | + | |} |
| | | | |
| − | </div>
| + | == Services == |
| − | </div>
| + | 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 |
| | | | |
| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
| + | {{bullet1|Status Filter|This options lets you filter the list of services based on their current operational status}} |
| − | :* Email Template | + | {{bullet1|Owner Filter|Filter the list of services based on the owner of the service}} |
| − | <div class="mw-collapsible-content">
| + | {{bullet1|Configure Columns|Select the cog icon to select the available columns that you wish to display, along with their order within the list.}} |
| − | :: It is possible to define for each request type and for each Service which email template will be used when analysts are manually sending emails from the request forms. | + | :* '''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 |
| | | | |
| − | :: This allows Service owners to have control over the signature and other request variables which are defined in email templates, and they would like included in any manual email communication for requests linked to their Service. | + | :* '''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. |
| | | | |
| − | ::* By default the email template specified in the '''app.email.template.request.sendMessage''' app setting in the admin console will be used. It is possible to change which template to use for each request type per service by choosing another available email template from the drop down list. | + | :* '''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''. |
| | | | |
| − | ::* Email templates are defined in the Admin console, under the Service Manager and email configuration options | + | :::* '''''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. |
| | | | |
| − | ::* If no default email template exists, or another email template is not chosen a blank plain email template will be used. | + | :* '''[[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> |
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| − | ::* The Email template specified is only used when emails are manually sent from within a request. All automated emails fired by the business process engine, can be configured when designing your [[Business_Process_Workflow | business processes]] for each request type again via the admin console.
| + | == [[Corporate Service Level Agreements]] == |
| − | </div>
| + | 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. |
| − | </div>
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| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
| + | :[[Corporate Service Level Agreements|Read more...]] |
| − | :* Form Designer
| + | <br> |
| − | <div class="mw-collapsible-content">
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| − | </div>
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| − | </div>
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| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
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| − | :* Portal Head's Up Display (HUD)
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| − | <div class="mw-collapsible-content">
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| − | :: When a business process is defined and supporting either the Incident or Service Request request types, it is possible to define what level of visibility you wish to give to your customers of the processes progress through a graphical head's up :
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| − | :: display. It is possible to give no visibility, top level or a granular view per request type and per service via either the Service and or Customer Portals.
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| − | | |
| − | : :The default option is '''Off'''.
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| − | | |
| − | :::* '''Off''' - No graphical representation of the supporting business process will be displayed on the request forms on either the Service or Customer Portal
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| − | :::* '''Stages Only''' - Top level visibility of each of the defined stages will be displayed at the top of the request forms on the Service and or Customer Portals. This will allow the subscribed customers to see the stages which have been completed and those which are still outstanding.
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| − | :::* '''Stages and Checkpoints''' - This will show both the process stages and the defined checkpoints for each stage. This will give the subscribed customers the same level of visibility of the requests progress as the analysts see, and will allow them to see which stages and checkpoints have been completed and what is still outstanding to complete.
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| − | </div>
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| − | </div>
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| − | <div class="mw-collapsible-content"><div class="mw-collapsible-content"><div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
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| − | :* Request Actions
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| − | <div class="mw-collapsible-content">
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| − | :: Define which actions are available to analysts working on requests raised against the Service. It is possible to configure which Action Icons will appear on the Action Bar on the different request forms for each Service. It is possible to configure different Actions per request type per Service.
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| − | | |
| − | :: An example being you may choose not to enable the 'Escalation' Action against Service Requests if you are not using Priorities for requests of this type for a particular Service. However you have this available for Incidents and Problems where you have chosen to use priorities for those request types.
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| − | | |
| − | ::* The Default position is all Actions Icons are available for all request types
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| − | ::* Enable or Disable an Action by clicking on the Action Icon for each Request type
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| − | ::* Hover over each Action Icon to see a tooltip with the Actions purpose.
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| − | </div>
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| − | </div>
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| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
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| − | :* Portal Visibility
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| − | <div class="mw-collapsible-content">
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| − | </div>
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| − | </div>
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| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
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| − | :* Teams
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| − | <div class="mw-collapsible-content">
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| − | :: It is possible to define which of your support teams have the rights to view and manage requests raised against each Service. By default if no teams are defined against a service all support Teams will be able to do the following:
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| − | :::* View All requests raised against the Service from the Request list > Filters > All My Services.
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| − | :::* Be Assigned a request raised against the Service from Progressive Capture assignment forms, Request forms, and multi select assignment options on the Request List view.
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| − | ::If teams are added to the Service, only analysts which belong to those teams will be able to view and manage requests made against the Service.
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| − | </div>
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| − | </div>
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| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
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| − | :* Subscribing to a Service
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| − | <div class="mw-collapsible-content">
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| − | :: 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.
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| − | :: 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.
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| − | | |
| − | :: Subscription option types:
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| − | ::* Company - Use this option to subscribe all internal customers to the Service
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| − | ::* Department - Use this option to subscribe defined Departments to the Service
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| − | ::* Team - Use this option to subscribe defined Teams to the Service
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| − | ::* General - Use this option to subscribe a defined organisational group to the Service
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| − | ::* User - Use this option to subscribe individual internal users to the Service
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| − | ::* Contact Organization - Use this option to subscribe specific external organizations to the Service
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| − | ::* All Contacts - Use this option to subscribe all defined contacts to all supported external organizations to the Service
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| − | :: Note :- Department, Team and General options will only appear in the drop list once they have been defined in the Administration console. These can be defined under the Users, Roles & Organisations menu and the Organisation option.
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| − | </div>
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| − | </div>
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| − | ==Service Status==
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| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
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| − | It is possible to set the status of each service, and an accompanying message so that subscribers to the service can see the status and any supporting message when accessing either the Service or the Customer Portals.
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| − | <div class="mw-collapsible-content">
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| − | * The default position is 'No Status', this will result in no status or message being displayed on the Service or Customer Portals, this is important when Service Status is not relevant to a Service.
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| − | * The Three Status options are
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| − | : * Available - Indicated by a green icon
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| − | : * Impacted - indicated by an amber icon
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| − | : * Unavailable - indicated by a red icon
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| − | When any of the above status's are chosen a default message will be displayed, and can be edited. Once saved the status and message will be visible to the subscribers of the service on the Service and or Customer Portals.
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| − | :* To Change the Status of the Service, simple select a different option from the drop down list and save.
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| − | :* To remove any Status, simply select the 'No Status' option from the drop down list and save.
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| − | </div>
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| − | </div>
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| − | ==Managing Services==
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| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
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| − | * Editing an Existing Service
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| − | <div class="mw-collapsible-content">
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| − | :* To '''Edit''' an existing service, select it from the list.
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| − | :* To edit a section of the form, click the Edit button located on the right hand side of the section header:
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| − | :* Once you are happy with your amendments, click Save.
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| − | </div>
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| − | </div>
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| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
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| − | * Deleting a Service
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| − | <div class="mw-collapsible-content">
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| − | :* 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.
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| − | :* Click and confirm your action in the pop up that follows.
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| − | </div>
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| − | </div> | |
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| − | [[Category:Service Manager]] | + | --> |
| | + | [[Category:HDOC]] |
