Services
All services are usually stored in the core repository named Service Portfolio which is divided into three parts:
Service Pipeline
This part of the repository contains services that are not yet live. They may be just proposed, or under development or construction.
Service Portfolio
This part of the repository contains active services offered to the customers; this is the only part visible to them.
Retired Services
Services here are out of business due to various reasons, for example, because of the loss of relevance.
In SimpleOne, services are used in various practices, not only in the Incident Management practice, for example; they are also used in Change Control practice, Request Fulfillment practice, so it's a common feature.
One of their purposes is requests classifying; also, services are used in the Knowledge Management practice to classify the articles in the Knowledge Base.
Services specifications
In SimpleOne, each service has a set of specification which, in turn, are divided into external and internal ones; you can know the difference between them below.
External Specifications
Service external specifications are essential for the system consumer who is using it in the end-user role. These are:
- SLA:
- Service Description;
- Service Request Description;
- Self-Service How-tos.
SLA
This specification is for SLM-relevant parts related to this service (indicators, etc.). It describes various aspects of service quality, like maximum requests handling time, and others.
Service Description
This is a service description, informative and related to the company infrastructure.
Service Request Description
In there, request description should be added; on its basis, any articles may be found in Knowledge Management System for displaying as how-tos (see the next point).
Self-Service How-tos
Here, some hints can be displayed to consumer, on the basis of the previous relevant tasks (Incidents, Requests, etc.)
Internal Specifications
Service internal specifications are available to the agent (who also may be called the service owner) who is responsible for the task handling. These are:
- Incident Model;
- Service Request Model;
- Escalation Contacts;
- Escalation Rules.
Incident Model
This model defines specific agreed tasks or steps that need to be followed to fulfill this incident or any incident related to this category.
Service Request Model
This model defines specific agreed tasks or steps that need to be followed to fulfill this service request or any service request related to this category.
Escalation Contacts
In this part, the agent has the directory of the contacts of relevant persons and groups to whom he can escalate the incident or another kind of task if needed.
Escalation Rules
These rules clarify escalation rules, depending on the task type (is it Incident, Change Request, or other), its impact, urgency, and other factors. You can read some more about this in Incident Processing#EscalationRules
