Service Portfolio

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Introduction

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.

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 List

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.

Managing a Service

This section looks at the different elements that makes up a service and how each area is managed.

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.

Request Configuration

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.

Assets

Link which assets support or underpin the provision of the Service.

• Add one or multiple assets to a Service record.

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.

FAQ's

Define Frequently Asked Questions which will be helpful to subscribers of the service on both the Customer and Service Portals.

Creating, Viewing and Managing FAQ's

Bulletins

Define Service specific announcements or news which will be shared with the subscribers of the Service on both the Customer and Service Portals

Creating, Viewing and Managing Service Bulletins

Service Visibility

• Teams

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:

• View All requests raised against the Service from the Request list > Filters > All My Services.
• 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.

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.
• It will only be possible to assign or reassign a request to another team or analyst in a team which supports the Service
• Using the global search bar, analysts will only see results for requests which are logged against services their teams support, or requests which are assigned to them, their teams or where they have been added as members to the requests.

• 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
• 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
• Individual Contacts - Use this option to subscribe individual contacts 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 the Administration console. These can be defined under the Users, Roles & Organisations menu and the Organisation option.

Service Status

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.

• 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.
• The Three Status options are

* Available - Indicated by a green icon

* Impacted - indicated by an amber icon

* Unavailable - indicated by a red icon

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.

• To Change the Status of the Service, simple select a different option from the drop down list and save.
• To remove any Status, simply select the 'No Status' option from the drop down list and save.