A Quick Guide to the Service Portfolio.

Transcription

1 A Quick Guide to the Service Portfolio. One of the most powerful new features in SupportDesk White is the introduction of the Service Portfolio. This feature is included as part of the ITIL Pack and unless this has been purchased the features described below will not be available within SupportDesk. The Service Portfolio allows the description within SupportDesk of your Services such as , or Accounting, and then allows maintenance of the operational status of these Services such that their state can be shown to all interested users of the system. Services are maintained through the Portfolio menu option which is seen on menu of the Windows UI. (Left) Or on under Configuration manager (Right). have Supervisor rights to maintain the Portfolio. Service the Explorer the Web UI Users must Service The main maintenance dialog for the Services is shown below with an explanation as to the use of the fields and settings. The interaction of other areas of SupportDesk is described thereafter. Functionality described here is also represented in the Web UI of SupportDesk. 1

2 Taking each field on this dialog... Service Name: A meaningful name for the service this will be displayed on the Web Service Status panel, shown top right on page 1 if the Service is flagged as Live in Catalog. Live in Catalog: Many services may be created but only those flagged as Live in Catalog will show in the web status panel. only Live Services may be selected in call dialog but non all Services should be available in the Change Request entry screen. Type: This is a self populating dropdown that defines the Type of Call. Typical example would be Technical or Business. The Types here are not related to Types in Service Level Management. Status: Not related to the Status codes in Service Level Management but a self populating dropdown with values such as Pipeline, Live, Retired. Op. Status: Describes the operational Status of the Service and should ideally be one of three values. Online, Offline and Impacted. SupportDesk will respond to values by displaying the service name in traffic light colouring.. Online = Green Offline = Red Impacted = Yellow Description: A description of the Service. Assignee: A field in which the expert on this Service can be stored. Typically the of the Assignee. Website: A Website URL that should ideally point to information about the service. SLA: This offers the SLA codes set in the Service Level Management. Cost per _ : May be used to record the cost of maintaining the service. Price per _ : May be used to record the price delivering the service. Start Date: May be used to record the start date of the service. Expiry Date: May be used to record the end date of the service. Internal: If set to Internal this service will not be offered to Web Guests. Archive: Once set the Service will be archived and removed from the live table. Folders: Dictates which Folders the service will be available on the Call dialog screen.

3 One of the most important features of the Service Portfolio is deciding who needs to know the operational state of a service. This is managed through the Subscribers Tab which is shown below. Subscribers can be added individually through the lower drop down option which offers individual users, or an <Everyone> option, or they can be added in bulk by virtue of the Org Unit which can be pulled over from an Active Directory import or maintained manually on the User Maintenance Dialog. If included as a subscriber to a Service by virtue of Org Unit or name, then the Operational Status of that Service will be displayed on the Service Panel on the Web Interface and on the SupportDesk today page on the Windows UI. The Service will also be available on the call screen when logging a call for that user. It is also possible through this main dialog screen to specify the CI s that are associated with the Service. Clicking on the Assoc CIs shows the dialog shown below. In this example we can see that the Server has been associated with the Mail Service. This association ripples through the system and can be seen in various areas. The first is on the actual asset list where the Operational Status is also indicated using the traffic light system if the same Operational Status codes are used.

4 Drilling down on the asset reveals more details and also the Op. Status dropdown. (See below).it is important to note that a change to the Op. Status of this CI will be replicated in the Op. Status of the Service and therefore presents a quick way of indicating to subscribing users the state of the service. It is also possible to see the Associated Services from the CI using the Assoc. Services Tab. See below.

5 The final area of interaction between Services and the rest of SupportDesk is in incident logging. If configured to allow it the Service can now be offered on the call dialog as can be seen in the call below. The usual rules of filtering are applied to the call once the User is selected, i.e if configured as such only the users Assets will be shown in the drop down. Filtering is also applied however to the Service and the only Services shown will those to whom the user is a subscriber. Once the Service is selected a secondary filter is applied to the Asset in that only the Associated Assets of that Service will be shown. If wishing to immediately change the Operational Status of the Service as a result of the call that is being logged the operator can simply drill down to the Service and change the code accordingly. --End of Document--