Service Portfolio

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 the following:

Access Status:

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.

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

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.

FAQs

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

Bulletins

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

Supporting Teams

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.

Subscribers

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.