Difference between revisions of "Service Portfolio"

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__NOTOC__[[Main Page|Home]] > [[Service Manager]] > Services
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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].
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== Introduction ==
 
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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.
 
  
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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.
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[[file:hornbill-document-library.png|Service Portfolio Overview|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/overview/]]
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|[[Main Page|Home]] > [[Service Manager]] > Services
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|style="text-align:right;"|[[:Category:Service_Manager|Index]]
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==Introduction==
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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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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.
  
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==Where Do I Configure a Service?==
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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:
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== Related Articles ==
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:* [[Service Details]]
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:* [[Service Level Agreements]]
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|}
  
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[[File:SM_Menu_Services.png‎|center|Navigating to Services]]
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== Services ==
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The Services List provides a list of the services that are being managed within Service Manager.
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:* '''Filter Services'''
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:: 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.
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:* '''Type Filter'''
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:: The ''Type Filter'' option lets you filer the list of displayed services by Business or Techincal type
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:* '''Category Filter'''
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:: The ''Category Filter'' option lets you filter the list of displayed Services by Service Category
  
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Select the Service Manager icon from the navigation bar and then ''Services''.
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{{bullet1|Status Filter|This options lets you filter the list of services based on their current operational status}}
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{{bullet1|Owner Filter|Filter the list of services based on the owner of the service}}
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{{bullet1|Configure Columns|Select the cog icon to select the available columns that you wish to display, along with their order within the list.}}
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:* '''Design a New Service'''
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:: Use the ''Design a New Service'' button to start the process of having a new Service added to your Service Desk
  
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:* '''Delete a Service'''
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:: 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.
  
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==Creating a Service==
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:* '''Service Portfolio Status Filter'''
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:: 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''.
  
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To '''add''' a new  Service select Design New Service.
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:::* '''''Pipeline'''''
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[[File:SM_Design_New_Service.PNG|center|Design New Service]]
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:::: Pipeline Services are those that are under planning and development.  While in a status of Pipeline the Service will not be available to users.
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:::* '''''Catalog'''''
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:::: Once a Service has the status of ''Catalog'' it is then accessible to users and requests can now be raised against this service.
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:::* '''''Retired'''''
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:::: 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.
  
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:* '''[[Service Details]]'''
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:: 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.
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<br>
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<br>
  
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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 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.
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== [[Corporate Service Level Agreements]] ==
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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.
  
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===Service Details Section===
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:[[Corporate Service Level Agreements|Read more...]]  
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[[File:SM_New_Service_Details.PNG‎|center|Service Details]]
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<br>
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* Name: The name of your Service.
 
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* 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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-->
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[[Category:HDOC]]
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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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===Business Processes===
 
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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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[[File:SM_Service_Business_Processes.PNG‎|center|Associating Business Process Workflows]]
 
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Once you are happy with the details you have entered, click “Create” to complete the configuration of your first Service.
 
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==Editing an Existing Service==
 
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To '''amend''' an existing service, select it from the list.
 
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[[File:SM_Editing_a_Service.png‎|center|Click the Service name to begin editing]]
 
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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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[[File:SM_Editing_Service_Details.png‎|center|Click the edit button to edit a section]]
 
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Once you are happy with your amendments, click Save.
 
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==Deleting a Service==
 
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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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[[File:SM_Deleting_a_Service.png‎|center|Trashcan appears on hover]]
 
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Click and confirm your action in the pop up that follows.
 
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[[Category:Service Manager]]
 

Latest revision as of 21:55, 8 February 2024

This document can now be found at its new location in the Hornbill Document Library.

Service Portfolio Overview

Retrieved from "https://wiki.hornbill.com/index.php?title=Service_Portfolio&oldid=31922"