Service Portfolio

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Introduction

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 with the defining of Service Levels, Business Process workflows, request routing, and subscriptions

Some of the ways that a service is used in Hornbill are:-

1. The service can be requested using a service request
2. An incident request can be created using progressive capture that needs a service to be defined that will resolve it
3. A change request using progressive capture that needs a service to be defined to carry out the change
4. A problem request can be created using progressive capture that needs a service to be defined that will resolve it
5. A request list can display which service the request is using

Creating a Service

You need to have a specific roll in Service manager to set up or amend services. For a new instance this will role will be the Service Manager.

1. Select the Service Desk on the navigation bar and then Services
2. To add a new Service select design new service, complete the required information and then finish
3. To amend an existing service, select from the list and then edit the required changes and save
4. To delete select the trashcan to the right of service name and then OK