Click the links to the topics outlined below to learn more information:
Service Portfolio Overview
The Service Portfolio can be accessed by Supervisors via the Your Company drop-down:Use the Service Portfolio to describe and maintain the operational statuses of the Services you provide to your customer-base, such as the provision of email services, specialised software packages or internet access. The traffic-light system displays whether services are online, impacted or offline:The status of services can then be made visible to all service subscribed, and the Service Updates widget can be added to Customer and Agent dashboards seen below. More information on customising dashboards can be found here:
|Assets||The term Asset is synonymous with CI (Configuration Item) and Inventory. Where this document refers to Assets, you may find your House-on-the-Hill system refers to CIs or Inventory. The terminology used depends on the configuration of your HotH system.|
|ITIL||The IT Infrastructure Library is a set of best practices developed by the UK Office of Government Commerce. HotH is ITIL-compatible.|
|Service Life-cycle||Refers to the ITIL concept that all CIs go through a logical life-cycle. For more information, refer to the relevant ITIL documentation.|
|Service Owner||ITIL concept that each service must have an owner who is ultimately responsible for its delivery.|
Access the Service Details page by selecting one of the Services, or by creating a new Service from the Service Summary. The interaction of Services with other areas of HotH is then described. Functionality described here is also available in the Windows UI of HotH. The main maintenance form for the Service Portfolio is shown below with explanations of the use of the fields and settings.
Service Details Form Field Descriptions
|Service||A meaningful name for the service.|
|Status||This describes the Operational Status of the Service and should ideally be one of three values — ‘Online’, ‘Offline’ and ‘Impacted’. HotH will respond to values by displaying the service name in ‘traffic light’ colouring at the main window and in the Service Updates panel:|
Online = Green
Offline = Red
Impacted = YellowNote: If you have setup parent/child relationships between services and assets, setting a child inventory item as impacted or offline will result in the parent service being marked as Impacted automatically.
|Description||A description of the Service.|
|Date||Indicates when the entry is made.|
|Live in Catalog||Services that do not have this ticked are not yet ‘live’ in the Service Catalog. Only ‘live’ Services may be selected in the Service drop-down in a ticket form.|
|SLA||Automate the selection of the impact on a Ticket for this service. It is generally advisable to leave this blank.|
|Hosted per_||May be used to record the internal cost of providing the service.|
|Price per _||May be used to record the external price of providing 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 (if applicable).|
|Internal||If set to Internal, this service will not appear in the WebGuest Self-Service interface.|
|Archived||Once set, the Service will be archived and removed from the live table.|
|Show in Service Updates||Many services may be created but only those that have this box ticked will show in the Service Updates panel.|
|Assignee||When this service is selected, tickets are automatically assigned to the login referenced here.|
|Website||A Website URL that should ideally point to information about the service.|
|Folders||Dictates the Folders where the service will be available on the Ticket form.|
Adding Subscribers to Services
One of the most important aspects of the Service Portfolio is to set the subscribers. This is managed through the link at the top right of the Service Details screen under More > Subscribers:You can add Subscribers individually by selecting from the drop-down list and clicking Add.You can also add whole Departments, Organisations or Distribution Groups by clicking the Dept/Org. Units tab:Once Users are added as Subscribers to a Service, providing that service has the ‘Show in Service Updates’ tick box selected, then the User will be able to view the operational status of that service via the Service Updates box on their Dashboard.
Automatically Emailing Service Subscribers
If the operational status of a Service changes, it is possible to automatically email an update to Service subscribers. This requires the ‘Service Details to Subscribers’ email template to be enabled. This can be edited and enabled by Supervisors via Settings > Email & Letter Templates. Service Assignees can also be automatically notified if a Service operational status changes using the ‘Service Details to Assignee’ template.
Distribution Groups as Service Subscribers
The Service Portfolio enables a HotH administrator to create and maintain Service Records. HotH provides the ability to subscribe Customers (End Users), Departments and Organisations to required Services.
In HotH, you can also load in “Distribution Groups” from Active Directory. The Distribution Groups discovered in AD are then available as entries on the Distribution Groups tab in the Service record.
Only Distribution Groups are loaded in from Active Directory (excluding security groups). You must have the LDAP connector and a script in place in HotH to load these Distribution Groups in. To learn how to set this up, see Configuring LDAP Interface.
The use of Distribution Groups allows the group members to view their subscribed Service(s) via the Service Updates section in HotH. The HotH Service Record ‘Subscribers’ tab is shown below:On selecting the Distribution Groups tab, the HotH Administrator is able to select from the right hand drop down any preconfigured Active Directory Distribution Groups. As on other Service Subscriber tabs, the Groups can be added to and removed from the service. When a Group is ‘Added’ the members within the selected Distribution Group are now subscribers to the Service.
Changes / updates made to the Operational Status of the Service Record are reported to the subscribed Distributions Group members via email. The updates can also be viewed if the customer is permitted to see the Service Updates within their End User WebToday Dashboard.
Should a Customer be removed from a distribution group within which they are a service Subscriber; any pending scheduled AD synchronisation with HotH will ensure that this user is removed from the HotH Distribution Group as a Service Subscriber.
Associating Child Inventories with Services
HotH also makes it possible through the main Service Details screen to specify the Child Inventories that are associated with the Service. Clicking on More > Assoc. CIs shows this form:In this example, you can see that the Cloud Accounting Server has been associated with various CIs. To add additional CIs to the service, select the desired CI from the drop-down menu on the right side of the screen (seen below), and click ‘Add’.This association ripples through the system and can be seen in various areas, such as on the actual Asset Summary, which can be accessed by Supervisors in the Your Company drop-down menu under Assets.Drilling down on the asset reveals more details and also the Op. Status drop-down.When a child CI is listed as Offline or Impacted, this then filters through to the parent Service, and the Service displays as such:
It is then possible to see what is connected to the CI by clicking on the Diagram () link next to the Customer field in the CI record. The diagram below can be an indicator of the knock-on effect a CI going offline could have:
Services and Ticket Logging
The final area of interaction between Services and the rest of HotH is ticket logging. If configured to allow it, the Service can now be selected on the ticket form.
The usual rules of filtering are applied to the ticket once the Customer is selected; that is, if configured as such, only the customer’s Assets are shown in the drop-down list:
Filtering is also applied, however, to the Service so that the only Services shown will be those to which the Customer is a subscriber. Once the Service is selected, a secondary filter is applied to the Asset so that only the associated Asset of that Service is shown. If you wish to change immediately the Operational Status of the Service as a result of the ticket being logged, you can simply drill down to the Service and change the Op. Status accordingly.