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.

The Services displayed will depend on their Service Access Status (Private / Open)

Services Access

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 optionally mark their Services as being Private.

Services marked as Private will enforce the following:

• 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
• The Owner will be the only person who will see and be able to edit the Following Services functionality

• Services Details
• Request Configuration (Including Request Catalogs)
• Service Subscribers
• Service Support Teams
• Assets underpinning the Service

• Any member of a team which supports the service (and has the Services Manager role), in addition to the Service Owner will be able to perform the following service functions

• Manager FAQ's
• Manager Bulletins
• View Requests List view
• Manage Service Status

• Once marked as Prviate, Only the Service Owner or the Admin can change the Service Access Status.