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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 area of the Service Desk that fulfills a particular business need for a customer. This is achieved using a combination of service levels, business process workflows, request routing, and subscriptions to each of the services. 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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| | + | <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> |
| | + | {|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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| − | <br>
| + | 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 == | + | |style="width:5%"| |
| − | 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.
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| | + | |style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"| |
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| − | <br>
| + | == Related Articles == |
| | + | :* [[Service Details]] |
| | + | :* [[Service Level Agreements]] |
| | + | |} |
| | | | |
| − | == Services Access == | + | == Services == |
| − | By default all Services will be marked as '''Open''', this means any user with the '''Services Manager''' role will be able to view, or edit the Services. Services can optionally be assigned an '''Owner''' and the '''Owner''' can mark their Services as being '''Private'''.
| + | 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 |
| | | | |
| − | Services marked as '''Private''' will invoke the following behaviour.
| + | {{bullet1|Status Filter|This options lets you filter the list of services based on their current operational status}} |
| | + | {{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 |
| | | | |
| − | * Only the '''Owner''' of a Service, and any member of a team which supports the Service will see the Service appear in the '''Services List''' | + | :* '''Delete a Service''' |
| − | * The Owner will be the only person who will see and be able to Edit the Following Services functionality
| + | :: 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. |
| − | :* Services Details
| |
| − | :* Request Configuration (Including Request Catalogs)
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| − | :* Service Subscribers
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| − | :* Service Support Teams
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| − | :* Assets underpinning the Service
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| | | | |
| | + | :* '''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''. |
| | | | |
| − | == Services List ==
| + | :::* '''''Pipeline''''' |
| − | The Services List provides a list of the services that are being managed within Service Manager. From here you can
| + | :::: Pipeline Services are those that are under planning and development. While in a status of Pipeline the Service will not be available to users. |
| − | * Create a New Service | + | :::* '''''Catalog''''' |
| − | * Delete a Service | + | :::: Once a Service has the status of ''Catalog'' it is then accessible to users and requests can now be raised against this service. |
| − | * View a 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. |
| | | | |
| − | The Services List is divided into three different sections based on their portfolio status of Pipeline, Catalog, or Retired.
| + | :* '''[[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. |
| − | The Services displayed will depend on the following:
| + | <br> |
| − | | + | <br> |
| − | Access Status:
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| − | | |
| − | * If the Service is marked as '''Open''' all users with the '''Services Manager''' role will be able to view and access the Service. | |
| − | * If the Service is marked as '''Private''', only the owner of the Service, and any members of a team which support the Service, who also have the '''Services Manager''' role will be able to view and access the Service.
| |
| | | | |
| | + | == [[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. |
| | | | |
| | + | :[[Corporate Service Level Agreements|Read more...]] |
| | <br> | | <br> |
| | | | |
| − | ==Managing a Service==
| + | --> |
| − | This section looks at the different elements that makes up a service and how each area is managed.
| + | [[Category:HDOC]] |
| − | | |
| − | === [[Service Details]] ===
| |
| − | :The details of a service provides some key values and settings to make a service operational. These options include setting the name, description, status, visibility, and more. Some of this information is mandatory on the creation of a Service so it is important to plan your service before starting.
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| − | | |
| − | === [[Services Request Configuration|Request Configuration]] ===
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| − | | |
| − | :Each Service allow you to configure the different the types of requests which will be available. These included Incidents, Service Requests, Problems, Known Errors, and Changes. Each request type can be configured to meet the particular needs for the service, including BPM workflow, available actions, custom fields, and Request Catalog Itesm.
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| − | | |
| − | ===Assets===
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| − | :Associating the assets which support a service helps support quicker Incident and or Problem resolutions by making it quick and easy to understand what infrastructure is directly used to provide each service. Change management can benefit from visualizing impact when considering implementing changes to a service, or assets which support a service.
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| − | | |
| − | ===[[Service FAQs|FAQs]]===
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| − | :Define Frequently Asked Questions (FAQs) which will be helpful to subscribers of the service on both the Customer and Service Portals.
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| − | | |
| − | === [[Service Bulletins|Bulletins]]===
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| − | :Define Service specific announcements or news which will be shared with the subscribers of the Service on both the Customer and Service Portals
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| − | | |
| − | === [[Service Support Teams|Supporting Teams]] ===
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| − | : The Supporting Teams feature is used to assign the Service Desk teams who will be supporting this service. Supporting teams will have the rights to view and manage requests for this 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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| − | | |
| − | === Subscribers ===
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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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| − | ::* Individual Contacts - Use this option to subscribe individual contacts 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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| − | [[Category:Service Manager]] | |
