Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
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| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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- Configuration Management overview
- Configuration Management tables
- Configuration item maintenance history
- Searching Configuration Management
- Generating a large number of incident records
- Service Portfolio Creation
- Service Inventory
- Service Asset & Configuration Management (SACM) Reports
- Data Validation
- Configuration Management Access Control
- Service Portfolio Auditing
- Service Portfolio Notification and Escalation
- Service Portfolio Archiving
- Integration: Service Catalog And Knowledge Management Modules
- Financial Management
- Configuration Item Relationship Types
- Service Levels and Subscriptions
Service Portfolio Creation
The Service Manager Configuration Management module provides service asset and configuration management and can be used to manage service portfolio records. The Configuration Management process manages service assets to support other IT Service Management processes. Services are represented as CIs in Service Manager, which enables their access to all related support and delivery processes. Out-of-box lifecycle processes include:
- Defining a new service
- Discovering, defining, and managing CI relationships
- Adding service levels (service-oriented SLA)
- Publishing a service to the Service Manager Service Catalog
- Signing up customers and managing their subscriptions
- Fulfilling subscription requests through Service Manager Change Management
- Monitoring and supporting through Incident, Change, and Problem Management
- Monitoring SLAs and optimizing service delivery
Services are provided by IT to satisfy a range of business needs. Services can be delivered to individuals, departments, or an entire enterprise as defined by service subscriptions. Sample services can include email, a billing system, workstation backup or office automation. The service instance is the deployment of a service, modeled as a CI in the CMDB, and it can have related CIs, customers, incidents, and changes.
Once the service is deployed, the Service Catalog lists and describes all of the services that IT offers, providing customers with a view to browse and make requests. Catalog items can range from single user workstations to department or enterprise application support.
Users can create new CI record instances in various ways, including:
- Creation of a new blank record
- Cloning of an existing record
A wizard is provided to create a new CI.
Service Portfolios
The following fields capture Service Portfolio details.
| 19 fields described in ITIL | Corresponding Field in Service Manager |
|---|---|
| Service name | Display Name/CI Identifier |
| Service description | Description |
| Service status | Status |
| Service classification and criticality | Secrity/Sox/Export Control classification/Critical CI |
| Applications used | Software/Applications |
| Data and/or data schema used | In Micro Focus UCMDB, service CI can be mapped to its database (like Oracle) down to its schema/tablespace. |
| Business processes supported | In Micro Focus PPM, see screenshot below |
| Business owners | Owner |
| Business users | Subscribers |
| IT owners | CI Owner |
| Service warranty level, SLA and SLR references | In Service Catalog module |
| Supporting services | Relationships |
| Supporting resources | Supporting Groups |
| Dependent services | Relationships |
| Supporting OLAs, contracts and agreements | Service Contract |
| Service costs | In Micro Focus Asset Manager |
| Service charges (if applicable) | In Micro Focus Asset Manager and Micro Focus Application Portfolio Management |
| Service revenue (if applicable) | Captured in Micro Focus Application Portfolio Management |
| Service metrics | Metrics |
Attachments
Each service record can contain multiple attachments, including business case documents.
Tailoring Fields of Records
Customers can add fields to the service record and tailor them into any of the service views for update, review, and management.
Service Status
Micro Focus Service Manager supports two separate states for a Business Service – the Status field, which is common for all CIs, and the Service Status field that is only for Service type CIs.
Service Development
The service under development can be recorded using service status fields.
Third-Party Services
Each service record lists the vendor/supplier that provides the service, if applicable. Third-party information can be recorded in contract and vendor records that are associated with the service.
Service Portfolio Lifecycle
Micro Focus Service Manager provides a complete set of integrated lifecycle processes that support recording, updating, monitoring and tracking business and IT services from inception through pipeline and catalog to retirement. A service is defined as anything provided by IT to satisfy a range of business needs. Services may be delivered to individuals, departments, or an entire enterprise. Sample services may include: enterprise systems such as email, line of business applications such as a billing system, and fulfillment of individual employee requests such as a personal workstation backup service or an office automation bundle.
The lifecycle activities and processes supported in Service Manager include:
- Modeling service instances using Configuration Management
- Building and visualizing relationships to IT systems and CIs
- Publishing service definitions in the Service Catalog
- Defining supported Service Levels for each definition in the Service Catalog
- Self-service requesting of services for individuals and departments
- Fulfilling service requests with Change or Request Management
- Tracking the full lifecycle of subscriptions to services, from request, to fulfillment, to cancellation
- Monitoring and supporting the services through Incident, Change, and Problem Management
- Measuring and analyzing service delivery against metrics and goals
- Optimizing service delivery and support
An important aspect of the lifecycle is that it represents a continuous flow. Within the cycle, new services are defined while others may be approaching retirement. New customers are added as users of services, while continued analysis and optimization makes improvements in the delivery and support received by these customers.
CI Records And Lifecycles
The Service Manager Configuration Management module provides service asset and configuration management. The Configuration Management process manages service assets to support other IT Service Management processes. Services are represented as CIs in Service Manager, which enables their access to all related support and delivery processes.
The Service Manager Configuration Management module captures information on CIs and CI attributes in CI records. Service Manager uses the concept of Device Types to categorize CIs, and to define what information can be collected for each CI.
Each CI record has a status field. This field can be used to track the lifecycle status of a CI, including status codes such as: “In Use,” “In Stock,” “Retired/Consumed,” “Awaiting Receipt,” “Return for Maintenance,” “Return to Supplier,” “Missing,” “Planned/On order,” “Received,” “Reserved,” “Installed.” Status codes can be created to meet the customer’s needs, and Service Manager tracks a complete history of changes to the status field. By filtering on the specific value user can get a view/list of retired services.
Lifecycle transitions
Each service includes lifecycle status that marks its transition into Released, Operation, and Retirement stages.
Transition into these stages can be coupled with Change workflows that drive related activities. In addition, a Service Catalog view can display those services currently available for public consumption.
Lifecycle States
Each service record includes lifecycle states relating to the process of defining, analyzing, approving, chartering, and so on the service. Each state transition is typically matched to a Change workflow that drives the lifecycle tasks for the service.
Pipeline Services
The Service Manager Configuration Management module provides service asset and configuration management. The Configuration Management process manages service assets to support other IT Service Management processes. Services are represented as CIs in Service Manager, which enables their access to all related support and delivery processes.
The Service Manager Configuration Management module captures information on CIs and CI attributes in CI records. Service Manager uses the concept of Device Types to categorize CIs, and to define what information can be collected for each CI.
Each CI record has a status field. All CI’s are tracked through their lifecycle using the Status field, and the Environment field with values such as “Development”, “Test”, “Production”, “Failover.” By filtering on the specific value user can get a view/list of services in the pipeline.
Related topics
