Service support

Service Manager enables service support with features that help you assess risk and plan changes according to service impacts.

Feature Description
Affected Item field in Incident Management Incident records include a link to the Contact’s affected service. Based on the contact, a list of contact subscribed services are presented to the operator for more accurate collection of incident information.
Affected CI field in Service Desk Interaction records include a link to the Contact’s affected service. Based on the contact, a list of contact subscribed services are presented to the operator for more accurate collection of interaction information.
Viewing subscriptions on the contacts and department records You can drill into the details for the subscription by double-clicking on it in the Windows client or clicking the link in the Web client.
View the subscribers for a subscription Operators managing a CI have access to the list of all subscribers enabled to access the CI, both through individual and departmental subscriptions.
Notifying service subscribers of a planned outage You can send an email notification of the planned outage to all the individuals and members of any departments that are subscribed to the service.

 

Related topics

Service life cycle management
Visual design of CI relationships
Publish services in Service Catalog
Requesting services
Service-oriented SLAs