Services
In SimpleOne, services are used in various practices, not only in the Incident Management practice; they are also used in Change Control practice, Request Fulfillment practice, so it's a common feature.
Services specifications
have external and internal specifications.
External specifications are for the end-user, and internal specifications are for the agent or the service owner.
External Specifications are:
- SLA:
- Service Description;
- Service Request Description;
- Self-Service How-tos.
Internal Specifications are:
- Incident Model;
- Service Request Model;
- Escalation Contacts;
- Escalation Rules.
